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How Odoo’s Multi-Channel Support Boosts Satisfaction in 2024?

Gone are the days when a single support channel sufficed. Customers now expect a seamless, omnichannel experience, where they can reach you on their preferred platform – be it email, phone, live chat or social media. 

This is where Odoo‘s multi-channel customer support shines.


Zendesk report highlights that 73% of customers expect companies to use multiple channels to provide support. This multi-channel approach fosters better customer engagement and satisfaction.


However, managing support across multiple channels can be a nightmare without a unified system. Businesses often struggle with :

1) Scattered Data : Customer interactions are siloed across different platforms, making it difficult to track communication history and offer personalized support.

2) Inefficient Workflows : Agents waste time switching between platforms and manually entering data, leading to slower resolution times.

3) Limited Visibility : Businesses lack a holistic view of customer issues, hindering proactive problem-solving and improvement strategies.


Odoo’s built-in Helpdesk module empowers businesses to deliver exceptional customer service through a unified platform. 

Here’s how Odoo’s multi-channel support empowers you :

  1. Centralized Ticketing System : Manage all customer inquiries – emails, phone calls, live chat messages and social media interactions – in a single, organized queue.
  2. Automated Workflows : Streamline your support process with automated ticket routing based on urgency, category or customer.
  3. 360° Customer View : Gain a complete picture of your customer interactions, including past tickets, purchase history and communication history.
  4. Seamless Collaboration : Facilitate teamwork with features like internal notes, mentions and ticket assignment.


By leveraging Odoo’s multi-channel support features, you can significantly enhance customer satisfaction :

  1. Faster Resolution Times : Streamlined workflows and centralized data ensure agents can quickly access customer information and resolve issues efficiently.
  2. Improved Customer Experience : Customers can reach you on their preferred channel, leading to a more convenient and positive experience.
  3. Increased Customer Retention : By resolving issues promptly and effectively, you foster customer loyalty and reduce churn.
  4. Data-Driven Insights : Odoo’s reporting tools provide valuable data on customer interactions, helping you identify areas for improvement and tailor your support strategy accordingly.

Getting Started with Odoo Multi-Channel Support

The beauty of Odoo lies in its user-friendliness. Here’s a quick glimpse into how Odoo 17 helps you set up multi-channel support :

  1. Configure Support Channels : Activate the channels you want to offer support through – email, phone, live chat or social media integrations.
  2. Design Ticket Forms : Customize ticket forms to capture relevant customer information and route tickets efficiently.
  3. Automate Workflows : Set up automated rules for ticket assignment, priority levels, and email notifications to streamline workflows.

At Pragmatic Techsoft, we are Odoo implementation experts.  We understand the nuances of Odoo 17 and can help you configure your Helpdesk module to optimize your multi-channel support strategy.

Our team will guide you through :

  1. Needs Assessment : We’ll analyze your current support processes and identify areas for improvement.
  2. Odoo Customization : We can customize Odoo’s Helpdesk module to seamlessly integrate with your existing CRM or other business applications.
  3. Data Migration : We can seamlessly migrate your customer support data from legacy systems to Odoo, ensuring a smooth transition.
  4. Ongoing Support : Our dedicated team will provide ongoing support to ensure you get the most out of Odoo’s multi-channel capabilities.

In today’s customer-centric world, offering seamless multi-channel support is no longer a luxury, it’s a necessity. Odoo integrated Helpdesk module empowers businesses to deliver exceptional customer service, fostering loyalty and driving business growth.

Ready to take your customer service to the next level?

Contact Pragmatic Techsoft today and let our Odoo experts help you implement a multi-channel support strategy that delights your customers.

Stay tuned to our website and blogs for further insights on how Odoo 17 can unlock the full potential of your business.


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