Conversational Support Software Resources

yes

Freshdesk has a Contacts and Companies section that is updated as tickets are received. You could probably use it a start for a CRM system, however, I believe the Freshsales CRM solution is the correct tool to use if you are looking at a complete Customer Relationship Management system.

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No, podium is not a CRM. I would call it an online reputation management platform. It helps get and manage, google reviews along with unifying customer communication (communication from Facebook, Google business, Apple business, etc) into one place. This keeps your employees from manage multiple platforms to communicate with customers.