Salesmate support suite: All-in-one customer support software

Q: What are SLAs, and how do they work in Salesmate?

SLAs (Service Level Agreements) define the maximum time allowed for response and resolution. Salesmate makes setting, tracking, and enforcing SLAs easy.

Q: Can Salesmate’s AI Agents really handle support on their own?

Yes! Auto-Pilot Agents answer FAQs, qualify leads, and automate tasks, while Co-Pilot Agents assist reps by suggesting accurate answers in real time.

Q: Does Salesmate support multi-channel communication?

Absolutely! Engage with customers across live chat, email, social media, and more - all managed from one platform.

Q: How can I reduce my support ticket volume?

With Salesmate’s Knowledge Base, customers can easily find answers to common questions, reducing repetitive queries and freeing up your support team.

Q: Can I measure customer satisfaction with Salesmate?

Yes! Use CSAT and CES surveys to gather actionable feedback after every interaction and improve your customer support quality.

Empower your team with a unified, AI-driven customer support platform that helps you manage tickets, deliver faster resolutions, and provide a seamless experience across channels.

Simplify support with powerful ticketing
Respond faster with AI-assisted agents
Boost customer satisfaction with SLAs & surveys

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all-in-one platform

Why customer-focused businesses choose Salesmate for Support

Today’s customers expect fast, personalized, and consistent support. Salesmate’s Customer Support Suite gives you the tools to manage queries efficiently, provide proactive assistance, and strengthen relationships - all from one easy-to-use platform.

Ticket Management

Streamline every customer request

Streamline your customer service operations with Salesmate’s intuitive Ticketing software. Manage, prioritize, and resolve customer issues effortlessly, while keeping your team and customers in sync.

Tailored ticket pipelines: Customize workflows to suit your processes-whether it’s customer inquiries, internal requests, or back-office support. Create different pipelines with specific stages to stay organized and efficient
Real-time notifications: Keep your team informed with instant alerts for new tickets, updates, escalations, and status changes. Ensure no request goes unnoticed, even during high-volume periods
Collaborative ticketing: Assign tickets to the right agents, tag teammates, and leave internal notes for seamless collaboration and faster resolutions
Comprehensive insights: Use pre-built reports and dashboards to track ticket volume, resolution times, and customer satisfaction. Identify bottlenecks and make data-driven improvements in your support process

Learn more about Ticket management

SLA

Never miss a deadline

Maintain high service standards and build trust with guaranteed response times. Salesmate’s SLA management ensures timely and accountable customer support.

Easy configuration: Define and automate SLA policies for different customer segments and ticket types with minimal setup effort
Priority-based actions: Set urgency levels to make sure critical issues are handled first. Escalate tickets automatically if deadlines are at risk of being missed
Enforce response and resolution timelines: Establish clear deadlines for first responses, resolutions, and escalations - ensuring your team meets expectations every time
Breach notifications: Instantly alert your team and stakeholders when an SLA breach is imminent or occurs, keeping everyone proactive and accountable

Knowledge Base Management (Beta)

Empower customers to find answers

Empower customers and reduce ticket volume by offering a robust self-service portal. Salesmate’s Knowledge Base makes it easy to create and share helpful resources.

Create a self-service library: Publish FAQs, how-to guides, product documentation, and troubleshooting articles so customers can quickly find answers on their own
Organize content effortlessly: Structure articles into categories and subcategories, making it easy for users to navigate and find relevant information
Search-optimized access: Provide a powerful search function so customers can instantly locate the right article without sifting through pages of content
Brand customization: Match the knowledge base with your brand’s look and feel, creating a seamless and professional self-help experience

AI Co-Pilot Agent (BETA)

Help your team work smarter, not harder

Boost support productivity with Salesmate’s AI Co-Pilot, your team’s intelligent assistant for handling repetitive queries and surfacing knowledge instantly.

Instant knowledge access: Pull answers directly from your knowledge base, reducing time spent searching for information and ensuring consistent, accurate responses
Context-aware suggestions: Recommend relevant replies based on the conversation context, enabling agents to handle more complex issues without getting bogged down by FAQs
Continuous learning: Analyze past conversations to continuously improve suggestions and accuracy, making your support smarter over time
Focus on what matters: Free up your agents from repetitive questions like pricing inquiries, allowing them to focus on resolving complex customer issues that require a human touch

Learn more about AI Co-Pilot

AI Auto-Pilot Agent (BETA)

Automate tasks and conversations-round the clock

Deliver 24/7 automated customer service with AI Auto-Pilot Agents. These intelligent chatbots handle customer conversations, automate workflows, and improve operational efficiency.

Seamless chat automation: Engage customers in real-time through your website, mobile apps (iOS & Android), or other digital channels using SDK integrations
Automate common tasks: Automatically answer FAQs, qualify leads, and collect customer information - no human intervention required
Integrate with APIs and smart flows: Execute advanced actions like checking order status, processing returns, or booking appointments by integrating with your backend systems like Shopify or other e-commerce platforms
24/7 availability: Provide uninterrupted support, resolve customer inquiries at scale, and ensure your customers always have access to assistance—even after hours

Learn more about AI Auto-pilot

Live Chat

Instant support, real connections

Connect with customers instantly through Salesmate’s Live Chat. Deliver personalized support, answer questions in real-time, and boost customer satisfaction.

Instant customer engagement: Engage visitors proactively, offer product guidance, and assist customers directly from your website or mobile app
Increase brand presence: Design chat interfaces that blend seamlessly with your website’s branding and offer a smooth customer experience
Team collaboration in chat: Transfer chats, tag teammates, and share internal notes to ensure complex issues are addressed by the right expert
Chat history & transcripts: Maintain a complete record of past conversations, providing context for future interactions and ensuring continuity in customer service

Learn more about Live chat

Social Media Support

Meet customers where they are

Manage customer interactions across social media platforms from a unified inbox. Salesmate makes it easy to support customers wherever they are.

Social media integration: Manage Facebook messages, Instagram DMs, WhatsApp chats, and more from the same platform. Salesmate brings all these channels into one unified inbox - respond faster without switching between platforms
Real-time monitoring: Keep an eye on customer interactions, social mentions, and brand conversations to proactively offer support and resolve issues
Assign and collaborate: Route social media conversations to the appropriate team member or department and collaborate internally to ensure timely, accurate responses
Analytics and reporting: Track response times, engagement metrics, and sentiment analysis to continuously optimize your social media support strategy

CSAT & CES Surveys

Listen, learn, and improve

Measure customer satisfaction and effort in real-time to understand how your support team is performing and identify areas for improvement.

Quick, simple survey deployment: Trigger CSAT and CES surveys after a ticket is resolved or a chat is closed to collect instant feedback
Customizable templates: Tailor surveys to your brand’s voice and target specific support interactions for more relevant insights
Analyze customer sentiment: Gain visibility into how customers feel about your service and identify patterns that lead to dissatisfaction or churn
Close the feedback loop: Use survey data to take corrective action, follow up with customers, and improve your service processes

Satisfaction Reports

Track performance. Boost satisfaction

Get a clear view of how your support team is performing and where to focus improvement efforts with comprehensive satisfaction reports.

Detailed performance dashboards: Visualize team performance, customer satisfaction scores, ticket resolution metrics, and SLA compliance in one place
Agent-level insights: Drill down to individual agents to recognize top performers and identify coaching opportunities
Trend analysis: Spot trends over time to anticipate customer needs, improve workflows, and enhance the overall customer experience
Exportable reports: Share reports with top management to maintain transparency and align your support strategy with broader business goals

Why should you use a customer support system?

A modern customer support system streamlines your communication, ensuring no query falls through the cracks - while boosting team efficiency and customer satisfaction.

Centralize customer interactions: Manage emails, chats, calls, and social media messages in one unified inbox for better visibility and quicker responses
Resolve issues faster: Automate ticket routing, prioritize urgent requests, and enable your team to handle more queries without compromising quality
Boost customer satisfaction & loyalty: Deliver timely, personalized support experiences that turn one-time customers into loyal brand advocates
Gain actionable insights: Track key support metrics like first response time, resolution rate, and customer satisfaction to continuously improve your service
Scale support without adding headcount: Leverage AI agents, self-service portals, and automated workflows to handle more requests efficiently as your business grows

Loved by teams that care about customer support

The Instagram integration has been a game-changer for us. We’ve been able to respond directly to Instagram messages from prospective patients, which has opened up a whole new avenue for patient engagement