Help desk and CRM

Help desk and CRM in one

Support email as a queue of cases, and contacts, companies and deals, on one record of each customer. Whoever answers a case sees the customer’s deals, and whoever works a deal sees their support history.

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A case on a phone: #46, “Wholesale invoice shows last month’s prices”, open and waiting on us for 19 hours, owned by Sam, with buttons to ask a colleague or hand the case off, and the customer, Maya Lindgren.

Support email that behaves like a queue

A customer writes to your support address and a case opens, ready for someone on the team to take. The queue says who each case is waiting on and for how long, worked out from who wrote last.

Saved replies for the questions that come back every week, with the customer’s first name filled in.
Knowledge articles your team writes once and puts into replies. Each product can have a public help center.
Response-time targets in business hours, with what is left shown on every case.

The case queue of Tallowquill Support. Cases waiting on a reply are at the top, the oldest reading “us · 19h”; below them, cases waiting on the customer read “them”. Each row gives the subject, the customer, who the case waits on and its status. — The queue: what waits on you, and for how long.

Deals that remember the support

A deal has an amount, a stage and a close date, and keeps the support cases that led to it, so an upgrade conversation starts with the full history.

Each stage shows what its deals add up to, and what they are likely to be worth.
Every email, call, note and change sits on one timeline for each customer.

Tallowquill Support’s deals, stage by stage from New lead to Lost: each stage headed by how many deals it holds and their total, each open stage also by that total weighted by its chance of winning, and each deal with its amount, company, close date and a Move to button. — The pipeline, with what each stage is worth and what it is likely to be worth.

Answers written once

Knowledge articles hold how-tos, known problems, policies and what to say. Put one into a reply, or publish it on your product’s help center.

Each article has someone who looks after it, and anyone who writes articles can flag one as wrong or out of date, which gives whoever looks after it a task.
A question asked on a help center opens a case.

The articles page in Tallowquill Support: a search and filters for product, kind and state above four articles, each marked as a how-to, a policy or a known problem, shareable or internal, and validated or not. — Knowledge articles, marked by kind and by who they are for.

Also in ContactRoll

Calls on the same record

Calls through your own Twilio account ring whoever is free, and every call that comes in lands on a case.

Notes and mentions

Write a note on a case or a deal and @mention a colleague. Notes stay with the team.

Who sees what

Nine ready-made roles, and a role can be narrowed so a member sees only their own records or their team’s.

Questions

Why have a help desk and a CRM in one?

So the person answering a case sees the customer’s deals, and the person working a deal sees what the customer asked support. In ContactRoll both are on one record, with one timeline.

Can a support case become a deal?

A deal keeps the support cases that led to it: on a deal’s page, link the cases, add its contacts and add tasks.

Is there a help center?

Yes. Each product can have a public help center, on every plan (on Free it carries a small “Made with ContactRoll CRM” line), showing that product’s validated, shareable articles, with a form whose questions open cases.