Your customers message you on Zalo, comment on Facebook, send emails, and chat on your website. You have to open 4 different applications to reply — and sometimes you reply twice, or forget to reply.
The Multi-Channel Problem for SMEs
Small businesses in Vietnam receive messages from 3-4 different channels on average:
| Channel | Usage Rate | Characteristics |
|---|---|---|
| Zalo | 90% | #1 channel in VN, customers chat directly |
| Facebook Messenger | 80% | Customers ask via Fanpage |
| 60% | B2B customers, large orders | |
| Live Chat website | 30% | Customers browsing web, quick questions |
Problems with managing channels individually:
- Opening Zalo on phone, Facebook on computer, email on Gmail, switching back and forth takes time
- Staff A replies on Zalo, Staff B replies on Facebook, not knowing if the customer has been supported yet
- Customer messages on Zalo in the morning, emails in the afternoon — you don't know if it's the same person
- No reports: how many messages/day? average response time? which channel has the most customers?
GTG CRM Inbox - All Channels, 1 Screen
GTG CRM provides a Unified Inbox — centralizing all messages from all channels into a single interface.
How it Works
```
Zalo OA ───────┐
Facebook Page ──┤
Email ──────────┼──→ GTG CRM Inbox ──→ Staff replies
Live Chat ──────┘ from a single place
```
Detailed Features
1. Unified Inbox
- All messages displayed in one list
- Each conversation shows the original channel (Zalo, Facebook, Email icon...)
- Reply directly from the inbox — messages are sent back to the correct channel the customer used
2. Unified Customer Profile
- Customer messages on Zalo + email → the system merges them into one profile
- View the entire interaction history across all channels
- Know who the customer is, what they bought, what they are interested in
3. Automatic Assignment
- New messages → automatically assigned to the appropriate staff member
- Round-robin (even distribution) or based on skills
- Never miss a message
4. Quick Reply
- Create pre-written reply templates for frequently asked questions
- 1-click send — saves typing time
- Example: "Price of Product X", "Return Policy", "Working Hours"
5. AI Chatbot Support
- AI automatically answers simple questions (opening hours, prices, FAQs)
- Transfers to staff when in-depth consultation is needed
- Operates 24/7 — never miss messages outside of working hours
Actual Results
| Metric | Before (Separate multi-channels) | After (GTG CRM Inbox) |
|---|---|---|
| Average response time | 30-60 minutes | 5 minutes |
| Missed messages | 15-20%/day | < 1% |
| Time spent managing messages | 3 hours/day | 45 minutes/day |
| Customer satisfaction | 60% | 90%+ |
| Revenue from messages | Not measurable | Trackable via CRM |
Who Should Use It?
| Business Type | Why it's needed? |
|---|---|
| Retail Stores | Customers ask for prices on Facebook, order via Zalo |
| F&B / Restaurants | Book tables via Zalo, provide feedback via Facebook |
| Spas / Aesthetics | Consult via chat, remind appointments via Zalo |
| Training Centers | Consult about courses through multiple channels |
| Real Estate | Customers inquire about projects on Facebook, contact via Zalo |
Pricing
| Plan | Price | Credits | Supported Channels |
|---|---|---|---|
| Free | 0đ | 36,888 credits (one-time) | All channels |
| Basic | 199,000đ/month | 80,000 | All channels |
| Starter | 449,000đ/month | 192,600 | All channels + AI Chatbot |
| Growth | 639,000đ/month | 275,000 | All + Automation |
| Professional | 1,029,000đ/month | 448,000 | All + Advanced |
Connect Now
- Sign up for GTG CRM → receive 36,888 free credits
- Connect Zalo OA
- Connect Facebook Page
- Connect Email
- Start managing all messages from one place
Conclusion
When customers contact you through various channels such as Zalo, Facebook, email, or website, managing messages in isolation can easily cause businesses to miss sales opportunities. A multi-channel inbox helps consolidate all conversations into a single system, leading to faster responses and clearer customer history tracking. With GTG CRM, small businesses can manage all communication channels, assign staff, and automate responses all within a single platform.
