Which channels does the Service CRM support?

Email, live chat, voice, WhatsApp, SMS, social DMs (X, Facebook, Instagram), and in-app widgets. Everything lands in a single shared inbox with AI-powered routing, SLAs, and conversation history.

How does AI help reduce ticket volume and resolution time?

AI triages incoming tickets by intent and urgency, drafts suggested replies from your knowledge base, summarizes long threads for handoffs, and deflects 30–50% of repetitive questions through a self-service portal — without frustrating users.

Can I enforce SLAs by customer tier or priority?

Yes. SLAs can be configured per plan, customer segment, region, or business hours. Breaches auto-escalate with notifications, and dashboards show response/resolution health in real time.

Does it include a knowledge base and self-service portal?

Yes. Build articles once and they render inside the help center, chat widget, and in-product suggestions. AI surfaces the right article based on the customer's question — even if the wording doesn't match exactly.

Is customer data secure and compliant?

SOC 2 Type II certified, AES-256 encryption, TLS 1.3, role-based access, and audit logging. HIPAA-ready workflows available for healthcare customers; GDPR-compliant data residency in US, EU, and India.

Service CRM

Support that
scales with you.

Resolve customer issues faster with AI-powered ticket routing, SLA management, a self-service knowledge base, and omnichannel support -- all in one platform built by APPIT Software Solutions.

AI Routing

SLA Tracking

Omnichannel

Self-Service

45%

Faster Resolution

90%

SLA Compliance

Channels

EmailChatPhoneSocial

Faster Resolution

AI-powered ticket routing

SLA Compliance

Real-time breach prevention

Fewer Repeat Tickets

Knowledge base deflection

Agent Productivity

Smart automations

Core Features

Everything your support team needs
to deliver exceptional service.

AI Ticketing System

Automatically classify, prioritize, and route incoming tickets to the right agent using AI. Reduce manual triage time and ensure every issue reaches the team best equipped to resolve it.

Auto-classification by category, urgency, and sentiment

Priority-based routing with skill matching

Smart assignment balancing agent workload

Duplicate ticket detection and merging

Custom workflow triggers and automations

SLA Management

Set granular SLA policies per customer tier, ticket priority, or issue type. Track compliance in real time with automated escalation rules that prevent breaches before they happen.

Real-time SLA countdown on every ticket

Multi-tier escalation rules with notifications

Breach prevention alerts for at-risk tickets

SLA pause during customer-pending states

Historical SLA performance dashboards

Knowledge Base

Empower customers to find answers on their own with a self-service portal. AI-powered search surfaces the most relevant articles, reducing ticket volume and improving satisfaction.

Self-service customer portal with branding

AI-powered semantic search for articles

Automatic article suggestions during ticket creation

Content analytics to identify knowledge gaps

Internal knowledge base for agent reference

Omnichannel Support

Unify email, live chat, phone, and social media into a single inbox. Agents see the full customer history regardless of which channel the conversation started on.

Unified inbox across email, chat, phone, and social

Channel-aware routing and response templates

Seamless conversation handoff between channels

Real-time chat with typing indicators and read receipts

Social media monitoring and response management

Customer Satisfaction

Measure and improve customer happiness with built-in CSAT and NPS surveys. Sentiment analysis on ticket conversations surfaces trends before they become systemic issues.

Automated CSAT surveys after ticket resolution

NPS campaigns with segmentation support

AI-powered sentiment analysis on conversations

Satisfaction trend tracking by agent and team

Closed-loop feedback workflows

Support Analytics

Gain visibility into every aspect of your support operation. Track resolution times, agent performance, ticket volume trends, and customer effort scores in real-time dashboards.

Average resolution and first-response time tracking

Agent performance leaderboards and scorecards

Ticket volume trend analysis with forecasting

Customer effort score measurement

Custom report builder with scheduled exports

How It Works

From first contact to resolution
in three simple steps.

Connect Your Channels

Link email, chat, phone, and social media accounts in minutes. Leadify aggregates every customer conversation into a single unified inbox, so your team never misses a request.

AI Routes & Resolves

Our AI engine classifies incoming tickets, assigns priority, routes to the right agent, and suggests resolutions from your knowledge base -- cutting average handle time by 45%.

Delight Your Customers

With faster resolutions, proactive SLA management, and self-service options, your customers get the support experience they deserve -- and your team stays focused, not overwhelmed.

Why Service CRM

Built for teams that take
customer support seriously.

Whether you are a growing startup handling your first hundred tickets or an established team managing thousands, Leadify Service CRM adapts to your workflow and scales with your needs.

Instant Ticket Triage

AI reads, classifies, and routes every incoming ticket in seconds. No more manual sorting or misrouted requests sitting in the wrong queue.

Agent Workspace

A unified workspace with customer context, suggested responses, internal notes, and collaboration tools -- everything agents need in one screen.

Canned Responses & Macros

Build a library of templated responses and multi-step macros. Agents resolve common issues in two clicks while maintaining a personal touch.

Team Collaboration

Internal notes, @mentions, and shared ticket ownership make it easy for agents to collaborate without the customer seeing back-and-forth.

Proactive Support

Monitor product usage signals and trigger proactive outreach before customers even report an issue. Turn support into a retention engine.

Automated Follow-ups

Schedule follow-up reminders and automate post-resolution check-ins. Ensure no ticket falls through the cracks and every customer feels heard.

Frequently Asked

Service CRM questions, answered.

Leadify unifies support with sales and marketing on one customer record. Tickets, emails, deals, and campaigns all share the same timeline — so agents never miss context, and managers see the full cost of a churn risk, not just the ticket.