Believe in the chat apps, they can perk up the CRM property

Posted by NipponData on December 29th, 2017

Customer relationship management is important to the success of any business and integrating your CRM with live chat option is an excellent way to stay connected with the customers. This live chat option on your CRM has proven capabilities to improve both your sales and customer service. Integrating chat option to CRM will establish a direct line between the business and the customer. Live chat option on your CRM has much more to offer than just chatting. Here are few good ways how chat apps can perk your CRM property.

When you integrate Live chat option with CRM, the software allows you to store all the information related to the customer who is on live chat. When the customer chats on CRM integrated live chat support, the data available about the customer is automatically captured by CRM.

Recognize customer 

The entire conversation with the customer on chart support is logged in CRM for later review just with one click if live chat support is integrated with CRM. When the customer return for the chat next time, it would be pretty easy for your agent to recognize him/ her even before customer introduces themselves. This will help your agents to be more precise in delivering the required information and saves a good deal of time.

Efficient workflow

It will be easy for an agent to handle the queries of the customers when he has previous chat logged in CRM. The agent will be able to provide quick answers to the customer’s questions based previous purchase history. The agent will also be able to answer queries related to verification of the discount granted by another agent.

Sales conversion made easy   

Every visitor that initiates conversation on a live chat is a potential lead.  With the lead data, you gather through CRM, you can activate your sales funnel. The agent will have all the information about customer right from their previous chat history that notifies their interest to their social profile. Having all the information handy will help to tailor the communication accordingly. You will be able to provide an effective and quick response to the customer leaving them happy than before. Integrating live chat with CRM gives you insights about right pages and times to contact customers, which can be used to increase conversations.

Keep records without labor

 The live chat support integration with CRM automatically locks all the conversation of the customer. When the customer returns back with a concern next time, the agent can easily pick where they are left without customer experiencing any frustration and this also saves a lot of time in maintaining records of conversation for each customer.

Fast response 

We are living in the dynamic world, gone are the days when customers sent a mail querying their concerns and waited for answers. There are looking for some immediate resolutions for their problems and live chat options provide the same. The agents will be able to handle customer queries in no time. They can raise another ticket simultaneously if the query needs some additional assistance.