Customer Support Management

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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

Case Management

  • 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

Case Escalation Process

Solution Management

  • 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

Solution Details

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