Customer service software
Customer service software next to the customer record.
Veliq CRM includes support ticketing with SLA response and resolution timers, a public help center and satisfaction surveys, so service agents see the same account the sales team sees.
Service features
Help desk features on the same record.
Tickets sit on the account and contact, so an agent sees open deals, invoices and earlier tickets without switching tools.
Set response and resolution targets per priority. Timers run on every ticket, and performance reporting shows how you are doing.
Publish a public help center so customers can find answers before they open a ticket.
Send satisfaction surveys and read the responses in the CRM.
Open a Discuss room on a ticket. Only people who can open the ticket can read the room, and it shows live ticket cards.
When a ticket breaches its SLA, the team can be pulled into a chat room to swarm it, instead of the breach waiting in a report.
Why in the CRM
Service and sales share one view.
A separate help desk keeps its own copy of the customer. Keeping tickets inside the CRM means a renewal conversation can start from the open ticket, and a support agent can see that a large deal is in progress.
Genie, the AI assistant in the service module, answers from your ticket data, and it asks for confirmation before it changes anything significant.
A ticket, start to finish
How a support ticket moves through the CRM.
- The ticket is created
It attaches to the account and contact, so the agent sees the customer's deals, invoices and earlier tickets.
- The SLA timer starts
Response and resolution targets run from the priority you set, and the timer is visible on the ticket.
- The team discusses it
Open a Discuss room. Only people who can open the ticket can read the room.
- The customer is surveyed
Send an NPS or CSAT survey and read the responses in the CRM.
- The report shows how you did
SLA performance reporting shows how often you met your targets.
Who it suits
Teams that fit this help desk.
A handful of agents who want ticketing, SLA timers and a help center without a separate help desk tool.
Where the same account is handled by sales and service, one record avoids the copy-paste between tools.
Log client requests as tickets and keep response times visible. See the agency guide.
Customer service
Service questions, answered.
What does customer service include?
Tickets with SLA timers and reporting, a public help center, NPS and CSAT surveys, and a chat room for any ticket.
Is there live chat on my website?
No. Veliq CRM does not include a live chat widget for your website visitors. Inchat is team chat for your own staff.
Can it handle phone calls?
Calls are logged by hand. There is no telephony or automatic call recording today.
Does it have a help center?
Yes. You can publish a public help center so customers can find answers before they open a ticket.
Does it measure customer satisfaction?
Yes. NPS and CSAT surveys are included, and you read the responses in the CRM.
Can agents see the customer's deals?
Yes, if their access allows it. Tickets sit on the account and contact, and access follows each person's permissions.