Customer Support & Service

vtiger CRM provides enterprise quality Customer Support & Service features, such as Ticket Management, Knowledge Management, Customer Self Service Portal, Reports, and Support Statistics specifically useful for your organization's customer support force. You can also use other customer support-related modules, such as Products, Activity Management, Calendar, Contact Management, and so on.

Key Modules

• Ticket Management
• Knowledge Base
• Customer Self Service Portal

Ticket Management

• Track all trouble tickets related to customers end-to-end as per organization's customer support process
• Associate trouble tickets with accounts, contacts, products, and other modules to have a better visibility on the trouble tickets
• Create fully customizable list views as per Support person's requirement
• Provide solutions to the trouble tickets submitted through Customer Portal
• Automatically update the status of tickets through E-mail
• Create fully customizable ticket reports
• Create customer support statistics to help the managers to plan for a better customer support process.
• Create custom fields as per your organization requirements

Knowledge Base

• Manage product-wise Knowledge Base in a centralized location for a better resolution of trouble tickets within least possible time
• Associate Articles with trouble tickets and products
• Provide public access to the Knowledge Base only after approval
• Maintain up-to-date Articles in vtiger CRM based on customer suggestions & comments

Customer Self Service Portal

• Fully customizable and you can deploy without hassles in your Web site
• Secured access to the Customer Self Service Portal
• Search Knowledge Base articles before submitting trouble tickets
• Constantly improve the quality of Knowledge Base by threaded discussions
• Notify trouble ticket update to the customers through E-mail
• Follow up the trouble tickets by threaded discussions
• Update customer profiles (limited functionality)