Boost team productivity

• Centralize your multi-channel support on a single platform
• Fully automate case creation, assignment, and resolution process.
• Make it easy for team members to collaborate seamlessly to ensure quick case resolution
• Turn frequently asked questions into knowledge base accessible on self service portal to reduce case volume and help your team focus on solving more complex problems.  

Gain actionable insights

• Use Vtiger’s help desk insights to get real time visibility into your team’s performance and make data driven decisions. 
• Visualize the most important metrics such as case resolution time, team workload, customer satisfaction ratings and more to quickly identify bottlenecks and respond to them faster.
• Schedule reports to convert raw data into actionable insights and find quick solutions to common help desk issues. 

Improve customer satisfaction

• Configure SLAs to prioritize cases, automate escalations and guarantee customer support reliability. 
• Establish business hours to set response expectations and support customers across time zones.
• Send customer satisfaction survey to measure customer happiness after every case resolution. 

Easy to use help desk software

• Work on a unified platform to provide quick, consistent, and context aware solutions. 
• Get on-screen and email alerts on customer queries coming from emails, phone calls, chats, webform, customer portal or social channels.  
• Automate with a personal touch.

Resolve issues faster

• Collaborate within and across teams quickly to get customer issues resolved in time.
• Assign co-owners for a case when a different team is working on resolution without losing the visibility into the progress. 
• Get smart recommendation of relevant answers. Vtiger’s intelligent system learns as you use these recommendations to throw only the best answers.
• Use canned responses to answer frequently asked questions faster.

Collaborate better

• Use @mentions to quickly get the attention of team members
• Create work orders and internal tickets to assign tasks across teams
• Exchange documents with customers right through the customer portal to avoid unnecessary back and forths.