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In B2B businesses, customer service is a collaborative function. The Customer Success, Support, Onboarding, Solutions, Product, and Engineering teams need to work together like clockwork to deliver truly effective and personalized post-sales service.
However, traditional support software and CRMs make it challenging to develop a shared understanding of customers across teams. Because important customer information is locked away in different systems, collaborating cross-functionally is painful and causes delays.
But, when all teams can access all the data they need on each customer — from account details to subscription plans to support ticket histories — they can start working together to deliver high-quality service that retains customers and grows the business.
Our newest product, Velaris Support, is the only support tool designed to break down barriers between post-sales teams and help B2B organizations easily maintain and grow their customer relationships.
What is Velaris Support?
Velaris Support is a support tool that enables you to view, manage, and analyze support tickets in the same space as the rest of your customer data.
It comes with all the features that post-sales teams need to deliver responsive support experiences for their customers collaboratively:
1) Live chat
Embed our live chat widget in your product interface and allow your customers to send in support tickets through a pop-up chat window.
2) Shared inbox
Our shared inbox lets you view and resolve all tickets received through live chat or email.
You can add members from different teams to this workspace, allowing them to:
- View ticket details and activity timelines
- Prioritize and assign tickets
- Respond to customers
- Add comments and mentions to collaborate with team members.
3) AI-powered analytics
Your support tickets contain a goldmine of customer insights, but most organizations don’t have the tools to extract them. Our AI-powered intelligence tool will analyze your entire ticket database to surface trends, hidden customer pains, and behavioral insights.
These reports can be shared with the click of a button so that everyone is aware of what’s happening with customers.
Why choose Velaris Support?
Velaris Support unlocks new capabilities that benefit the entire organization.
1) Deliver consistent customer experiences by working cross-functionally
Velaris Support breaks the silos that form between CS and Support teams. Both teams can have visibility over customer histories and interactions so that one team can easily pick up where the other left off.
2) Enrich your customer data with new insights
Velaris Support's AI-powered analytics allow you to find key pain points and trends in customer behavior easily.
Customer Success teams can retrieve reports on items like the most requested features, usability issues, customer journey insights, and customer segment insights. These reports will arm you with the data you need to understand customer needs, influence the product roadmap, and proactively address issues.
3) Consolidate cross-functional workflows in one system and save on license fees
Integrating a separate support tool with your Customer Success Platform is costly and time-consuming. Velaris Support will combine your Success and Support tech into one system. This will make it easier to streamline your customer-facing workflows and save you from the extra costs of paying for two separate systems.
Book a demo to discover how Velaris can help you take your customer operations to the next level.
