SimpleCRM offers a comprehensive default Customer360° view, consolidating all vital customer information onto a single panel. This includes customer profiles, sentiment analysis of raised tickets, past interactions, products utilized, and website navigation data. By having all this information readily available, it significantly reduces the time required to find relevant details, enabling more meaningful conversations with customers. Customer360° view showcases integrated data from various clusters within the CRM. Moreover, when integrated with an AI-powered suggestions/offers engine, it can also display personalized recommendations and offers to users, enhancing their experience and driving engagement.

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.

SimpleCRM facilitates the seamless capture of customer tickets through multiple channels. It not only automates ticket capture from conventional sources like incoming emails, inbound calls, and bulk tickets from third-party sources and websites, but it also offers the capability to automatically generate tickets through social listening. This includes monitoring social media platforms such as Facebook and Twitter, ensuring that customer inquiries or concerns shared on these channels are promptly converted into tickets for efficient resolution.

With the advanced BPM tool, automate escalation alerts for idle tickets, and prioritize them based on importance. Define escalation conditions and actions seamlessly. Set workflows to trigger email notifications to stakeholders and maintain email templates for automatic alerts, ensuring smooth operations.

With SimpleCRM, build basic or advanced workflows for improved customer service, enabling automated interactions from ticket creation to closure. Set varied conditions triggering actions like emailing stakeholders, updating records, and more. Also, you can establish escalation and assignment rules for multichannel ticket generation.

Simplify knowledge management and expedite issue resolution with our comprehensive Knowledge Base module. It facilitates the creation, maintenance, and publication of articles covering various topics, such as case resolutions and FAQs. Employees can easily access and edit article details through the detail view, while customers can search the Knowledge Base for existing solutions to similar issues.

Effortlessly access company-specific documents and establish associations with other SimpleCRM entities like accounts, cases, and opportunities. Attach reference documents to tickets and collaborate with customers through notes and attachments. Easily upload and categorize documents, maintaining a record of different versions. Supported file types include PDF, Word, Images, and more. Streamline document management and enhance collaboration within your organization.

Effortlessly interact with customers and track communication by creating and sending emails with public notes and attachments related to tickets. Use private notes for internal communication and reminders. Store customer-related information for future reference and attach supporting documents to notes. All notes and attachments are meticulously tracked and maintained for each customer-raised ticket.

Gain valuable insights into customer analysis and support performance with SimpleCRM. Analyze customer issues, evaluate support team effectiveness, and generate reports measuring open tickets based on various criteria. With over 50 pre-built reports and interactive dashboards, you can efficiently monitor and evaluate key support aspects, enhancing customer satisfaction and organizational performance.

Empower your customers with a dedicated self-service portal, enabling them to effortlessly submit and track issue status, as well as share bug reports. Our portal facilitates seamless ticket creation, viewing, and secure communication or document exchange with support representatives, fostering efficient customer collaboration.