Replace scattered follow-up with one customer history
Many service businesses receive enquiries through a mixture of phone calls, website forms, WhatsApp, and SMS. The conversation can easily become separated from the customer record: one person remembers the call, another has the messages, and a third keeps the next action in a notebook or spreadsheet.
PeopleTide gives the team a shared record for the lead or customer. Calls, messages, notes, tags, tickets, tasks, and approved business context can stay connected to that record. A team member can see what happened before replying instead of asking the customer to repeat the story.
A practical service workflow
- Capture the enquiry from a website form, API, call, or team member.
- Assign an owner and record the service the customer needs.
- Continue the conversation through a configured phone, WhatsApp connection, or SMS gateway.
- Create a ticket or follow-up task when a person needs to act.
- Record the outcome so the next conversation begins with useful context.
This pattern works across appointment-led businesses, repair and maintenance teams, diagnostic services, local commerce, and other organizations where customers expect a timely answer.
Capabilities available in PeopleTide
- Lead and contact records with ownership and activity history.
- A shared inbox for configured WhatsApp and SMS conversations.
- Call tracking from PeopleTide Phone or a connected PBX.
- Tickets, follow-up tasks, roles, and team access controls.
- Targeted broadcasts using tags or a reviewed audience file.
- APIs for website enquiries and approved external systems.
See the lead capture and follow-up workflow or review PeopleTide integrations to understand how data can enter and leave the CRM.
Plan the setup around your current process
Start by listing the channels customers already use, the people responsible for replying, and the outcomes the team must record. Decide which data belongs in PeopleTide and which data should remain in an operational system. For example, an appointment or report status can be requested from an approved external API without turning the CRM into the system of record for that data.
Roles, message consent, opt-outs, channel availability, and escalation rules should be agreed before automations are published. This keeps the implementation understandable for the team that will operate it.
Frequently asked questions
Can PeopleTide use our existing business phone?
An approved Android phone can be connected for carrier calls and phone-routed SMS. Normal mobile-provider charges and restrictions still apply.
Does every business need WhatsApp and SMS?
No. Configure only the channels your customers use and your organization is permitted to operate. The WhatsApp CRM guide explains one option.
How is pricing decided?
Pricing depends on the team, channels, calling setup, and integrations required. Review PeopleTide pricing or request a tailored discussion.