1. Online Customer Service Overview

ShareCRM’s Online Customer Service module brings companies closer to their customers. From the first pre-sales contact, through negotiations during the sales process, to post-sale support, it delivers multi-channel communication across the entire customer lifecycle. It helps resolve customer issues, improve satisfaction, increase retention, and enables efficient customer relationship management that drives long-term profitability.

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2. Key Capabilities of Online Customer Service

2.1 Multi-Channel Access

Companies should support diverse customer service channels so users can conveniently submit requests. ShareCRM Online Customer Service supports website, WeChat, web chat, email, WhatsApp, and call center channels, allowing end users to initiate service requests anytime, anywhere.

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2.2 Agent Management

ShareCRM provides a unified agent management tool. Administrators can flexibly configure agent groups and members, and customize agents’ work schedules, online status, and the scope of conversation data they can handle. This supports complex staffing scenarios and reduces management overhead.

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2.3 Conversation Routing Rules

The system offers flexible conversation routing rule configuration. Administrators can set channel-specific rules to route conversations to different agent groups. For example, companies with tiered customer strategies can route high-value customers to premium groups. Within groups, the platform supports rich routing strategies: load-based routing, round-robin, idle-time routing, assignment by Account owner, assignment by Contact owner, and more. To maintain service continuity and consistency, you can also configure conversations to be prioritized to the previous agent who handled them.

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2.4 Call Center Integration

ShareCRM provides a standard call center integration plug-in and has been integrated with multiple mainstream call center vendors. Minimal configuration connects the call center with the CRM so agents see Account, Contact, Leads, and other CRM screens when a call pops. Agents can handle calls, record them, and route related Work Order and service data in one place. For deeply integrated vendors, agents do not need to log in to a separate call center system — they can perform inbound and outbound call handling entirely within ShareCRM, reducing login overhead and improving efficiency.

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2.5 Unified Agent Console

ShareCRM provides a unified agent console that consolidates all service channels so agents handle interactions from a single interface. The console includes multiple productivity features:

——Automatically identify the user and display Account/Contact details in a sidebar to help agents quickly locate customer information and improve service quality.

——Show related business records, such as Leads and Work Order details, enabling quick access to a customer’s service history so agents can respond confidently.

——Support canned responses: administrators can create common questions and responses that agents can insert with one click to speed replies.

——Quick access to the knowledge base: agents can search the company KB from the conversation sidebar to support professional, accurate responses.

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2.6 Intelligent Customer Service

With rapid advances in large language models, more companies adopt intelligent bots to increase automated handling, reduce human agent load, and lower operating costs. ShareCRM’s intelligent service can proactively suggest relevant issues and conduct smart conversations to help users search the knowledge base, check service status, and submit service requests autonomously.

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2.7 Analytics and Reporting

Managers can monitor service performance in real time via prebuilt dashboards to improve operational oversight. Examples include an overview page showing key metrics across channels (conversation volume, average response time, agent rankings), a live conversation list for managing active chats with transfer, transcript review, and end-call actions, and an agent performance report that shows each agent’s workload and productivity from a personnel perspective.

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