CRM, or customer relationship management, the software is designed to help businesses manage their interactions with customers. Companies can gain insights into customer behavior and needs by tracking customer data and interactions. This, in turn, allows businesses to improve their marketing and sales strategies. There are many different CRM software solutions on the market, each with unique features and capabilities. However, some of the most popular CRMs include Salesforce, Zoho CRM, HubSpot Sales CRM, Pipedrive, and SugarCRM. When choosing a CRM for your business, it is essential to consider your specific needs and requirements. However, all the CRMs mentioned above are widely used and trusted by companies of all sizes.
What is Live Chat and its benefits?
Live chat is a customer service and sales tool that allows businesses to communicate with website visitors in real-time. By providing instant answers to questions and queries, live chat can help to improve the customer experience and boost conversions. In addition, live chat can build customer rapport, gather feedback, and provide support. With so many benefits, it’s no wonder that live chat is one of the most popular customer service tools available today. Live chat is worth considering if you want to improve customer service and boost your bottom line.
How Live Chat integrates into CRM
CRM, or customer relationship management, is a software solution that helps businesses manage interactions with customers and potential customers. CRM software can include features like contact management, activity tracking, and opportunity management. Live chat is a relatively new addition to the world of CRM, but it is quickly becoming an essential tool for businesses that want to provide excellent customer service. By integrating live chat into their CRM system, companies can provide their customers with real-time assistance and resolve issues more quickly. In addition, live chat provides companies with valuable data that can be used to improve the customer experience. Live chat can be a powerful tool for boosting customer satisfaction and loyalty when used correctly.
The features of Live Chat that help in customer relationship management
Live chat is a popular customer service tool that helps businesses manage customer relationships. Live chat’s features include tracking customer interactions, resolving customer issues, and providing support during customer service hours. Live chat also offers the ability to customize chat notifications, so businesses can ensure that they are always aware of customer activity. In addition, many Live Chat solutions integrate well with multiple CRM platforms, making it easy for companies to manage customer relationships across various channels. Using Live Chat, businesses can provide their customers with the best possible experience and build lasting relationships.
The system that allows you to gather and store information about customers is called CRM.
Integrating live chat with CRM software allows you to gather and store the information from all the customers you have been chatting with.
So, if you use Live Chat without any CRM integration, you need to realize its potential.
Let’s start with how CRM integrations work. When your chat agent receives a chat from a website visitor, the data available about the visitor is automatically captured by the CRM. From the name, email address and phone numbers, social media accounts to date and time of the chat, IP location and a copy of the chat transcript.
Here’s how you can use this.
In business and marketing, the more detailed a picture of your customers, the better communication you can provide.
You can use the data you gather from CRM to build customer profiles. All the information you get through the chat becomes a part of the visitor’s CRM profile.
For example, LiveChat integration with Infusionsoft allows your agents to move customer information collected during chats to Infusionsoft with just one click.
Then, agents can easily access customer profiles the next time they return to chat. It means a customer can introduce himself whenever he returns to talk. Instead, your agents recognize him and greet him. You can also acknowledge your CRM contacts and display their information in the chat window. This way, your agents can provide much more precise support, increasing customer satisfaction.
Make your agents’ work easier
Once the LiveChat and CRM integration has taken place, chat transcripts become a part of the CRM profile. However, many cases exist when access to a history of conversations is practical. For example, your agents need to verify a previous chat transcript to research purchase history.
Or when a customer claims he had a discount granted by another agent, you need to verify it. Then, everything is in place, and you don’t have to search the conversation history in the archive.
Help your team sell more
Once a website visitor starts a chat on your website, they are potential sales leads. You can activate your sales funnel with the lead data you gathered, and you will be surprised with conversions.
Integrating live chat with CRM systems lets your sales rep see everything they need to know without leaving their CRM. They have access to all the data collected through chats, including social profile information. They can use this information to tailor their communication to the needs of each prospect. They can also segment customers into groups and send them personalized campaigns.
The sales team doesn’t have to look for the information they need to do their job. They can call customers and send emails from CRM directly. They have everything in one place. It helps them save time which they can utilize to sell more.
It enables you to add your customers as Leads and Contacts and pass related chat transcripts as Cases from the live chat panel. Therefore, your agents can view and edit all the essential data about a customer during the chat to keep the record updated. As a result, customers appreciate better usability and how they can save time.
Providing excellent customer service is essential to success in today’s competitive business environment. As a result, many businesses are turning to customer relationship management (CRM) systems to provide the best possible service. CRM systems help companies track and manage customer interactions, allowing businesses to understand their customer’s needs and expectations better. By integrating CRM systems with their customer service operations, companies can provide a more efficient and effective service. Integrating CRM and customer service can also help businesses improve their marketing and sales operations. For example, companies can develop more targeted marketing campaigns and strategies by better understanding their customer’s behavior. In short, customer service and CRM integration can help enterprises better understand and serve their customers.