CRM for customer service

Customer service is more than just a department - it's the foundation of every business. And every customer interaction is an opportunity to make a positive impression and build long-lasting relationships. Create meaningful customer relationships with Capsule CRM for customer service.

CRM for Customer Service

360-degree view of your customers

Capsule comes with a complete view of your customers, which can help you offer personalized and exceptional experience that sets your business apart.

With customer information at your fingertips, you can gain valuable insights into their preferences, needs, and behaviors. This knowledge lets you anticipate their needs, tailor your offerings to their preferences, and provide proactive support.

Customer support for customer service

Just like how you provide excellent service to your customers, we also offer top-tier customer support to all Capsule users. We take customer service support very seriously. We understand that our clients rely on our CRM to manage their customer interactions, and any issues or concerns they have must be addressed promptly and effectively. That's why we provide fast and efficient customer support to our clients—approximately 96% of support tickets are answered within 24 hours.

Manage contacts

More than automation

In addition to standard features like contact and case management, we offer a range of advanced features that can help businesses take their customer service to the next level.

Whether you're looking to automate your customer management processes or gain valuable insights into customer behavior, our CRM system has the tools and resources you need to succeed.

Unlimited customization

We offer a range of customization options, including the ability to create custom fields and workflows, and to configure the system to match your unique business processes. We let our clients adapt Capsule to their specific needs, rather than having to change their processes to fit the CRM.

Discover the benefits of mobility and compatibility

Capsule is designed to be mobile compatible because we understand that businesses need to be able to manage their customer interactions on the go and across different devices. Capsule is user-friendly and intuitive, with a simple and consistent user interface across all devices and platforms.

Do even more with integrations

Get more done in a day by connecting Capsule to all your favorite software - giving you one complete view of your customer. Find out more about Capsule's wide range of integrations that you can use to automate and optimize your customer service processes.

See all our integrations


If you're using Gmail as your email client to manage bookings, inquiries and leads then you can install our add-on for Gmail which makes it easy to add contacts and store emails in Capsule without ever leaving your inbox.


Automatically create contacts whenever a call takes place. Handy call detail notes will be added including clickable links to call recordings. Create Tasks for missed incoming calls in order to ensure you don't miss out on new enquiries.

Microsoft Outlook

Easily access data and information from your email through Capsule’s CRM for Outlook. Connect Outlook to a powerful CRM to streamline your customer relationship management processes and improve overall efficiency and productivity.

Wufoo Forms

Submit new contacts and leads directly into Capsule using a form on your website. This makes gathering data much easier for your sales and marketing departments whenever someone submits their information via your forms.

The role of CRM in customer service

The concept of CRM has been around since the 1970s, but it wasn't until the 1990s that the term "CRM" was first coined. In the early days, CRM systems were mainly used as database tools for managing customer information, but over time they evolved to become more sophisticated, with additional features such as automation, analytics, and reporting.

Now, the role of CRM in customer service is undeniably crucial. CRMs, and their ever-evolving features, help the customer service industry provide exceptional customer experiences and build long-lasting relationships with customers.

Here are the reasons why you should consider a CRM for customer service support:

Centralized customer data management

A CRM system can help businesses better understand their customers the easy way. By centralizing customer data, businesses can gain a complete view of each customer, including their purchase history, communication preferences, and any previous interactions with customer service representatives. This information is organized and stored in a structured manner, making it easy to search, filter, and analyze.

Data gathered and provided by a CRM can be used to identify patterns and trends in customer behavior, enabling businesses to proactively address potential issues and opportunities through customer service support.

Access multi-channel communication

With the rise of digital channels, businesses must be prepared to respond to customer inquiries and issues across a variety of platforms. Multiple communication channels offer customers greater convenience and flexibility. Customers can choose the channel that best suits their needs and preferences, and businesses can respond quickly and efficiently, regardless of the platform used by the customer. Businesses, meanwhile, can reach a wider audience and engage with customers in different ways.

Upscale and expand seamlessly

CRM systems are designed to be highly scalable, which means they can grow and adapt as your business evolves. Whether you are a small business just starting out or a large enterprise with complex customer service needs, a CRM system can be customized to meet your specific requirements.

For small businesses, a CRM system can help streamline customer service operations and manage customer data in a centralized location. This can save time and increase efficiency, allowing small businesses to focus on growth and expansion.

For larger businesses, a CRM system can be used to manage complex customer service operations and provide insights into customer behavior and preferences. This can help businesses make data-driven decisions and improve customer experiences across all touchpoints.

Make timely support possible

One important aspect of delivering good customer service is making timely support possible. Customers expect quick and effective resolution to any issues or problems they encounter, and businesses that can provide this level of support are more likely to retain their customers and foster positive word-of-mouth.

Having a streamlined customer service process that is equipped with the necessary tools and resources can make all the difference in providing timely support. CRM for customer service, for one, helps automate routine tasks and workflows, such as appointment scheduling and follow-up emails. This frees up customer service representatives to focus on more complex and high-value interactions, improving overall productivity and efficiency.

Better reporting and data analysis

CRM for customer service can provide insights into customer behavior and preferences. This includes information on customer demographics, purchase history, and communication preferences. By leveraging this data, businesses can personalize their customer interactions, deliver targeted marketing campaigns, and improve the overall customer experience.

Offer customer service support anywhere with Capsule on mobile

Ideally, customer service should be 24/7. Accessible customer service support is critical for meeting customer expectations, resolving issues quickly, gaining a competitive advantage, reaching customers globally, and building a positive brand reputation. Knowing this, we offer Capsule CRM app on mobile to improve your mobility when offering customer service support.

Complete tasks and activities anywhere

The Capsule CRM mobile app provides a convenient way to stay on top of all your tasks and activities when responding to customers, whether you're on the go or offline. With this app, you can make changes to your dashboards and reports at any time, and the app will automatically sync those changes with the cloud when you have an internet connection.

This real-time syncing ensures that all team members or customer support representatives always have access to the latest information, even if they are not in the same location as you. This can be especially useful for businesses that have remote customer support representatives who work at home or in different time zones.

Power up your device with more tools

Integrating third-party tools and software can help you stay up-to-date with the latest technologies and trends that can further improve your customer service support. You can add integrations that automate your responses to customers, so they can expect fast customer support; integrations for job and time tracking, so you can measure the performance of your customer service support; or integrations for telephone and VoIP systems to reach out to more clients and customers anywhere in the world.

Log calls for data gathering

Capsule's mobile app allows you to gather customer data with ease. With its advanced features, the app automatically creates an activity log for any call made, which helps you keep track of your interactions with customers. Furthermore, the app allows you to add relevant notes immediately after the call has ended, making it easy to capture critical information and insights. This feature is particularly helpful for businesses that rely heavily on phone calls as a means of communication with customers, as it eliminates the need to manually log information and reduces the risk of errors or omissions.

Productive teamwork on the go

Capsule's mobile CRM facilitates team collaboration among customer service representatives with messaging, task assignments, and shared calendars, improving communication and preventing delays or scheduling conflicts. Assigning and tracking tasks increases efficiency and ensures projects are completed on time, while the shared calendar allows for effective event planning. Regardless of where team members are located, the mobile CRM ensures everyone is on the same page, promoting productive teamwork.

Real-time updates on mobile

Our app allows you to stay connected with your customers and respond to their needs in real-time, all from your mobile device. Real-time notifications can also help improve customer satisfaction. By responding promptly to customer inquiries or concerns through notifications sent on mobile, you can demonstrate your business’ dedication to customer service and build stronger customer relationships.

Free CRM for customer service

If you're still in the process of exploring the various possibilities offered by a CRM for enhancing customer service support, then Capsule is the ideal platform for you. Our free version is available for businesses and customer service representatives—with up to 250 contacts on storage. Capsule provides access to all the fundamental features of a powerful CRM for customer service, allowing you to enhance your customer management process, automate administrative tasks, and begin adopting new technologies.

We also offer a 14-day free trial for all our paid plans, which can be canceled at any time and does not require credit card information. During this complimentary period, you can use both the website version and mobile app. If you decide to proceed with a plan, you can choose from our four paid plans: Starter, Growth, Advanced and Ultimate.

Trusted by thousands of customer service reps worldwide

Capsule CRM’s name is synonymous with integrity, productivity, and functionality. That’s why we’re trusted by thousands of businesses worldwide.