vtiger CRM - Support

Support Automation

vtiger CRM Support - service with overview

The Support Module of vtiger CRM enables you to respond promptly to customer requests, since all the information about the customer is available to you in a very transparent and clearly arranged format. You have direct access to the entire customer history.

Satisfied Customers

Whether open tickets (customer incidents) or processing status, with the overall view you can often answer the questions immediately.

Knowledge

Since with vtiger CRM all information is gathered in one system, you dispose over valuable knowledge, as opposed to just a number of obscure information collections, scattered accross different systems/plattforms within your organisation. Various search options, such as with filtering rules for instance, or through selected lists, will allow you to find what you are looking for faster.
 


Every employee has access to the CRM data and increases the total knowledge base about the customer. No matter which service representative is available when a customer calls, he can always offer expert advise to the customer.

This increases customer satisfaction and employee efficiency, because your colleague has all the important data instantly available and can respond immediately.

Support and Helpdesk

Tickets are created by the Trouble Ticket Management Sytem and can be allocated to either customer accounts, contacts or products, thus shortening response times of the support department.

A knowledge database, the so called FAQs (Frequently Asked Questions), relieves the support team, leaving more time for special inquiries of prospects and customers.

Customers have password protected access to the so called "Customer Self Service Portal". Customers can expand their knowledgebase via "threaded discussions" in a forum, where they can find answers and share their own experiences about a given subject. A Trouble Ticket is only generated, if the knowledge database does not offer any satisfactory answer.

On request, the customer can monitor the processing status of his trouble ticket online.