Live chat is an amazing tool for interacting with potential and existing customers alike. If your live chat solution is not properly integrated with your CRM software, you’re missing out of key customer data information that can better inform agents during live chat sessions.
Improve your business efficiency with Live Chat and CRM integration
Here are four ways a live chat integration with your CRM system can benefit your company by providing agents direct access to your CRM records:
1. Create new leads and contacts automatically
Every single customer your chat agents interact with daily is a potential lead for your business. So why would you want that crucial live chat data and lead data to be trapped inside your live chat system?
By integrating your live chat software with your CRM, vital data such as contact information can be used to create new leads and contact records, allowing your sales team to give them the proper attention required.
2. Archive chat transcripts and access to chat history
Just as you would want to capture contact information from your live chat software and pass it through as a new lead record in your CRM system, the same can be said for chat transcripts.
By integrating your live chat system with your CRM, chat logs can be stored and used by your sales team to make better decisions 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. Interact with chat leads directly from the CRM
What this all boils down to is the ability for salespeople to interact with chat leads directly from within the CRM in which they spend most of their time. 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 there.
This allows your sales team to act more efficiently and effectively, without having to hunt for the information they need. As a result, customers get the answers they’re looking for even more quickly.
4. 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 quickly and deftly 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 may be holding your company back.