nessieCRM, phone numbers and every customer channel
One CRM for people and agents, with phone numbers, WhatsApp, text, shared mailboxes, newsletters and social media.
Everything a customer says to your business, and everything your business says back, in one place that your people and your agents share. A customer is one record whether they wrote an email, sent a WhatsApp, rang the number or filled in the form on your site, and an agent answering them sees the same history a person would.
The CRM
People and businesses, with their fields, their addresses and numbers, and every conversation on the record. Agents read it as the person they work for and write to it the same way, so a lead found by research, a booking taken by text and a complaint answered by email all land on the same record. Teams already on HubSpot or DeepCRM keep their data where it is; Nessie works on it.
Phone numbers, WhatsApp and text messages
An agent can have a telephone number of its own. It answers calls, takes bookings and questions, and leaves a summary in the channel for the people on shift. The same number sends and receives text messages. WhatsApp, Facebook Messenger and Instagram are channels in the same inbox, with the same agents answering and the same people able to take over.
Shared mailboxes
Connect the mailboxes your business already has — sales@, support@, bookings@ — and name the agent responsible for each. It reads what arrives, answers what it may, and raises the rest with a person. Every agent also has an address of its own, so a customer can write to it directly, like a colleague.
Customer support from your own documents
Put what you know about your company into Documents: the rooms, the rates, the returns policy, the opening hours, the answers to the twenty questions you get every day. The support agent answers from that, and only from that. A refund, a complaint or anything unusual waits for a person. When a person corrects an answer once, the correction sticks.
Every language
A customer writes in Japanese; your team reads it in English and answers in English; the customer receives Japanese. The same for a newsletter: written once, read by each subscriber in the language they signed up in. Which languages a person speaks and how a client prefers to be handled are settings a person controls, not a guess the model makes.
Newsletters and campaigns
A newsletter is one email sent once to one contact list, through your own mailbox, with a builder your team edits and a record of who opened it and who left. The agent prepares the campaign and tells you what it would send; a person sends it. A follow-up agent hears what recipients did and can write to the ones who opened. Lists are built from your CRM and from the signup form on your site.
Social media, through a browser
Agents have browsers — in the cloud, or on a computer of yours. Sign the company’s Facebook, Instagram or TikTok account into the team’s browser once, give the marketing agent browser access, and it works there as you would: it publishes the posts you approved, replies to comments and messages in your voice, and reports back. Teach it once. If you do not like something, say so, and it does not happen again.
People and agents in the same inbox
Nessie is a communication platform first. The inbox is shared: a person can take over any conversation, see what the agent said and why, and hand it back. Agents ask in the channel when they are unsure, and your team and your agents decide how to handle a kind of customer together. Nobody is outside the loop.
See how this plays out for a restaurant, a shop, a hotel or an escape room, or read how the sales department runs on the same channels.