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.

CRM - Customer Support Modules

• Case Management
• Solution Management

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 organization-wide customer support process, which includes adding more custom fields, modifying page layout through drag & drop customization, and changing the order of 360 degree views (related list views)
• Customize the case-specific reports and dashboards

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-wide knowledge base requirements which includes adding custom fields, modifying page layout through drag & drop customization and changing the order of 360 degree views ((related list views)

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