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CRM for Customer Service

Turn customer service into a competitive advantage with Workbooks CRM.

Workbooks gives you MORE.

More accuracy.
More consistency.
More productivity.

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Deliver exceptional customer service, consistently image

Deliver exceptional customer service, consistently

  • Manage cases, answer customer questions quickly and effectively
  • Track activity history with a complete view of the customer
  • Increase agent productivity whilst reducing admin by automating repetitive tasks
  • Accurately measure your Service Level Agreements (SLAs)
  • Service your customers the way they want to be serviced
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CRM Customer Service Features

Ticketing & case management

Automatically create cases and set priorities. Assign tickets to individual users or groups (queues). Track all emails, notes and activities in one place. Synchronise with Outlook, Exchange/Office365 or Google Apps.

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Identify unhappy customers

Categorise customers into ‘Red/Amber/Green’ so you know which customers are happy and which ones are ‘at risk’. Utilise cases and reports to manage issues to a successful conclusion.

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Measure your SLAs

Track performance against Service Level Agreements (SLAs) in real-time. Identify which cases are overdue or about to breach SLAs.

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Manage agent workload

See open cases by agent. Easily reassign cases to different teams or users. Manage workload and resources allocation. Monitor trends by day, week, year and identify seasonal peaks.

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Case allocation

Automatically route cases based on agents’ skills and knowledge, for increased speed and accuracy of resolution.

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Reports & dashboards

Display your agent performance data on internal screens to help drive behaviour day-to-day. Share key customer case metrics with management for better decision making.

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Address recurring issues

‘Slice and dice’ your customer service data and get insight into re-occurring problems. Use the insight to deal with the source of the issues.

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Create a knowledge base

Record customers’ common problems and solutions and create a Knowledge Base of cases, ensuring the information is easy to find. Build email templates to ensure communication is consistent.

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Multi-channel support

Manage cases via an email inbox. Capture enquiries via a Web form. Allow customers to log into a Web portal and use self-service. Capture chat logs and integrate Social Media tools.

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Having issues with data quality?

Workbooks offers data deduplication and data quality tools that can be used directly inside our CRM platform: identify duplicate records en masse, using advanced fuzzy matching algorithms, define rules when merging records in bulk and automate the process to make sure your data always stays clean.

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Get started for as little as £22 a month!

Whatever your business needs, we have a solution for you.

Standard Edition £22

Per user per month billed annually

  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Order Management
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Business Edition £50

Per user per month billed annually

  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Order Management
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Did you know?

You can mix and match editions of Workbooks so you only pay for what you need.

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