Customer Service

Bitrix24: Your Omni-Channel to Superior Client Support

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It’s time to say goodbye to wait times. Bitrix24’s Customer Contact Center puts the customer first allowing you to stay focused on what truly matters. Answer questions and solve problems in real time, through all channels and across different devices.

Customer service is the keystone of every business. Companies that treat their customers well build trust and loyalty in their brand. Using a task manager tool that is also a reliable client management software program means that you can get more from your tools. Using Bitrix24 gives you more features when you need them.

Bitrix24 Features

Finding the right client management software for your company just got easier. With Bitrix24, your company can stay organized and address all your client support needs. When customers and potential customers feel that a company cares, it builds trust in the brand. Providing your clients with support for your products or services is a way to show your company values them. Here are some of the most popular features of Bitrix24’s customer contact center.

Customer Contact Center

When customers call in with a problem or question, who is talking to them? Bitrix24 provides companies with a customer contact center with different options to fit their needs. If your company needs some automated customer center, we can help set that up. If you need help with your website or setting up a chat network on your homepage, we can do that too.

Integration with Social Networks

No matter what the size of the company is, customers will use social platforms to contact them. Social media pages also give companies a chance to get their brand name out in the world. Managing social networks is a big job. Integrating your social networks is a great feature of the Bitrix24 platform that allows you to manage them more easily. There are many apps that you can integrate into your platform. Having them all located centrally in one platform makes them all easier to manage.

CRM Web Forms

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.

Bots and AI

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.

Knowledge Management

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 is not only helpful for building the relationship, but it also helps the company to be efficient. When they see how problems have been dealt with in the past with a specific customer, it helps to guide their actions each time for a resolution.
Another key benefit of knowledge management is in the CRM sector. If a person reaching out is a potential customer, having notes on past conversations is helpful in the sales process. Knowing a potential customer’s place in the sales pipeline and some of their history allows sales teams to cater their responses and approaches to the conversation.

Live Chat and Instant Messenger

Customers and potential clients all have their own preferences on how they like to communicate. Having more channels and options for communication allows people to deal with your company in a way that’s comfortable for them. Bitrix24 has a feature that allows your company to communicate with customers through an instant messenger forum. This gives customers timely help in a real-time capacity.
Instant messenger can also be added to your Bitrix24 platform among employees. When customer service agents have questions they cannot answer, they can reach out to another through instant messenger to get help. This allows employees to get help discreetly and quickly without needing to transfer customers back and forth.

Helpdesk

Every company benefits from using Helpdesk. With Bitrix24, you can integrate it into your website and platform. Helpdesk is a resource that helps customers or end-users to answer questions about products or services a company offers. It can work as an automated ticketing type of management to help your customers and site visitors without taking up your time and resources. Having this feature is especially helpful for small companies that cannot spare an employee to answer common questions. The Helpdesk is also available to employees who need help searching for an answer. In just one click they can get the help they need.

Telephony

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.

Queueing and Routing

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.

File Sharing & Drive

Keep all your company files together in one location and access them from anywhere with Bitrix24 mobile. 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 clearly label and organize. They are also easier to find what you can use the search function.

Workflow Automation

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. This allows managers to get more done with their time while knowing someone is always paying attention to the customer service needs of the company.

Mobile App

Now you can take Bitrix24 with you on the go. Our mobile app is designed to allow a user to access all the same features they use on their desktop from their phone. This applies to customer service too. Now if a customer is reaching out, you have the option to respond quickly even if you are not in the office. Being responsive is key to providing customer service.

«Bitrix24 is a collaborative suite that connects CRM, instant messaging, collaboration, and task management into one package»

Business Insider

Benefits of Bitrix24

Millions of companies have already found the benefits of using Bitrix24 for their customer service needs. The provided features help companies stay organized and work efficiently. Here are just some of the benefits that companies have found as they have used Bitrix24’s client management software with their customers include:

  • Never again ask your customers to hold
  • Reduce tickets and provide real-time solutions
  • Get the entire history of client interactions at a single glance
  • Delight prospects across all channels
  • Queue and route intelligently
  • Delegate chit-chat to virtual assistants
  • Don't know all the answers? Find them with one click
  • Support your clients whenever they need it, wherever they are

If you are looking for client management software that does more for your company, give Bitrix24 a try. Many features are available for free with options to upgrade for extended features or larger companies. See a list of all available features for free on our pricing page and contact one of our product partners for specific questions.

See why 9 million companies
rely on Bitrix24.