Customer Service CRM

Putting a strong focus on customer service is crucial for any company. If you can efficiently manage many types of client interactions, you improve customer retention. A solid customer service CRM is a must need for any business.

Customer Service CRM


Customer service is one of the core features of Bitrix24. Integrated CRM with many tools available free of cost.
It comes with an unlimited number of contacts, leads, and companies. Using customer service CRM allows you to create a free database of past, current, and potential clients.

Oftentimes, customers contact support through social networks. Since Bitrix24 integrates with multiple social media platforms and messengers, you can keep track of messages coming from various channels.

Manage all customer interactions from a single platform and provides your team with a full report of any issues raised in the past.
You can easily keep track of order history and segment customers into groups according to their needs.

With this CRM for customer service, it is easy to provide support through email, website chats, phone, and mobile messengers.
Automatic calling and text messaging are effective tools to remind customers about scheduled meetings or upcoming deliveries.

Lets check out some of the reasons why 9+ million companies choose Bitrix24:


Basic features


  1. Free 5 GB online storage
  2. Unlimited contacts and leads
  3. Unlimited companies
  4. Client profiles
  5. Custom stages/statuses
  6. Quotes and invoices
  7. Email marketing
  8. Kanban boards
  9. Workflow automation
  10. Mobile app 
  11. Integration with social networks
  12. Website contact forms
  13. Contact information requests
  14. Automated replies for incoming messages


Data import and export


  1. Data import from a CSV file (free)
  2. Data migration from another CRM (free)
  3. Contact upload from vCard, Gmail, Outlook, Yahoo, Mail (free)
  4. Contact export to CSV, Excel, Outlook (free)
  5. Contact information import from business cards using a smartphone


File sharing and Drive


  1. File synchronization 
  2. Online storage for company files 
  3. Online storage for individual and group files 
  4. Integration with One Drive, Google Drive, Dropbox, Box 
  5. Online editing using GoogleDocs, MS Office online 
  6. Local editing using MS Office, OpenOffice, LibreOffice 
  7. Public file and folder sharing
  8. File and folder access rights
  9. Document locking to prevent editing and replication
  10. File version storage for documents used in tasks, activity streams, and calendars


Contact center


  1. Built-in telephony;
  2. Email copy storage;
  3. Call tracking;
  4. REST API;
  5. Call back request forms;
  6. SIP connection for third-party telephony integration.


Telephony options


  1. Unlimited incoming/outgoing lines
  2. Integration of VoIP/SIP phones with Bitrix24
  3. Automatic call recording
  4. Automatic dialing
  5. Automatic call transcription
  6. Data export to Excel
  7. Missed call forwarding
  8. Call quality evaluation for customers
  9. Interactive voice response menus
  10. Custom or default voicemail and greeting messages
  11. Connection of different phone numbers to various traffic sources
  12. Internal phone number extensions for employees
  13. PBX integration using REST API and SIP connection


Open channels


  1. Analytics for channels
  2. Pre-set replies
  3. Data export to Excel
  4. Client conversation rating
  5. Supervisor conversation rating
  6. Conversation transfer between agents
  7. Rule-based queuing and routing
  8. Chat routing with the ring-to-all mode
  9. Channel statistics and access rights
  10. Working hour settings for live chat availability


Email features


  1. Integration with any email provider
  2. Inboxes per user
  3. Shared inboxes
  4. Integration with tasks
  5. Integration with CRM


Workflow and business process automation


  • Activity stream workflows
  • Custom workflows based on records
  • Custom workflows' creation inside a business process designer

* Please note that the information may have changed since the publication. For current prices and features please visit Bitrix24 pricing page.

P.S. If you share this page in Facebook or Twitter with hashtag #bitrix24, you'll automatically get a chance to win a 12-month subscription for Bitrix24 Professional ($2400/yr value)

Basic Features

  • Free unlimited records
  • Free 5GB online storage
  • Free email marketing
  • In-built contact center
  • Free customizable fields
  • Free quotes & invoices
  • Free call center
  • Cloud or self hosted (open source code access)
  • Free mobile CRM iOS and Android
  • Free integrations (RestAPI)

Fully Featured CRM

Fully Customizable

  • Custom fields
  • Sales automation
  • Custom forms
  • Flexible access right settings
  • Web to CRM
  • Email to CRM
  • Call to CRM
  • Contact center to CRM
  • Learn more

Unlimited Contact Center




Powerful Analytics

  • Custom reports
  • Dashboards
  • Sales pipeline
  • Sales funnel
  • Expected sales
  • Agent activity reports
  • Unpaid invoices
  • Lead sources (marketing channels)
  • Learn more

Bitrix24 manuals are available at training.bitrix24.com. We also have a great YouTube channel that covers every aspect of Bitrix24 apps, from sales to planning to communications to document management. To download self hosted editions of Bitrix24 that can be installed on your own server and come with open source code access, please visit Bitrix24 Self Hosted page.

9,000,000+ organizations have chosen Bitrix24