Insightly Service
Close tickets faster and retain customers with the service and support app built on the same platform as Insightly CRM and Insightly Marketing.
Speed
Close customer support tickets and share mission-critical information across your organization faster than ever.
Relevance
Get a timely read on current and historical customer status and spark more engaging, relevant conversations.
Insights
Empower internal teams with the customer data they need to perform their roles effectively.
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Empower your teams to solve customer challenges
By centralizing customer interactions, Insightly Service helps teams efficiently manage inquiries, track issues, and provide timely resolutions. It enables agents to access comprehensive customer profiles, ensuring personalized and effective support. Automation features help reduce response times, while analytics provide valuable insights into customer preferences. Ultimately, Insightly Service empowers businesses to deliver exceptional customer service, build trust, and cultivate long-lasting customer relationships.
Customer Support and Ticket Management
Insightly Service streamlines and simplifies the entire ticket management process from initial inquiry to issue resolution.
- Capture every single detail of a customer interaction so your entire team can deliver great service
- Empower your agents to create tickets on behalf of your customers for a better experience
- Track tickets in queues so you know which agent is supporting each customer at any given time
- Create tasks and opportunities directly from tickets to create greater velocity through your entire customer-facing experience
- Set Service Level Agreements to deliver on customer expectations
Public Portals
Create your own support portal where your customers can access knowledge articles, contribute to community forums, and submit tickets.
- Customize your portal with your branding and all languages you use to support your customer base
- Post knowledge articles, FAQs, and product updates to provide customers with a quick and easy way to capture information about your offerings
- Create community forums so customers can capture feature requests, allow customers to report problems, and more
- Moderate community forums and answer customer questions
Knowledge Articles
Create scale through your support delivery program with comprehensive knowledge articles that customers can use to learn more about your products and services.
- Easily share articles with customers through tickets, content macros, and your customer portal, where they access support
- Manage articles easily through logical categories and folders, making it simple for agents and customers to find the right information at the right time
- Update knowledge articles to your portal quickly and easily in bulk when you do new feature releases
- Track versions and notify the team when updates to existing content are made
Customer Support Insights
View the Insightly Service Dashboard to get an instant overview of your customer service operation.
- Pull data from across the organization to give you a high-level overview of tickets created by hour, weekday, and month
- Capture information on open tickets, unsolved tickets, pending tickets, and more
- Drive managerial decisions around new customer service strategies, quickly deploy resources effectively, solve customer problems faster, and ultimately, improve customer loyalty and satisfaction
- Customize dashboards and reports to your unique business needs (Professional & Enterprise plans only.)
Experience Insightly Service
Frequently Asked Questions
Where can I find more information about Insightly Service plans?
There are three plan levels for Insightly Service available with features and limits that allow you to pick the best value for your organization.
Do I have to use Insightly CRM and Insightly Service together?
No. Both Insightly CRM and Insightly Service are robust applications that stand on their own for use by sales teams and customer service teams, respectively. Each can also integrate with other CRMs and other customer service applications. However, when you implement both, you provide your teams full visibility into the customer, aligning them with a 360-degree view that will help them elevate the customer experience.
What are the benefits of a customer service application?
You want every interaction your customer service team has to be a positive one. You can help them achieve that goal by providing a software platform that allows them to close tickets faster and deliver personalized experiences.
Are service desk applications only for big companies?
Once you have more than one customer service agent, you can benefit from a customer service application. Some platforms come with high price tags, so only large organizations can afford them. Today, there are many affordably priced platforms that are intuitive so that virtually any organization of any size can use this technology.
What is an SLA?
A service level agreement (SLA) is a contract between a service provider and a customer that defines the types of service and the standard of service that the provider will provide and that the customer can expect. You can define and manage your organization’s SLA in Insightly Service.
What are some features of Insightly Service that increase the efficiency of a customer service help desk team?
Insightly Service includes the use of macros which are pre-written templates your agents can apply to a ticket to provide consistent, informational responses to frequently asked questions. Insightly Service uses knowledge articles for easy reference for internal teams that can also be made available to external audiences. The use of the SLA countdown feature keeps teams informed of how quickly customers are being served to ensure service goals are met.
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