About CustomerWise
CustomerWise is a customer relationship management software from TechExcel that supports businesses in managing and analyzing customer interactions. It combines contact management, sales tracking, and marketing automation to improve customer engagement and retention. The platform helps organizations gather insights into customer behavior and preferences, facilitating targeted communication. Additionally, it allows for the integration of various communication channels, enabling a unified view of customer interactions. Key capabilities: contact management sales tracking marketing automation reporting and analytics multi-channel integration Best for: businesses that need to improve their customer relationship management processes.
CustomerWise AI Edition (2025) by TechExcel emerges as a next-generation help desk solution that blends traditional customer support functionality with advanced AI capabilities, aiming to deliver deeply personalized, efficient, and scalable support experiences. Built on a CRM foundation, CustomerWise doesn’t just stop at managing support tickets—it integrates sales, marketing, and customer service into a cohesive AI-powered platform. Its emphasis on delivering exceptional customer satisfaction is reflected through features like AI Resolve & Expert Bot, which enables the automatic resolution of tickets as they come in or through helpdesk emails, minimizing agent intervention for routine queries. This bot functions alongside a self-learning engine that refines itself with each interaction, improving accuracy and speeding up resolution over time. Similarly, CustomerWise’s AI-powered knowledge suggestions assist agents and users during ticket creation by recommending relevant articles, enhancing efficiency, and reducing reliance on manual input. These suggestions evolve through contextual learning, allowing the system to adapt to patterns in user queries and continuously improve the support experience. A particularly strong area for CustomerWise is its support for self-service.
Pros & Cons
- +Improved IT Support Management: Helps businesses become more proactive in customer service.
- +SOP Development: Encourages structured workflows and better organization.
- +Easy Collaboration & Remote Access: Works well for remote teams.
- +Extensive Features for CRM & Help Desk: Supports tracking, monitoring, and automation.
- +Customizable & Flexible: Can be tailored to business needs.
- −Web-Based Performance Issues: Slightly slower compared to non-web solutions.
- −Learning Curve for Non-Tech Users: Some users may take time to adjust.
- −Complexity in Incident Tracking: Finding specific tickets requires adjusting filters.
- −Version Updates May Impact Speed: Newer versions might not always be optimized for faster access.
Features
Key features
- AI-Powered ITSM
- Utilizes AI for automatic ticket resolution, expert bot intervention, and intelligent knowledge suggestions, significantly boosting efficiency.
- Highly Configurable Workflow Automation
- Offers a powerful, no-code, Visio-like interface to design and customize any ITIL-aligned or unique business process.
- Comprehensive Self-Service Portal
- Empowers end-users with a Service Catalog, Knowledge Management, Ask Bot, and Real-Time Chat to reduce support load.
- Integrated Asset Management with Lifecycle Tracking
- Provides complete visibility and control over IT assets from procurement to retirement, integrated with ITOM and CMDB.
- Scalable Enterprise ITSM
- Built to evolve with large organizations, offering out-of-the-box templates for all core ITIL processes.
- LiveSync for Team Communication
- Includes built-in live chat, one-click online meetings, and interactive voice annotations for streamlined team collaboration.
Additional features
- AI Resolve & Expert Bot
- Automatically resolves tickets on submission or from helpdesk emails and provides expert intervention.
- Self-Learning Engine (AI)
- Continuously improves resolution accuracy by learning from ticket history.
- AI-Powered Knowledge Suggestions
- Recommends relevant articles during ticket creation, reducing resolution time and improving accuracy.
- AI-Enhanced Self-Service
- Allows employees to submit tickets and access knowledge independently, with an AI Expert Bot resolving routine issues.
- Automation Driven by Business Logic
- Automates processes guided by organizational logic and integrates with AI workflows for proactive support.
- Smart Ticketing
- Streamlines ticket management across phone, email, and online submissions with customizable interfaces and auto-routing.
- Workflow Automation
- Offers a powerful engine with a Visio-like interface to design and customize processes, including ready-made templates.
- Self Service Portal
- Provides a single access point for issue reporting, service requests, software downloads, form access, and knowledge base searches.
- SLA & Escalations
- Ensures timely responses with SLA management, smart notifications, automatic escalations, and proactive alerts.
- Enhanced Security & Authentication
- Integrates with LDAP/AD sync for secure access and offers customizable password reset policies.
- Intelligent Automation
- Automates ticket categorization, routing, and other routine tasks to boost efficiency.
- LiveSync
- Streamlines team communication with built-in live chat, one-click online meetings, and interactive voice annotations.
- Streamlined Events & Task Management
- Enables teams to assign concurrent tasks and coordinate actions across departments.
- Forms & Surveys for Better Insights
- Helps improve IT services with customizable forms and surveys for feedback and data collection.
- Centralized Knowledge Base
- A hub for knowledge articles, resolutions, and digital assets, with access control and effectiveness rating.
- Integrations (SOAP-based API)
- Connects with other systems using a SOAP-based API and has native integrations with Microsoft SCCM, OCS Inventory, Rally, and DevSuite.
- Actionable Reporting & Analytics
- Provides customizable dashboards and report templates to track key metrics and KPIs for continuous improvement.
- Incident Management (Out of the Box Template)
- Manages and resolves IT incidents.
- Change Management (Out of the Box Template)
- Manages changes to IT services and infrastructure.
- Problem Management (Out of the Box Template)
- Identifies and resolves the root causes of IT problems.
- Configuration and Asset Management (Out of the Box Template)
- Manages IT configurations and assets.
- Powerful Workflow Configurator
- Customizes ServiceWise to match exact operational needs.
- Adapt to any business process
- Easily adjusts to various organizational processes.
- Standardize and enforce procedures
- Ensures consistent procedures across departments.
- Integrate processes together seamlessly
- Connects different processes smoothly.
- No coding necessary (workflow)
- Allows point-and-click adjustments for workflows.
- Advanced Task-Driven Workflow
- Implements intelligent task structures for greater control.
- Hierarchical task dependencies
- Ensures logical progression of tasks.
- Prevent workflow bottlenecks and delays
- Designed to optimize workflow flow.
- Support for parallel multi-tasking
- Enables multiple tasks to run concurrently.
- Streamlined approvals
- Facilitates efficient approval processes.
- Service Catalog
- Allows end-users to browse and request IT services.
- Knowledge Management (Self-Service)
- Provides access to articles and documentation for end-users.
- Ask Bot
- Gives immediate answers to common queries in self-service.
- Real-Time Chat (Self-Service)
- Enables instant interaction with support teams for end-users.
- Track and manage IT assets
- Manages IT assets from procurement to retirement.
- Monitor asset lifecycles
- Ensures compliance and reduces risk by tracking asset lifespan.
- Seamless integration with ITOM and CMDB
- Provides unified asset visibility and control.
Pricing
Countries & Languages
Interface languages
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About CustomerWise
CustomerWise is a customer relationship management software from TechExcel that supports businesses in managing and analyzing customer interactions. It combines contact management, sales tracking, and marketing automation to improve customer engagement and retention. The platform helps organizations gather insights into customer behavior and preferences, facilitating targeted communication. Additionally, it allows for the integration of various communication channels, enabling a unified view of customer interactions. Key capabilities: contact management sales tracking marketing automation reporting and analytics multi-channel integration Best for: businesses that need to improve their customer relationship management processes.
CustomerWise Details
CustomerWise's In-App Market Place
Does CustomerWise have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
Usd ($), Eur (€), Gbp (£), Aud (A$), Cad (C$), Jpy (¥), Chf (chf), Cny (¥), Inr (₹), Rub (₽)
Pros & Cons
- Improved IT Support Management: Helps businesses become more proactive in customer service.
- SOP Development: Encourages structured workflows and better organization.
- Easy Collaboration & Remote Access: Works well for remote teams.
- Extensive Features for CRM & Help Desk: Supports tracking, monitoring, and automation.
- Customizable & Flexible: Can be tailored to business needs.
- Web-Based Performance Issues: Slightly slower compared to non-web solutions.
- Learning Curve for Non-Tech Users: Some users may take time to adjust.
- Complexity in Incident Tracking: Finding specific tickets requires adjusting filters.
- Version Updates May Impact Speed: Newer versions might not always be optimized for faster access.
CustomerWise's Support Options
CustomerWise's Alternatives
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