keyCRM | Customer Communication

Messaging app chaos

Managers reply from their personal Telegram and Viber accounts, so you have no idea what’s happening. Was the lead added to the database? Was the inquiry resolved?

No clear process

It’s hard to tell which manager is responsible for each conversation, how many chats they handle or how well they handle them. That makes it difficult to assess customer service.

Lost inquiries

You have multiple Telegram, Viber, email or Instagram accounts, and inquiries come in from all directions. Some get missed — and those customers and sales are lost.

Where did we talk?

It’s hard to remember which messaging app you used to talk to a customer, what you discussed or whether they placed an order or booked a service. Finding the conversation becomes a quest.

Moving information between tools

You chat with a customer in one window, enter their order or appointment in another, and arrange shipping in a third. Switching between them takes time and makes the process inconvenient.

Recognizing returning customers

When a customer messages again, it may not be clear who they are, which order or service they’re asking about, or what they need. You have to start by figuring everything out again.

Telegram, Viber, WhatsApp, email, Instagram, Facebook, TikTok and website live chats — all in one place

Connect your messaging apps to keyCRM and manage all customer conversations in one convenient workspace, without losing track of them. No need to log in to multiple accounts, switch devices or jump between apps. Work in the CRM interface you already know.

Connect as many channels as you need

Connect as many Telegram, Viber (including phone-number-based accounts), WhatsApp and email accounts, Instagram profiles and Facebook Messenger and TikTok accounts as you need.

Talk to all your customers without leaving keyCRM. Your accounts are protected from being blocked because we use the apps’ official APIs.

Phone-number-based Viber, Telegram and WhatsApp — only in keyCRM

A new way to manage customer conversations: use your personal Telegram, Viber and WhatsApp accounts right inside keyCRM. Collect inquiries, orders and service bookings; create orders and lead or customer profiles — without leaving the system. Keep using the phone-number-based accounts you’re familiar with by connecting them to your CRM.

Built-in smart telephony in CRM

Handle customer and lead calls without leaving keyCRM. Make sales and create order, appointment or lead cards right during the call. The system saves the details automatically and recognizes the customer the next time they get in touch.

Keep track of your operators with call recordings, communication history and response time statistics.

Website live chat widget

Chat with website visitors in real time using a stylish live chat widget that takes just a few minutes to install. All conversations are available in one place, right in keyCRM.

The widget integrates with Telegram, Viber, Instagram and Facebook Messenger. You can share images and videos, paste content from your clipboard and set your live operators’ working hours. Push notifications let you know when someone sends a message through your website chat.

Learn more about keyCRM

The best way is to sign up and try it out. It’s easy, and you can use the system free for up to 30 days. Still have questions? Check out our Knowledge Base. Want to talk? We’re here to help — message us in the chat.

Sales funnels for messaging apps and chats

Inquiries from messaging apps, social media and email come into keyCRM, where you can process them in sales funnels tailored to your business.

Move leads through each stage, track their progress and assign managers follow-up or upselling tasks. Turn chat inquiries into orders, deals or service bookings — quickly and easily.

Chat statistics in CRM

keyCRM collects data about your customer communications, including service ratings and comments.

View overall analytics, including the number of conversations and closed tasks, as well as managers’ average response times. Track the same metrics by channel, team or individual operator — including how many conversations each team member handled and how quickly they responded.

Communication quality ratings

Customers can rate their experience and leave comments about the service they received in Chats, both on your website and in Telegram.

Chat ratings help both your company and your customers. They help you maintain a high standard of service and improve the experience for everyone.

Give your team the right access

Not every CRM user needs to see every conversation between managers and customers. You can limit employees’ access to all chat features or to specific messaging channels.

There’s no need to share Instagram or Facebook Messenger passwords with your team. All chat work happens in your CRM account. Choose who can access what with keyCRM’s flexible permission settings.

Talk, sell and manage your business on the go

keyCRM on your smartphone. Download the mobile app for iOS and Android.

Bulk actions in CRM

Quickly handle common tasks in retail:
● Merge and copy orders● Record payments and add products● Automatically link products from marketplaces

A wide range of order fields

keyCRM includes the order fields you need for e-commerce, plus:
● Customer comments and personalization details● Gift messages and packaging options● File uploads to orders, tags and more

Quick templates

Set up templates for printing and exporting orders:
● Print orders for production● Export data for more detailed analytics● Configure exports for use in other applications

Automated shipping

All modules are built in — no need to buy plugins or hire a developer:
● Create shipping labels in one click● Track parcels automatically● Update order statuses based on delivery statuses

Omnichannel communication

All the tools you need to communicate with customers are in one system:
● Messaging apps, phone calls and email● Create an order or customer profile directly from a chat● Keep track of unread messages

Customer database management

Keep your customer database under control with customer profiles, order history and statistics:
● All customer details in one profile● Automatically find duplicates to keep your database clean● Distinguish between the buyer and the parcel recipient

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All your chats in one CRM

● Talk to customers across messaging apps, social media, website live chats and marketplaces● Built-in telephony with call recordings and AI analysis● Automatically move chats into sales funnels● Evaluate the quality of customer communication