14 July 2021
Importance of integrating live chat with your CRM
Learn how to turbocharge your CRM by integrating live chat software.
A focus on the happiness of the company’s customers has always been key, but it’s even more important these days. The competition for business is simply too strong -- a company takes its costumers for granted at its peril. There are, of course, many ways to make your customer feel valued, but one of the best ways is to use Customer Relationship Management software (typically stylised as CRM).
This will allow for a better understanding and management of your customers, among many other benefits. And the good news about CRM is that the sky’s the limit when it comes to serving your customers better.
In this blog, we’re going to look at the benefits of having CRM software with chat integration.
Live Chat Advantages
There’s much to love about live chat software. When you have it as part of your company’s operations, you’ll find that you’re able to build better connections with your customers, and ultimately that you’ll serve them better. First and foremost, customers want options when they’re deciding how to get in touch with a company. Rather than having to go through a lengthy phone calling process, your customers will simply be able to click a few buttons and chat with a customer service representative.
That’ll boost your business on its own. But when you blend live chat and your CRM together? Then you’ll be able to offer a whole new level of service.
Enhance Your Customer Support
Your customers will get in touch with you for a reason. They’re not just there to chat! They have a problem or a query that they need help with. While you’ll always be able to help them, how fast you can help them will depend on your working processes. Of course, your customers want to have their issues resolved as quickly as possible.
If your live chat is integrated with your CRM, then you’ll have a whole host of personalised information about your customer right in front of you. This can save a lot of time that would otherwise be spent running around, trying to find said information. You’ll know their previous purchases, previous chat interactions, and much more. And this will, of course, allow you to offer a better level of support.
From Visitor to Customer
It’s unlikely that a person will become a customer the first moment that they land on your website. It will likely be a process. They might begin by browsing, and then eventually ask a few questions, and then ask a few more questions. If you’ve integrated live chat with CRM, you’ll not only have access to all the previous conversations they’ve had, but you’ll be able to build a picture of who they are and what they’re looking for -- and that’ll allow you to, among other things, offer them a customised quote. If nothing else, once they begin the live chat, you can inject the email address they provide into your CRM software, thus beginning the life cycle of the customer.
Improve Your Understanding of Your Customer
The more you know about your customers, the better you can serve them. Without live chat integration, you’ll be able to use your CRM software to create good customer profiles. They can be extremely useful. But you’ll find that it’s even better if you have live chat integration because this will allow you to go beyond the generic -- useful, but still generic -- buyer personas and instead create a solid understanding of your customer. The more information you have, the better the relationship will become.
Help Your Employees
CRM software is primarily there to make life better for your customers (and thus your business). But if you can have live chat integration too, then you’ll also be making life easier for your employees. Your customer service agents will have to deal with a lot of different conversations throughout the day. If they know exactly where they are from the moment the chat is initiated, then they’ll be able to do their job much better.
If the live chat is connected to the CRM software, then they’ll be able to get a sense of who the customer is and what they need even if they’ve never spoken with them before. This helps the employees but also helps the customer -- to them, it will feel like they’re speaking with someone they’ve spoken with before, even if that’s not the case.
Using the Data
Data is king. If you're able to use the data that you have from your live chats and your CRM, then you’ll be able to improve your operations. You’ll be able to determine the most common queries that your customers have, learn when they’re most likely to get in touch (peak and off-peak hours), identify trends with different types of customers, and so on. Ultimately, having these types of insights about your business will only help you to provide a better level of service!
The live chat integration into your CRM software will allow your staff to work more efficiently. There’ll be less time chasing information or having two employees working on the same task. This not only improves productivity but reduces costs. It also helps with the workflow since an agent that is unable to finish the task can simply save it within the CRM software, allowing another agent to take over with the task if necessary. It’s a smart way to improve operations, essentially.
If you think that live chat integration will work for you -- and we think it will -- then be sure to get in touch with us here at Click4Assistance. We’re known as the leading UK company when it comes to corporate communications, offering a wide range of solutions that help to make what you do better and more efficient. If you’re ready to get started, then you get in touch for a demo or begin your free trial. We have more than fifteen years experience in providing online communication for UK businesses. You’re in safe hands when you’re with us.