Automate customer service with Vtiger CRM

Improving your customer satisfaction is the goal. A number of modules in vtiger CRM help you achieve that goal. The ticket system to register complaints and questions and support the process of handling them properly. Through the customer portal customers log in, consult their data, submit new tickets, follow the progress of existing tickets and search for answers in the knowledge base (FAQ). With Service Contracts you keep track of the agreements made with customers in service agreements.

Service contracts

The Service Contracts module offers your organization the ability to link ticket administration to a service contract. Tickets can be booked on contracts and in this way you can charge services to their user.

FAQ (Knowledge Base)

In the CRM system, you can create an FAQ (frequently asked questions) list as an organization.

You can use this FAQ list to:

• inform your customers about products, services and procedures
• Inform employees of internal (business) procedures
• Discuss procedures to improve customer service

After you set up the FAQ, it will become visible in the customer portal.

Tickets

Tickets (Trouble Ticket or Service Request) are information records related to a customer complaint report or service request. The vtiger CRM system allows you to track action items, use lists and screens to capture, track and manage customer issues or service requests.

In combination with the serial number administration (e.g. via the Assets module) you can also link tickets directly to a specific device or installation.

Self-service via customer portal

In vtiger 's online customer portal, you can give your customers access to almost all their related information stored in the CRM.
With the vtiger CRM system you'll have a portal at your disposal in which you can set up exactly which customers can view and edit their own data.

Users log in with their email address. This email address must be unique. To convince your customers that you are serious about their personal data and safety, it is recommended to choose an SSL certificate with Extended Validation for the customer portal.

The portal does need to be installed before use. Also, the layout is usually customized to your company layout.

Advanced Customer Portal

With the standard customer portal you give your relations access to a limited number of vtiger modules. They can view records, create tickets and edit (add images and documents).

The Advanced Customer Portal allows the user to modify the contents of a number of types of customer cards, also distinguishing between users in terms of access rights for viewing and modifications. The Advanced Customer Portal allows customers to modify data from the Contacts and Organizations (Accounts) modules.

Assets

In the Assets module you record characteristics of a sold product. For example, you can record the location and configuration settings of each individual installation. This is useful if you need to provide support later. You can also link tickets directly to Assets.