Automated Service: 3 ways to scale sales in Bitrix24
Posted: Tue Jan 21, 2025 3:31 am
It's no secret that customer service is a sensitive point in the customer journey . According to a survey by Microsoft (2019), 76% of Brazilian consumers stopped doing business due to poor service . With this high number, which is repeated in other countries, automated customer service has become an increasingly sought-after option to scale processes and offer a better customer experience.
Whether at the forefront of the sales team or in after-sales, according to the same survey, customer service can be an important competitive differentiator .
Continue reading this article to learn how to automate your company's customer service using different Bitrix24 features and other applications available to integrate with the platform.
Save money and scale your operation by automating your company's customer service
Process automation, CRMs , chatbots with artificial intelligence and other technologies have helped companies pay more attention to consumer needs.
Today, it is practically impossible to think about developing a customer service area without having this set of tools available or at least a CRM to support employees.
With a demanding and well-informed consumer, you need to be prepared to respond to dozens of different channels, within an acceptable time frame and with the best solution. Without one of these two elements, you will most likely receive a negative review.
It's a big challenge, especially when the only option to improve customer service is to scale up the operation. Hire more people? Move to a larger office? The scenario and decisions change according to each business, but there is something they all have in common: there are customer service activities that can be automated .
Check out 3 ways to automate your customer service operations to increase sales and gain more satisfied customers:
1) Automated Cadence Flow
CRM platforms are already more than indispensable for companies' sales processes, but not all of them have the ease of marketing automation . In Bitrix24.CRM , you can automate operational and repetitive processes to:
Make the operation more agile;
Have fully active service;
Maintain the rhythm and consistency of approaches;
Create reminders so salespeople keep everything under control.
? Tip: Depending on your strategy, you can set different reminders for the norway telemarketing data salesperson, who will have access to an automatically created list of daily activities , without you having to create everything manually.
You can have a pre-sales pipeline with follow-up attempts via email, SMS, WhatsApp messages and phone calls.
Based on the behavior, the lead will advance through the sales funnel on its own until the salesperson is reminded to approach the lead by phone. If cloud-based business telephony is enabled in Bitrix24, it will be possible to start the call with just one click, which will also be recorded in the contact's timeline in the CRM and accessible to all employees who approach that same lead in the future – hopefully, when the lead becomes a customer.
This automatic record of a contact's activities is very useful during the handover , when pre-sales qualifies the lead and passes it on to the salesperson, who will have an entire history generated automatically when negotiating. The same thing happens when the opportunity becomes a customer and goes to your company's post-sales area.
Your company will not only have a history of calls, but also of every small interaction, whether by WhatsApp, email or SMS, thus preventing the customer from having to repeat information with each new contact , which is one of the main complaints consumers have about a company's service.
>> Learn more about Bitrix24.CRM automation rules
Another important detail is that many companies forget that the acronym Relationship goes beyond sales. With Bitrix24.CRM, it is possible to create several cadence flows for different areas and even integrate them through the Sales Tunnels feature . Thus, the baton handover becomes part of a larger process and is fully controllable by CRM automations.
Marketing automation and Sales Pipelines are included in the CRM+, Standard and Professional plans. Talk to an expert to learn more!
2) Telephone service
With cloud telephony configured in Bitrix24, you can set up an IVR (Interactive Voice Response). You can set up welcome messages and define options to direct your customers to the correct service areas. This alone reduces the possibility of the contact going through several agents or someone in your company having to manually direct the contact to the correct department.
An interesting point for your company's customer service is that, if Bitrix24.CRM recognizes the phone number, it will bring all the contact information to the CRM screen to facilitate customer service .
3) Set up a chatbot in the Contact Center
The Bitrix24 Contact Center module is the heart of a company that seeks excellence in customer service . It allows you to connect different digital channels (Open Channels) and centralize them in a single environment to manage the entire service area and also obtain detailed reports. You can connect:
Live chats;
WhatsApp;
Telegram;
Facebook Messenger;
Facebook comments;
Instagram;
Yandex chat;
Between others.
Interactions are also recorded and the module has a direct connection with Bitrix24.CRM to facilitate contact management.
Automated support for Open Channels is provided by bots , which is not a native feature of Bitrix24, but is very easy to install and start using.
Chat Booster, an application developed by Br24, allows companies to be available 24 hours a day on these channels and also has a series of benefits for the commercial area:
Capture leads and register them directly in the CRM;
Use Bitrix24.CRM fields to validate contact information during the conversation;
Automatically qualify leads and send them to your salespeople's pipeline;
Update contact information registered in the CRM, without the need for any manual action;
Automatically manage service routines during and outside business hours;
And much more.
Chat Booster will soon receive an artificial intelligence update , as announced in the development roadmap, which will expand the possibilities of automatic support in Bitrix24.
Whether at the forefront of the sales team or in after-sales, according to the same survey, customer service can be an important competitive differentiator .
Continue reading this article to learn how to automate your company's customer service using different Bitrix24 features and other applications available to integrate with the platform.
Save money and scale your operation by automating your company's customer service
Process automation, CRMs , chatbots with artificial intelligence and other technologies have helped companies pay more attention to consumer needs.
Today, it is practically impossible to think about developing a customer service area without having this set of tools available or at least a CRM to support employees.
With a demanding and well-informed consumer, you need to be prepared to respond to dozens of different channels, within an acceptable time frame and with the best solution. Without one of these two elements, you will most likely receive a negative review.
It's a big challenge, especially when the only option to improve customer service is to scale up the operation. Hire more people? Move to a larger office? The scenario and decisions change according to each business, but there is something they all have in common: there are customer service activities that can be automated .
Check out 3 ways to automate your customer service operations to increase sales and gain more satisfied customers:
1) Automated Cadence Flow
CRM platforms are already more than indispensable for companies' sales processes, but not all of them have the ease of marketing automation . In Bitrix24.CRM , you can automate operational and repetitive processes to:
Make the operation more agile;
Have fully active service;
Maintain the rhythm and consistency of approaches;
Create reminders so salespeople keep everything under control.
? Tip: Depending on your strategy, you can set different reminders for the norway telemarketing data salesperson, who will have access to an automatically created list of daily activities , without you having to create everything manually.
You can have a pre-sales pipeline with follow-up attempts via email, SMS, WhatsApp messages and phone calls.
Based on the behavior, the lead will advance through the sales funnel on its own until the salesperson is reminded to approach the lead by phone. If cloud-based business telephony is enabled in Bitrix24, it will be possible to start the call with just one click, which will also be recorded in the contact's timeline in the CRM and accessible to all employees who approach that same lead in the future – hopefully, when the lead becomes a customer.
This automatic record of a contact's activities is very useful during the handover , when pre-sales qualifies the lead and passes it on to the salesperson, who will have an entire history generated automatically when negotiating. The same thing happens when the opportunity becomes a customer and goes to your company's post-sales area.
Your company will not only have a history of calls, but also of every small interaction, whether by WhatsApp, email or SMS, thus preventing the customer from having to repeat information with each new contact , which is one of the main complaints consumers have about a company's service.
>> Learn more about Bitrix24.CRM automation rules
Another important detail is that many companies forget that the acronym Relationship goes beyond sales. With Bitrix24.CRM, it is possible to create several cadence flows for different areas and even integrate them through the Sales Tunnels feature . Thus, the baton handover becomes part of a larger process and is fully controllable by CRM automations.
Marketing automation and Sales Pipelines are included in the CRM+, Standard and Professional plans. Talk to an expert to learn more!
2) Telephone service
With cloud telephony configured in Bitrix24, you can set up an IVR (Interactive Voice Response). You can set up welcome messages and define options to direct your customers to the correct service areas. This alone reduces the possibility of the contact going through several agents or someone in your company having to manually direct the contact to the correct department.
An interesting point for your company's customer service is that, if Bitrix24.CRM recognizes the phone number, it will bring all the contact information to the CRM screen to facilitate customer service .
3) Set up a chatbot in the Contact Center
The Bitrix24 Contact Center module is the heart of a company that seeks excellence in customer service . It allows you to connect different digital channels (Open Channels) and centralize them in a single environment to manage the entire service area and also obtain detailed reports. You can connect:
Live chats;
WhatsApp;
Telegram;
Facebook Messenger;
Facebook comments;
Instagram;
Yandex chat;
Between others.
Interactions are also recorded and the module has a direct connection with Bitrix24.CRM to facilitate contact management.
Automated support for Open Channels is provided by bots , which is not a native feature of Bitrix24, but is very easy to install and start using.
Chat Booster, an application developed by Br24, allows companies to be available 24 hours a day on these channels and also has a series of benefits for the commercial area:
Capture leads and register them directly in the CRM;
Use Bitrix24.CRM fields to validate contact information during the conversation;
Automatically qualify leads and send them to your salespeople's pipeline;
Update contact information registered in the CRM, without the need for any manual action;
Automatically manage service routines during and outside business hours;
And much more.
Chat Booster will soon receive an artificial intelligence update , as announced in the development roadmap, which will expand the possibilities of automatic support in Bitrix24.