Live chat allows you to have real-time conversations with potential and existing customers, which can lead to more conversions and sales.
Integrating live chat with your CRM can have a number of benefits for your business. Not only does it provide instant customer support, but it also allows you to track your customers' journey from start to finish, which empowers you to have greater insights into your customers and their needs. Live chat integration is a fundamental tool to improve customer experience, increase customer satisfaction, and boost your sales.
Benefits of a live chat and CRM integration
There are many advantages to integrating live chat with your CRM. Live chat allows you to engage with visitors in real-time, and it’s an essential tool for businesses that want to provide excellent customer service. With the integration you can:
1. Access to all your customer data with one-click
Provide agents with key customer data and information from your CRM records such as purchase history, past interactions, location, contact name, etc. The information that is key to better serve customers during live chat sessions.
2. Archive chat transcripts and access to chat history
By integrating your live chat system with your CRM, chat logs can be stored and used by your sales team to make better decisions, nurture leads and improve interactions. By knowing more about the lead based on chat interactions, your sales efforts can become more personalized and useful to your potential customers.
3. Create new leads and save new records directly on your CRM
Your agents can proactively nurture leads, create support cases, update customer information and store chat transcripts all from within the agent's chat workspace, by having direct access to your CRM via the live chat platform.
4. Increase your agents' productivity
Save time and costs by reducing the need for manual data entry or having to interact with two separate systems, making it a more efficient way to do business.
5. Interact with chat leads directly from the CRM
Give your sales team the information they need when providing with chat leads directly from within the CRM. Not only are the contacts created in the CRM for them to follow up with, but any chat interactions that had taken place are stored and available. This allows your sales team to act more efficiently and effectively, without having to hunt for the information they need.
6. Personalize support and nurture leads
Having a 360-degree view of your customers records, can help you go beyond just answering customers issues, it can help you provide a more personalized and responsive customer service experience.
7. Improve the overall customer experience
Integrating your CRM with your live chat software can improve the user experience for existing customers as well as potential leads. Having a history of an individual’s chats with the company, their recent purchases, and account information can expedite troubleshooting and problem solving, which is especially important when a customer is frustrated or dissatisfied.
Addressing issues without delay can boost satisfaction and improve retention rates, saving your business money and protecting its customer base.
Regardless of what CRM your business uses, choosing a live chat vendor that doesn’t allow for integration between the two systems, and is not integrated effectively, may be holding your company back.
Scale your business efficiency with a CRM integration with live chat
An integration with live chat software provides a streamlined experience for managing customer relationships. Give your marketing and sales teams the ability to manage, monitor, and learn insights about your existing and potential customers, and enhance your sales and lead tracking strategies.
Your teams can gain a wealth of knowledge about customer behavior, preferences, and trends. Additionally, your teams can use this information to create targeted marketing campaigns and sales strategies.
Looking for a robust live chat platform that integrates with your CRM?
Connect with us today to learn more about how Velaro's powerful chat software can help your sales and support teams keep track of all your customer interactions in one place.