Modern business operates in a world where communication happens through a multitude of channels simultaneously. Customers might message on Viber, respond to an Instagram ad, send a request via WhatsApp, call on the phone, or send an email. It's crucial for managers not only to react quickly to these messages but also to retain the entire history of interactions for effective customer relationship management.

Svit.One solves this problem with omnichannel communication, which unifies all communication channels into a single window and is tightly integrated with CRM. This allows teams to conduct dialogues with customers without switching between platforms, log all communications automatically, and respond to requests instantly.

Let's examine how this works and why the synergy of Omnichannel Communication + CRM is a key advantage of Svit.One.

What is Omnichannel Communication?

Omnichannel communication is the integration of all available communication channels into a single interface. Email, messengers (Messenger, Instagram, WhatsApp, Viber), IP telephony, SMS, website forms – all of this is united in one window, enabling communication with customers without switching between different platforms.

Omnichannel Communication in Svit.One: All Channels in a Single Window

📌 Unification of All Communications

The Svit.One omnichannel communication tool supports all modern communication channels:

✅ Integration with Popular Messengers: Communicate with customers through their preferred channels.

• Facebook Messenger: Exchange text messages, images, videos, and documents. Use chatbots to automate answers to typical questions.

• Instagram Direct: Communicate with customers in personal messages, use tags and reactions to engage the audience, publish stories and respond to them directly from the platform.

• WhatsApp Business: Use the product catalog to showcase products, set up quick replies to save time, and receive messages about delivery and payment statuses.

• Viber: Communicate with customers using text messages, stickers, and voice calls.

✅ IP Telephony: Receive and make calls directly from the platform, record conversations, and analyze them to improve service quality.

• Incoming and Outgoing Calls: Receive calls from various numbers and make calls directly from the CRM.

• SIM Call Logging: The system automatically saves information about all calls made from your mobile phone if it is linked to the platform.

• PBX Integration: Connect your PBX for extended functionality and automated call processing.

✅ Email: Integration with corporate mail, saving letters in CRM.

✅ SMS: Automatic and personalized SMS notifications.

✅ Website Forms: Automatic transfer of leads to CRM.

Work from a Single Window

• Unified Interface: All messages, calls, and requests from different channels are displayed in one window, ensuring convenience and efficiency. All interactions with customers are combined in a single interface.

• The manager sees the complete communication history regardless of the channel.

• Replies to customers can be sent through any available channel directly from the CRM.

Automation and Notifications

• Automatic Logging: The system automatically saves the history of all interactions with customers, including calls and messaging.

• What if the manager is on a business trip? Thanks to the mobile app, they see all messages and don't lose the customer.

• Notifications: Receive instant notifications about new messages and requests to respond promptly to customer inquiries. Push notifications about new messages, calls, or requests.

• Automatic Creation of Tasks after a customer request.

• Reminders about missed messages from customers.

Synergy of CRM and Omnichannel Communication: How Does It Work?

The main advantage of Svit.One is the deep integration of CRM with communication channels, which ensures effective sales and customer relationship management.

All Interactions with the Customer in CRM

• Automatic Logging of all conversations, messages, and calls in the customer's card.

• Ability to View the complete history of communications with leads and customers.

• Saving Important Details of conversations, deal status, and next steps.

Automatic Actions After Communication

• Customer wrote in the messenger? The system creates a lead in the CRM.

• Manager's call? A record is automatically added to the customer's card.

• Failed to reach the customer? A task is created for a follow-up call.

Connection with the Task Manager

• Automatic Creation of Tasks after incoming requests.

• Assignment of a Responsible Manager.

• Control of Deadlines for customer responses.

Mass Mailings Based on CRM Data

• Segmentation of Contacts by communication channels.

• Personalized Email Campaigns and SMS notifications.

• Mailings in Messengers with automatic logging in CRM.

Example of Use in Business

Situation: A customer leaves a request on the website and writes on Instagram.

What happens in Svit.One?

1. The lead automatically appears in the CRM.

2. The manager receives a notification in a single window and responds on Instagram.

3. After the conversation, the system creates a task "Send a proposal" in the Task Manager.

4. After 24 hours, the CRM reminds the manager about the follow-up.

Result:

• The customer receives a quick response.

• The manager does not waste time searching for communication history.

• Sales become more systematic and efficient.

Why is Svit.One the Best Solution for Business?

In today's world, businesses are constantly looking for ways to optimize communication with customers. Omnichannel communication and CRM systems are key tools to achieve this goal. The Svit.One platform offers a comprehensive solution that combines these two powerful tools into a single ecosystem.

Advantages of Using Svit.One

• All communications in a single window – the manager does not waste time switching between platforms.

• Complete customer history – every contact with the customer in any channel is stored in the CRM.

• Automation – the business works faster, managers do not waste time on routine actions.

• Mobility – work with customers even on the go through the mobile application.

• Flexibility – the platform adapts to your processes and scales with the business.

What distinguishes Svit.One from disparate CRM and omnichannel platforms of competitors?

• Most CRMs do not support telephony and messengers – Svit.One has full integration.

• Other omnichannel solutions do not have CRM – Svit.One combines both tools.

• Other systems do not have a single window for the manager to work in – in Svit.One, all communications and tasks are in one place.

Omnichannel communication in Svit.One is not just a set of tools for communication, but a comprehensive system that makes customer service fast, accurate, and personalized.

🔹 Ready for a new quality of communication? Start today! 🚀