Automation
With customer service automation features like AI ChatBots, auto-ticket allocation and our auto-resolver, it’s never been easier to deliver satisfaction at scale
automation engine
Increase agent productivity by eliminating repetitive tasks
The HaloCRM automation engine automates repetitive tasks to reduce unnecessary admin time for your agents, such as sending acknowledgement emails with helpful knowledge articles embedded in automatically, or automatically escalating tickets when keywords are found.
HaloCRM’s automation engine is also constantly scanning your environment for events that require agent interaction, for example, automated alerts for when a follow up is due, making to do lists a thing of the past.
chatbot
Let the robots do the work
Take the pressure off your agents and give customers the tools they need to successfully help themselves, with the HaloCRM chatbot. Allow our bot to work with your customers to solve enquiries, suggest knowledge base content and even log enquiries with your real-life agents when needed.
In-depth analytics in our reporting suite can then show you how many enquiries our bot has avoided reaching a human, and even trend analysis into which type of enquiries you’re getting the most.
rules
Take the guesswork out of ticket allocation, prioritisation and more
HaloCRM’s rules engine will speed up operations by automating previously manual tasks. From automatically assigning tickets based on your customer service agent’s skillsets, automatically prioritising tickets based on the content of the customer’s enquiry, or even pre-populating custom fields based on contact attributes, HaloCRM will remove unnecessary manual tasks from your team’s workday.
match bot
Boost your first time fix rate with automation
Use the HaloCRM matchbot to speed up ticket resolution and increase your first-contact fix rate. Knowledge articles and resolved enquiries of a similar nature will be automatically suggested to customer service agents as they work, meaning as the conversation evolves, your agents will always have the most helpful guides and fixes at their fingertips.
Coupled with our contact context widget showing your contact’s existing enquiries and interactions, your agents will have everything they need to deliver their strongest service ever.
Canned text
Automate canned responses to standardise your service
HaloCRM’s canned text feature allows your organisation to control the responses that your customer service agents send to your customers. Canned text comes in the form of pre-set rich text responses, including text, images, tables and more, which will be automatically suggested to customer service agents as they work. This means the enquiries or issues that come up the most can be pre-scripted, and the customer service your organisation provides is standardised.
To make sure these responses stay personal, use our $ variables function, which allows you to pull any data from the conversation or contact record into the response.
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