Phone customer service software, backed by your CRM
Cloud customer service software with a built-in CRM: inbound calls, full customer history, IVR and queues for a friction-free phone support desk.
Every inbound call opens the customer record and its history
When a customer calls, the agent immediately sees their record: contact details, contracts, previous exchanges and open requests. Customer service stops making callers repeat themselves and handles the request on first contact.
IVR and queues to route callers without losing them
An interactive voice response (IVR) menu qualifies the request and routes the call to the right agent group. Queues, with hold messages and automatic callback, absorb peaks without jamming the line.
Request tracking: notes, statuses and scheduled callbacks
Every request is tracked in the record: free-form note, status (open, pending, resolved) and scheduled callback. Nothing gets lost between two calls, even when another agent picks up the case.
Omnichannel: phone, but also email and messaging
Customer service isn't limited to voice. Requests received by email or messaging are attached to the same customer record, for a relationship tracked across every channel.
Supervision and service quality
Supervisors track the number of waiting calls, average wait time and load per agent in real time. Statistics per period help size the team and meet service-quality targets.
The customer service module builds on the VDCloud management CRM and shares the same telephony as the call center. For technical requests, see the technical support software.