CUSTOMER SERVICE

No matter what the size of the company is, customers will use social platforms to contact them. Maintaining social media profiles also gives companies a chance to get their brand name out in the world. You can connect all your social media accounts and messengers to Bitrix24 and manage them via a single dashboard.

Using web forms in your CRM is a great way to capture leads and get people on your email list. With customer service, having a web form is a great way to keep in contact with customers. When they fill out a CRM web form, the company has a representative assist them to resolve their problem. These web forms are featured in Bitrix24 and are customizable to the page and your company’s specific needs.

Many customers are looking for assistance around the clock. If you run an international business, you cannot stick to traditional working hours because there are people always within those hours in the world. While some companies will outsource their customer service, you can use bots and artificial intelligence (AI) too. With today’s technology, they can help customers troubleshoot the most common issues with company products or services. If the problem cannot be resolved, the bot can collect their information and keep it for you to address at your earliest convenience.

Every good client management software needs to have a place for notes. The key to having great customer service is keeping notes organized in a way that whoever is working with the customer can pull up their profile and have access to past interactions. This helps solving client problems and closing deals easier and faster.

A live chat widget that can be placed on your website to provide instant support and customer service to your visitors. All the dialogs are saved in your CRM and, if it’s a returning customer, the system will recognize them.

Create information pages with pre-made replies to the most frequently asked questions from your clients (Where to find you? How to pick up my order?, etc.).

Call anywhere in the world for the price of domestic calls with Telephony. For companies that operate on a global scale, this benefit is priceless and it is a part of Bitrix24. Telephony helps companies with international locations and clients stay in contact more easily, which is the key to providing great customer service. No matter where your customers are calling from, you can easily talk for less.

Companies that deal with multiple contacts at once know how important an efficient queueing and routing service is to keeping people happy. When someone calls in and needs to speak to a company representative for assistance, they expect to get the help quickly. Keeping people in a queue or knowing where to route their calls is the best way to provide the caller with assistance fast. Companies can also queue intelligently by prioritizing calls in a way that works best for their processes.

Keep all your company files together in a single, protected cloud storage and access them from anywhere with the Bitrix24 mobile app. With customizable access permissions, your company can keep all files safe and secure. Companies can also provide limited access to clients to share specific files too, creating less inbox clutter and streamlining some processes. Another benefit of file sharing and storage is that you can cut down on paper costs and filing space. Digital document files in storage are easy to search, label, and organize.

Part of customer service is knowing how to adjust to an efficient workflow. Bitrix24 provides companies with a task manager tool that boasts an automated option for adjusting workflows for employees. Managers can set a schedule for employees to handle customer service for specific blocks and then set them to automatically renew each week or month. This allows managers to know that everyone has a specific schedule worked out and they do not have to spend time each week figuring it out again.

Now you can take Bitrix24 with you on the go. Our mobile app is designed to allow a user to manage work and tasks from their smartphone. This applies to customer service too. If a customer is reaching out, you have the option to respond quickly even if you are not in the office. Being flexible is key to providing superb customer service.