CSM

Your UK Halo CSM Implementation Partner.

Halo CSM brings omnichannel ticketing, AI virtual agents, customer self-service, SLAs, and surveys into one platform — on a single all-inclusive monthly licence. Every channel, 250+ native integrations, and full AI capabilities are included as standard, with no per-module fees and no add-on charges. Halo powers over 5,000 organisations across 100+ countries and scores 4.6 out of 5 on Gartner Peer Insights from 200+ verified reviews.

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All-Inclusive / One monthly licence AI-Powered / Included as standard Omnichannel / Chat, WhatsApp, phone & social in one queue
The Technology Services Group sign on a white wall in TSG's office, beside a tall potted plant AI Powering World-Class Service at TSG Halo customer story

The cost of getting it wrong

Customer service is where reputations are won or lost

Slow, disconnected support isn't just a customer problem — it's a cost problem. The UK's own customer service research puts a number on it.

£7.3bn

Poor service costs UK businesses £7.3 billion a month in lost employee time.

Source: Institute of Customer Service, UK Customer Satisfaction Index, January 2025

78.3/100

The July 2026 UK Customer Satisfaction Index score — up 1 point year-on-year, across 277 organisations measured.

Source: Institute of Customer Service, UK Customer Satisfaction Index, July 2026

Everything your customer service team needs — All In One Place

Halo CSM replaces the stack: omnichannel ticketing across chat, email, phone, WhatsApp and social, AI virtual agents that resolve queries end to end, a branded customer self-service portal and help centre, SLA and escalation management, and surveys and CSAT — all in one platform, on one licence. There are no separate chat, chatbot or portal products to buy, and AI is built in rather than sold as an add-on. Because it's the same platform that runs Halo's ITSM and CRM products, customer service, IT and sales finally share one customer record.

What Halo CSM Can Do for Your Customer Service Team

From the first message to the closed ticket — every channel, every conversation, one platform.

Omnichannel & Live Chat

Live chat, WhatsApp, SMS, Facebook and phone in one queue — with call pop-ups from Teams, Zoom, 8x8, RingCentral and 3CX, and AI intent routing on every inbound conversation.

See Omnichannel & Live Chat →

AI Virtual Agents & Chatbot

AI virtual agents that log tickets, check status, search the knowledge base and hand off to a human — in the customer's own words, available 24/7 on the portal or your website.

See AI Virtual Agents & Chatbot →

Customer Self-Service & Help Centre

A branded help centre and self-service portal with AI-suggested articles, deflection analytics, and embedding into Microsoft Teams and Slack with SSO.

See Self-Service & Help Centre →

SLAs & Escalations

SLA rules per priority level, breach-prevention alerts, AI-suggested priority on arrival, and multi-contract support for customers with different service agreements.

See SLAs & Escalations →

Surveys, CSAT & Feedback

Post-closure surveys and one-click feedback aligned to NPS-style ranges, with results reported alongside SLA performance.

See Surveys & CSAT →

AI & Automation

AI triage, deflection and sentiment — included in every Halo licence. No add-on, no separate AI tier.

Covered via Halo AI →

Halo MCP

Let AI agents raise, update and close tickets in plain language — with the tools and data you expose to them, and nothing else.

Covered via Halo MCP →

Reporting & Analytics

SLA and CSAT dashboards in real time, no SQL needed — built on the same reporting engine as the rest of the platform.

Covered via Halo Reporting →

250+ Integrations

WhatsApp, Teams, Slack, Facebook and 250+ more — native integrations built and maintained by Halo's engineering team.

Covered via Integrations →

Knowledge Management

The internal knowledge engine behind every suggested article and AI-drafted answer — shared across your service desk and your customer help centre.

Covered via Knowledge Management →

Running IT support internally? Halo CSM handles your paying customers — the employee-facing equivalents live on Halo's employee self-service portal →

One conversation, every channel your customers use

Live chat on your website or self-service portal, WhatsApp, SMS, Facebook and social messaging all feed the same queue — alongside call screen pop-ups from Microsoft Teams, Zoom, 8x8, RingCentral, 3CX and Genesys, with call scripts guiding agents through structured questions.

  • Chat, WhatsApp, SMS, Facebook and phone in one unified workspace
  • Call pop-ups from Teams, Zoom, 8x8, RingCentral, 3CX and Genesys
  • Every reply, transfer and escalation stays on one continuous thread
Halo CSM omnichannel ticketing — every channel in one queue
A Halo CSM customer portal with the AI virtual agent chat window open — the customer describes the problem in their own words and the agent confirms it has logged an incident, returning the ticket ID and a link to track it

AI that resolves the query, not just routes it

Halo's AI virtual agents log incidents, check ticket status, search the knowledge base and hand off to a human agent — in the customer's own words. Betfred's chatbot lifted AI deflection from 0% to 28% of daily chats within six months; TSG's AI triage now handles 400+ tickets a day.

  • Virtual agents that log, update and check tickets end to end
  • 28% of Betfred's daily chats now AI-resolved, up from 0% in six months
  • Every AI-created ticket, action and article is flagged in reporting

Customers helping themselves — properly

A branded self-service portal and help centre with your colours, logo and domain — or a separate portal per brand or customer. Suggested articles surface before a ticket is even logged, and AI drafts new knowledge base content from every resolved ticket, so the help centre gets richer with every interaction.

  • Branded portal with your own colours, logo and domain — multi-portal supported
  • AI-suggested articles before a ticket is even logged
  • Embed the portal or chatbot into Microsoft Teams and Slack with SSO
Halo CSM customer self-service portal
A Halo CSM SLA dashboard — unassigned, open and breaching ticket counts, first contact resolution rate, average resolution and response times, agent performance against SLA, and a list of breaching tickets with the time left on each

SLAs and CSAT that prove the service you're delivering

Define SLA rules per priority level, with breach-prevention alerts and automatic escalation before a deadline is missed. AI suggests the right priority on arrival and flags tickets at risk based on how similar past tickets performed — Glossify runs at 99% SLA adherence, and Amesto averages a 9.5-minute response.

  • Breach-prevention alerts before a deadline is missed
  • One-click feedback and closure surveys aligned to NPS-style ranges
  • 99% SLA adherence at Glossify; 9.5-minute average response at Amesto

Switching from Zendesk, Freshdesk or Dynamics?

Halo CSM is the consolidation move: one platform and one all-inclusive licence in place of stacked chat tools, gated ticketing tiers and paid AI add-ons. By 2028, Gartner predicts over half of customer service organisations will double their technology spend — without a corresponding cut in headcount. Halo goes the other way: everything included, one licence, one implementation partner.

See how Halo compares →

Frequently asked questions

Halo CSM — answered directly.

What is Halo CSM?
Halo CSM is Halo's customer service platform — omnichannel ticketing across chat, email, phone, WhatsApp and social, AI virtual agents, a branded customer self-service portal and help centre, SLA and escalation management, and surveys and CSAT, all on one all-inclusive monthly licence with no per-module fees.
How is Halo CSM different from Halo ITSM?
Halo ITSM manages your internal IT service desk — the tickets your own employees raise. Halo CSM is built for external customer service — the tickets your paying customers raise, across live chat, WhatsApp, social and phone. Both run on the same platform and can share one instance, but Halo CSM's self-service portal, chatbot and reporting are configured for a customer-facing audience rather than an internal one. See Halo's employee self-service portal and employee-facing AI chatbot for the ITSM equivalents.
What channels does Halo CSM support?
Live chat on your website or self-service portal, WhatsApp, SMS, Facebook and phone — with call screen pop-ups from Microsoft Teams, Zoom, 8x8, RingCentral, 3CX and Genesys. Every channel feeds one queue, so agents never lose context switching between them.
Is AI included in Halo CSM?
Yes. AI virtual agents, AI ticket triage, AI-suggested knowledge articles and AI-drafted knowledge creation are included in every Halo CSM licence at no extra cost. There is no separate AI tier and no per-agent AI add-on.
Can our customers self-serve without raising a ticket?
Yes. A branded self-service portal and help centre let customers search articles, log tickets, check status and get AI chatbot answers around the clock — with suggested articles surfacing before a ticket is even logged. Portals can be embedded into Microsoft Teams and Slack with SSO.
How are SLAs and CSAT tracked?
Halo CSM lets you define SLA rules per priority level, track response and resolution targets in real time, and get breach-prevention alerts before a deadline is missed. On the CSAT side, one-click feedback and post-closure surveys can be aligned to NPS-style ranges, with results reported alongside SLA performance.
Can we migrate from Zendesk, Freshdesk or Dynamics 365?
Yes. Halo has data import tools for tickets, contacts and historic records, and Allied ESM can scope and deliver a migration from Zendesk, Freshdesk, Dynamics 365 or another platform as a fixed-price engagement — so you know the full cost before work begins. See how Halo compares →
Is it one licence across Halo ITSM, PSA, CRM and CSM — and how much does it cost?
Halo's products run on one platform with one all-inclusive licensing model — Halo ITSM, PSA, CRM and CSM are all included with no per-module or per-department fees, and both named and concurrent licensing options are available. See Halo's all-inclusive UK pricing →
Where is our customer data hosted?
Halo is hosted on AWS infrastructure across multiple global regions. UK and EU customer data is hosted in the AWS London region, isolated from other geographic regions. Data is encrypted at rest (AES-256) and in transit (TLS 1.2+), and Halo holds SOC 2 Type 2, ISO 27001:2022, and Cyber Essentials Plus certifications.

Teams already serving customers on Halo CSM

"Our previous CRM system wasn't meeting our requirements, and our advisors were having to use several different systems in order just to resolve a query."

Betfred

Chose Halo after an RFP that included Zendesk and Salesforce — 28% of daily chats AI-resolved within six months, and compliance turnaround cut from 72 hours to same day

"Amazing. Could not fault the implementation process. The team were so supportive and patient throughout."

Glossify

UK beauty brand — 5-hour average resolution time, 87% rated support 'excellent', 99% SLA adherence

Customer figures above are published by Halo Service Solutions in its own customer stories.

Halo is trusted by 5,000+ organisations across 100+ countries. Allied ESM is a pure play Halo implementation partner.

Also from Halo

Running sales too? You need Halo CRM.

Halo's sales CRM — pipeline, quoting, campaigns and account management — runs on the same platform and the same customer records as Halo CSM. Allied ESM implements both.

Explore Halo CRM →

For IT teams

Halo ITSM

ITIL-aligned, AI-powered IT Service Management — incident, problem, change, CMDB, and ESM workflows in one licence.

Explore Halo ITSM →

For MSPs

HaloPSA

The all-in-one PSA for MSPs — service desk, billing, contracts, time tracking, and CRM in a single monthly licence.

Explore HaloPSA →

Your UK Halo CSM Partner, Built Around Your Customers

From omnichannel set-up through AI virtual agents, self-service and migration from your current platform, Allied ESM delivers Halo CSM implementations on fixed-price engagements — so you know the full cost before work begins.

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Official Halo Partner

Allied ESM is a pure play Halo partner — licensing, implementation, consulting & managed services.