Omni channel support with customer 360°
What Is Customer Support Automation?
The ultimate goal of customer service and support is to quickly and effectively help customers retain their business. A comprehensive CRM software doesn’t just help in optimizing sales and marketing functions but it also includes Support CRM that helps you boost customer service operations. Support CRM helps you nurture important customer relationships.
Service Automation Module Includes
Drive Support Automation Through
Customer 360 Degree View
SimpleCRM comes with default customer 3600 view comprising every important bit of information related to customer on a single panel e.g. customer profile, tickets raised with sentiments, products availed, past interactions and website navigation. This will reduce time-to-find information and have a meaningful conversation with the customer. Customer 3600 displays information in CRM from integrated cluster. This 3600 is also capable of displaying suggestions and offers to users when integrated with AI based suggestions/offers engine.
What is the Goal of Customer Service?
The ultimate goal of customer service and support is to quickly and effectively help customers and retain their business. A comprehensive CRM software doesn’t just help in optimizing sales and marketing functions, but it also includes Support CRM that helps you boost customer service operations. Support CRM helps you nurture important customer relationships.
Multi Channel Ticket Creation
SimpleCRM helps in capturing Customer tickets through multiple channels. Not only does it automate ticket capture from traditional sources such as incoming emails, inbound calls, bulk tickets from 3rd party sources, websites etc., but it also enables automatic ticket creation through social listening, especially from Facebook and Twitter.
Rules Based Notifications & Escalations
Using advanced BPM tool define conditions and actions to automate the escalation alerts, if ticket remains idle in the same status for length of time. Prioritize tickets based on its level of importance and define escalation conditions and actions accordingly.
Set workflows to trigger emails notifications to multiple stakeholders for hassle-free operations. Create and maintain email templates for automatic email alerts & notifications.
Rules Based Ticket Assignment
Using advanced BPM tool we can define entire business process for managing tickets. Once tickets are captured, SimpleCRM’s BPM tool enables the administrator to set powerful workflows through simple on screen drag and drop to define the ticket assignment logic. For example, ticket assignment based on multiple fields like ticket type, subtype, demographics etc. It has a new ticket holding bucket feature where incoming tickets are put on hold for manual assignment process.
Create basic or advance workflows within SimpleCRM that can make an incredible difference to customer service. Workflows can help you to automatically interact with your customers like automated responses from ticket generation to closure. Set multiple conditions to be met with any combination of actions like triggering emails to stake holders, creating new records or modifying existing records etc. You can also set up escalation rules and also assignment rules for tickets generated via multiple channels.
Knowledge Base Categories & Articles
Knowledge Base module provides the ability to create, maintain, and publish articles. Knowledge Base articles can cover a variety of topics like case resolutions or frequently asked questions and can be for referenced. Once an article is created, you can view and edit information pertaining to the article via the detail view. Once customer raises a ticket, employees can search articles in KB to check if similar issue was addressed earlier and what was the resolution.
Access and update company specific documents, each document record can be related to other SimpleCRM records such as accounts, cases, opportunities, and many others. Attach reference documents related to tickets and exchange information through notes and attachments with customer. Upload & categorize documents with keeping a record of the various versions created. These documents could be of any type like PDF, Word, Image etc.
Public & Private Notes
Create & send emails with public notes & attachments related to ticket for interacting with customers & track communication between the support rep and customer. You can also tag private notes for internal communications. Create notes to write about reminders, questions and anything you would write on a paper. Store information related to customers, which you may need later for internal purpose. You can also attach supporting documents to a note. These notes & attachments are tracked and maintained for each tickets that the customer raises.
Reporting & Analytics
With these analytics, take in depth view into customer satisfaction and enhance organizational performance.
SimpleCRM provides various key Support metrics & dashboards at your fingertips. There are 50+ out of box reports, including:
Tickets by Type, Tickets by Priority, Tickets by Status, Tickets by Users, Tickets by ticket Source, Calls By Users, Meetings by Users etc.
Portal helps customers to create, view tickets and to communicate or exchange documents with support reps .
Our Services Provide A Unique Range Of Benefits
Pricing and Plan
Monthly Subscription Fees. No Costly Surprises.
Sales EditionJump-start your sales
- Field sales app
- Responsive web-based CRM
- Customers and contacts
- Leads and opportunities
- Follow-ups and reminders
- Email configuration
- Sales workflows
- Reports and dashboards
- Quotations and invoices
- Document management
- Comprehensive security controls
- Standard support
- Secure aWS cloud hosting
Professional EditionFull-featured, comprehensive CRM
- Sales edition +
- Ticketing / Case Management
- Comprehensive Digital Marketing
- Custom Modules
- Advanced / customized CRM analytics
- Email & social media campaigns
- Call-centre ready plugins
- Basic workflows
- Customizations & integrations
Enterprise EditionAdvanced CRM with an AI edge
- Professional edition +
- SMS & social media campaigns
- Business process management (BPM) module
- Sentiment analyser for tickets
- Virtual agent / chatbot
- Enterprise support