Unify sales and support in one platform
A customer support CRM combines contact management with ticketing and service features, giving support teams full customer context for better resolutions.
Support teams without CRM context ask customers to repeat information, can't see purchase history, and miss upsell opportunities. Siloed systems create poor customer experiences.
A unified CRM with support features shows complete customer history, enables ticket creation from any channel, and surfaces sales opportunities during support interactions.
What to look for in a CRM
Ticketing System
EssentialCreate and track support tickets
Customer Timeline
EssentialFull history of all interactions
Multi-Channel
ImportantEmail, chat, phone, social support
Knowledge Base
ImportantSelf-service documentation
SLA Management
ImportantTrack response and resolution times
Customer Portal
Nice to haveSelf-service ticket submission
Top-rated options for this use case
4.6
Best for: Unified Freshworks suite
Free + $15/agent/mo
4.5
Best for: All-in-one platform
$100/seat/mo
4.4
Best for: Value support CRM
$14/user/mo + Desk
4.5
Best for: Enterprise service
$25/user/mo
Step-by-step guide to get started
Measure success with these benchmarks
First Response Time
Time to first human response
Resolution Time
Average time to resolve tickets
CSAT Score
Customer satisfaction rating
Self-Service Rate
Issues resolved without agent
Our AI products handle Tier 1 support, reducing ticket volume and improving response times.
AI chatbot resolves common issues
24/7 support availability
Escalation to human when needed
Logs to CRM/helpdesk
Our AI products enhance any CRM for this use case.