CRM Home > CRM Features & Solutions > Customer Support Management
 Zoho CRM provides the Customer Support & Service management (Help Desk) features such
as Cases (Trouble tickets), Solutions (Knowledge Base), Case Assignment & Escalation through
Workflow rules, and easy to deploy Web-to-Case forms for capturing customer-specific cases through Web sites. In addition, you can also synchronize customer-specific email messages as Cases from Microsoft Outlook mail client to Cases module in Zoho CRM.
Cases and Solutions functionality can be used to streamline organization-wide Customer Support process and enable a better integration between Sales & Customer Support processes in a single system. Integration between Sales and Post-sales support management helps organizations in resolving the customer-reported cases in less time thereby enhancing the customer satisfaction, cross-selling and up-selling opportunities in future.
Customer Support Modules
- Track all the customer-reported cases end-to-end as per organization's
customer support process
- Generate cases through email, phone or web site using Web-to-Case
form. In addition, you can also add customer-specific email as
a case from the Microsoft Outlook mail client
- Automate the case routing process using the case assignment rules so that all the cases are assigned to the right support agents in your organization
- Set up case escalation process using the Workflow rules for a better case resolution and enhance the customer satisfaction
- Customize the Cases module as per your customer support
process. Customization includes, adding more custom fields, modifying page layout using
drag & drop tool and changing the related list views
- Customize the case reports and dashboards
- Manage product-wise solutions (knowledge Base articles) in an easily accessible centralized location for
a better case resolution in the least possible time with less effort
- Periodically update the solutions based on customer suggestions
& feedback
- Customize the solutions module to suite your organization
knowledge base requirements
- Customize the knowledge base reports and dashboards
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