Questions Support CRM එකකට තිබ්බොත් හොදයි කියලා හිතෙන Features ටිකක් කියාගෙන යන්න පුළුවන්ද?

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1. Ticket Management System ​

• Customer issue එක automatically ticket එකක් විදිහට create වෙන්න
• Priority (High/Medium/Low) set කරන්න
• Status tracking (Open, In Progress, Resolved, Closed)
• SLA (Service Level Agreement) tracking

2. Multi-Channel Support ​

• Email
• Phone calls
• Live chat
• WhatsApp / social media (Facebook, Instagram)

3. Auto Ticket Assignment ​

• Issue type අනුව agent ලාට auto assign කිරීම
• Load balancing (equal work distribution)
• Skill-based routing (technical issues → technical team)

4. Knowledge Base ​

• FAQs / help articles
• Self-service portal එකක්
• Customersලාට තමන්ම issue solve කරගන්න පුළුවන්

5. SLA & Escalation Management ​

• Response time / resolution time define කරන්න
• SLA breach උනොත් auto alert / escalation
• Manager notification system

6. Customer History View ​

• Customer එක previously කරපු complaints
• Purchase history / interactions
• Notes & agent comments

7. Automation Rules ​

• “If keyword = payment issue → assign to finance team”
• Auto reply messages
• Ticket status auto update

8. Reporting & Dashboard ​

• Tickets per day/week/month
• Agent performance
• SLA compliance reports
• Customer satisfaction score (CSAT)

9. Internal Notes & Collaboration ​

• Agents අතර private notes
• @mentions (team collaboration)
• Ticket discussion thread

10. Customer Feedback System ​

• Ticket close උනාට පස්සේ rating (1–5 stars)
• CSAT / NPS (Net Promoter Score)

11. Integration Support ​

• ERP systems
• Payment gateways
• Email servers
• Chat systems
• APIs for mobile apps

12. Role-Based Access Control ​

• Admin / Agent / Supervisor roles
• Data visibility control
• Audit logs

13. AI Features (Modern CRM) ​

• Auto reply suggestions
• Chatbot integration
• Sentiment analysis (customer angry / happy identify කිරීම)
• Ticket summarization

14. Search & Filtering ​

• Ticket search by ID, customer, keyword
• Advanced filters (status, priority, date, agent)

Bonus Ideas (Advanced Level)​

• Omnichannel chatbot (24/7)
• Voice-to-ticket (call recordings → tickets)
• Predictive issue detection
• Customer journey tracking