1. Handling Customer Conversations in ShareCRM Support

Support agents can view message lists in the support console, where the system automatically groups conversations by status—primarily categorized as Active, Unanswered, and Closed. By selecting a specific chat record, agents can respond to customer inquiries in the conversation panel. The sidebar provides auxiliary functions, allowing agents to quickly access visitor profiles, historical service records, and knowledge base content. For businesses with AI plugins enabled, the ShareCRM AI Assistant is also available.

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Web/WeChat Channel

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Email Channel

In addition to text responses, agents can quickly share company resources from Cloud Drive, including Files, Images, and Videos with customers.

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Agents can toggle their online status in the support console to ensure no conversations are assigned when offline, preventing delayed responses.

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2. Collaborative Handling of Customer Conversations

During customer service, situations may arise where the current agent lacks the necessary expertise. In such cases, agents can promptly transfer the conversation or invite specialists to join the session for collaborative support. ShareCRM Support currently offers the following collaboration features:

• Conversation Transfer: Agents can transfer conversations directly from the support console.
• Specialist Invitation: Agents can add experts to group chats during active sessions.
• Private Chat: Internal discussions can be initiated within group chats without being visible to customers.

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3. Auxiliary Features of the Support Console

An effective support console goes beyond basic messaging—it empowers agents to deliver efficient service. ShareCRM Support Console includes these productivity tools:

• Displays Account details and related business information (e.g., Work Orders, sales orders) for quick reference.
• Integrates with the knowledge base to instantly retrieve solutions and share them with customers.
• Offers canned responses for FAQs, enabling rapid replies to common queries.

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4. Service Feedback

To maintain service quality, customers are invited to rate their support experience after each session.

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Service Rating