A CRM system helps manage the relationship between a business and its customers so as to help the business grow. It actually helps organize the data collected through the interactions between the customers and agents. In addition to this, a CRM also allows tracking the history of all such interactions, whenever needed. And this does not end here! Integrating the CRM system with a live chat service further adds to the efficiency of a CRM. Read on to know how:
Enables personalization:
Though live chat alone can enable businesses to provide a personalized service to their customers, integrating it with a CRM can further add to this tailored service. This integration helps empower the sales and support team by providing everything from chat transcripts to customer expenditures to offline messages. It further facilitates immediate recognition of the customers and their preferences so as to provide faster query resolutions.
Inflates sales:
When the sales and support teams have an instant access to the records of past interactions, they can provide faster responses to the prospects. They do not have to go through huge amounts of data so as to extract the required piece of information. A live chat and CRM integration simplifies the entire process and speeds up the interaction, due to which the prospect is more likely to buy.
Helps generate leads:
Apart from serving the existing customers with the best kind of service, this integration can also be used to create new leads and contact records. This further allows the sales team to follow up with the contacts created in the CRM and the interactions to be recorded for future use.
Instills trust:
Whether the customers avail your live chat service or not, the only presence of a live chat support is enough! It boosts their confidence levels while buying from you. They are assured of a 24x7x365 assistance and are convinced that you’ll be there whenever they need you. Also, when you’ve enabled a live chat and CRM integration, they have an access to complete customer history.
So, that’s how integrating live chat with CRM can benefit your business. When are you going to avail this opportunity?