Automatic case creation from any channel
Cases include all of the information you need to resolve a an issue effortlessly. This includes relevant conversations, contact info, any related documents or other cases, and the case clock. If you need more help, you can add a comment @mentioning a team member, or to answer the call, just use a templated response or write your own reply.
Engage customers wherever they are, with multi-channel support
In the blink of an eye, Vtiger organizes your cases so you can focus on solving them.
To do that, Vtiger automatically creates a case whenever a customer reaches out through any channel, including phone, email, chat, portal and Twitter. These are pulled into a single case inbox and then automatically assigned to agents for immediate attention.
Let your customers help themselves, with a self service portal and knowledge base
Save your support team time by giving your customers access to a private customer portal. From there, they can review their case histories, submit new ones, share files, or view your knowledge base built from past cases you’ve resolved.
Ensure a timely resolution to every issue, with SLAs and automated escalation
Different types of issues and customers require different case priority levels. Apply SLAs to cases based on the customer type, issue type, or other criteria letting agents know how long they have to resolve the issue, and to automatically escalate cases to managers when the expected resolution time is in danger of being crossed.
Get insight into team, process, and pipeline activity and efficiency
The support insights tool shows you a rundown of the health of your support organization by pipeline stage, agent, and other criteria. Measure how each has been growing over time to spot bottlenecks that can be opened to increase efficiency. Or, filter on data and build reports that help justify new decisions.
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