Customer Relationship Management (CRM) is a strategy and processes used to learn more about
customers' needs and behaviors in order to develop stronger relationships with them.
CRM applications are traditionally developed as client-server software.
The proliferation of the Internet and the Web has fueled the rapid growth of Web-based CRM or
online CRM applications. Web CRM systems are widely deployed for Web based call center,
contact management, trouble ticket, personal information manager and scheduling.
As more and more corporations use chat software to provide quality customer support, many CRM
vendors have built chat functionality into new generation of Web-based CRM systems.
The first generation of text-based online chat software was developed years before
the World Wide Web (WWW) gained its popularity. The new generation of Web-based chat software
is much more user-friendly and is powered with audio and video chat.
There're many benefits to integrate chat software into CRM systems.
1. Many customers have experience in using chat software
New technology is often challenged by user acceptance. Fortunately, online chat has been widely
accepted by average Internet users. It is estimated that tens of million of Internet users login to
online chat rooms regularly. In free adult chat rooms
or free teen chat rooms, people talk about
anything under the sun - love, pets, music and games.
2. One customer service representative is able to support multiple customers at the same time.
It is common to wait 30 minutes or even more before a customer can talk to a support representative.
With chat software, customers have a better chance of instant access to a service representative.
One support team member may be able to chat with a few customers at the same time.
3. Chat software can automatically log a support chat session
Call center software is capable of recording support conversations. However, it requires extra cost
to convert audio recordings to digital information that a computer can understand and extract
valuable information from. Chat software, on the other hand, can be easily configured to automatically
log a support chat session.
Related Topics
Sales Force Automation (SFA)
Sales Automation - Integrate Sales Channels and Automate Selling Processes
Functional Modules of SFA Software Applications
CRM & Customer Life Cycle
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