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Why customer service teams need a CRM

Working in customer service brings with it a unique set of challenges. Keeping tabs on all your contacts and maintaining an overview of their customer data isn’t easy.

Tracking which customers you’ve contacted and who you need to reach out to can be challenging without the right CRM (customer relationship management) tool.

Pipedrive’s CRM software offers customer service professionals tools to organize customer service processes, facilitate communication with customers and optimize the customer experience.

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How Pipedrive works as a customer service CRM

Pipedrive is extremely useful for the entire sales process but comes into its own for customer services and when used to enhance the customer experience. Its key features and add-ons, many of which are fully customizable, will help your customer services staff develop strong relationships with current and potential customers.

What to look for in a CRM for customer support staff

Not every CRM suits every use case. You want a customer relationship management tool that fits your business, workflows and staff. If providing top customer satisfaction is your goal, look for these features in a CRM:

  • Contact management: Managing vast amounts of data with the wrong tool leads to frustration and confusion.

  • Functionality that suits your support team: Some CRM solutions are great for sales reps or marketing teams. Other types of CRMs prioritize profitability. If you value customer satisfaction, you need a tool that will allow you to efficiently tackle customer issues.

  • Real-time data: Access real-time customer information and use CRM data to understand customer needs and solve their queries as quickly as possible.

  • Lead management: Customer retention and low churn are one thing, but nurturing potential customers is equally important. Pipedrive’s CRM application helps you easily correspond with new customers via apps, chatbots and other integrations.

Effortlessly collect your website visitors’ details

Getting contact information from potential customers should be straightforward.

Pipedrive’s Web Forms, part of our LeadBooster add-on, enables you to embed customizable contact forms into your website.

Create your own web forms from scratch or use one of our powerful templates. You can add prospects as deals or leads and customize your post-sale process – including showing prospects a thank you message or directing them to another web page.

All your emails, just a click away

When you’re corresponding with customers while doing other tasks, constantly switching from one piece of software to another quickly becomes tiresome.

A CRM can help you centralize all your communications from any contact point.

Pipedrive’s CRM offers email access within the software to make customer comms a breeze. Start by synchronizing your email account in Pipedrive to compose and receive emails without leaving your customer service CRM software.

Try our CRM for email tracking and communications.

Track customer interactions

As a customer service professional, knowing exactly where you’re at with each customer is crucial. Without the right tool, it can be confusing.

A customer relationship management system allows you to have all your customer interaction history close to hand so that you can mark which customers you’ve contacted and who you still need to reach out to.

Say goodbye to spreadsheets and notepads full of customer information. Pipedrive will centralize your data and give you peace of mind that all your customers’ information is safe on a cloud-based CRM.

Stay on top of communication with our contact management feature.


Automate mundane repetitive tasks

You’re not alone if you feel like you’re spending too much time on administrative tasks and too little on customer service.

CRM Automations are designed to streamline certain tasks at specific points of your sales process, saving your customer service staff time.

Pipedrive’s customer relationship management software also lets you trigger automatic reminders, send personalized messages and even schedule an activity when a deal moves to a different stage in the sales cycle.

Boost efficiency with Piperive’s workflow automation.

Organize customer data

If your reps are relying on spreadsheets, email servers or even stacks of paper to manage your customer data, then a CRM could greatly improve productivity and reduce bottlenecks.

A customer service CRM tool puts all your customer data under one roof, so it’s just a click away.

See at a glance where all your leads are in their customer journey and facilitate more efficient communication, with Pipedrive’s CRM.

Organize your info with our customer data management functionality.

Over 400+ integrations

Expand the capabilities of Pipedrive with hundreds of apps and integrations

How Pipedrive helped JuiceBar double its conversion rate

​​US-based JuiceBar is a full-service provider of electric vehicle charging stations. It had problems with poor user data hygiene, complicated data manipulation and a lack of integrations, requiring constant manual reconciliation.

After a seamless migration from Salesforce to Pipedrive, the JuiceBar sales team was better able to refine exactly which leads they should be targeting and how to communicate with customers at different touchpoints. As a result, the company has doubled its web traffic to lead conversion rate and improved customer loyalty.

“I am consistently impressed with Pipedrive’s ability to walk the line between a rich data reporting backend and simple user data entry.”

Read the case study

CRM services FAQs

Used by over 100,000 companies in 179 countries

In the forecast view, we look at what deals are due to close this month, next month just to make sure everyone is really honest about what they should be working on.

Carolyn PearsonFounder, Maiden Voyage

One of the favorite features within Pipedrive is the email integration. It pulls all of the clients details in, so that we don’t have to think about it.

Erin and DrewFounders, Pro Arts

As a business owner, my favorite feature in Pipedrive is the statistics and being able to look at the dashboard and use those metrics to help each individual on the team.

Lisa CoyleCEO, 360 Payments

Start generating leads with simple web forms today!