ExploreIQ.desk:

Complexity: One system, many possibilities.

Provides comprehensive customer service and combines sales activities with ongoing service in one system.

Access to the list of requests and reports of their handlings allows people from the sales department to be up to date on current problems faced by the client.

As a result they gain a better understanding of what additional services or products from your portfolio they can offer to the client. The sales supervisor can contact the consultant regarding a given request directly in the CRM system. In justified cases, he has the option to escalate the request to the head of the technical service department.

Collaboration and communication : Team collaboration and multiple channels of communication with the client.

Enable your customers to get help using multiple communication channels:

E-mail Forms Customer Portal

When necessary , involve more people to work on the report. You can easily assign other people from your organization to the ticket and discussion. All you have to do is enter ‘"#" in the "Comments" tab and choose the correct person from Drop down menu. The selected person will receive notification about the assignment to new task.

AUTOMATION:Eliminate manual work on repetitive tasks and
increase employees productivity by using automation rules and workflows of the Bitrix24 system.

Better productivity with automatization

Automated processes are associated with a specific status of a ticket. When the ticket moves to the next stage, it activates the rule set for this stage .It can be e.g. sending an e-mail, making a call, or sending a notification.

By setting automation rules, you can:
Send a reminder to a consultant when an assigned ticket remains unresolved for a defined amount of time
Close the ticket after it has been marked as resolved
Notify the consultant when a pending request has been updated by the Customer
Send a notification to the Customer about the need to complete
What do you get:
Streamlining and supporting the work of consultants
Automatic notification of the client about changes in the status of the ticket
Saving your consultants' working time
Increase in the quality of customer service