Zoapiere CRM provides enterprise quality Customer Support & Service features, such as Ticket Management, Knowledge Management, Customer Self Service Portal, Reports, and Support Statistics specifically useful for your organization's customer support force. You can also use other customer support-related modules, such as Products, Activity Management, Calendar, Contact Management, and so on.

Key Modules

• Ticket Management
• Knowledge Base
• Customer Self Service Portal

Ticket Management

• Track all trouble tickets related to customers end-to-end as per organization's customer support process.
• Associate trouble tickets with accounts, contacts, products, and other modules to have a better visibility on the trouble tickets.
• Create fully customizable list views as per Support person's requirement.
• Provide solutions to the trouble tickets submitted through Customer Portal .
• Automatically update the status of tickets through E-mail.
• Create fully customizable ticket reports.
• Create customer support statistics to help the managers to plan for a better customer support process.
• Create custom fields as per your organization requirements.

Knowledge Base

• Manage product-wise Knowledge Base in a centralized location for a better resolution of trouble tickets within least possible time.
• Associate Articles with trouble tickets and products .
• Provide public access to the Knowledge Base only after approval .
• Maintain up-to-date Articles in Zoapiere CRM based on customer suggestions & comments .

Customer Self Service Portal

• Track all accounts and related contacts, opportunities, cases, and other details from a common repository.
• Specify parent-child relationships between accounts and their subsidiaries or other divisions.
• Import accounts from external sources, such as ACT, GoldMine, and other applications.
• Generate quotes, sales orders, and invoices for the accounts.
• Track purchase history of the customers and analyze opportunities for up selling and cross selling.
• Create fully customizable account reports.
• Export accounts to spreadsheet software, such as Microsoft? Excel?, OpenOffice?, and others to analyze the buying patterns of a customers and set up loyalty programs.
• Attach customer-specific documents to accounts for a quick reference in future.

Contact Management

• Track all contacts and related opportunities, cases, activities, and other details from a common repository.
• Create the hierarchy of contacts within a company to have a better coordination while dealing with customers.
• Import contacts from external sources, such as ACT, GoldMine, and other applications.
• Export contacts to spreadsheet software, such as Microsoft? Excel?, OpenOffice?, and others for further analysis.
• Synchronize contacts with Microsoft? Outlook?.

Activity Management

• Add all important customer-related e-mails to Zoapiere CRM for quick reference in future.
• Store all the details of customer meetings and calls in a n intuitive calendar.
• Manage daily tasks of the Zoapiere CRM users to have a streamlined sales process.

Reports & Dashboards

• Pre-build reports for sales force automation.
• Sales pipeline analysis by stage.
• Monthly Sales pipeline analysis.
• Sales opportunities by lead source.
• Drill-down the dashboards by time and opportunity stage.

Product Customization

• Add custom fields as per your organization requirements.
• Customize tabs using drag & drop so that modules that are relevant to sales process can be shown.
• Change the look and feel of the user interface using customizable themes.