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Tag Archives: crm

Automated live chat: do it in moderation

We told you about what proactive live chat is and that the automation of live chat is important. As a sort of sequel to this article, we are now writing a “counter article”, so we can show you the other side of automating live chat. Where we first focused on how you should approach it, we now look at how you should not. And then we will focus purely and solely on automating it.
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Customer relationship management and live chat

Business relationships involves the exchange of data and information between two entities. Usually, a business and a customer or two business entities. Everything in life boils down to relationships. How effectively you manage the relationships determine how long they will last. This is why businesses that worth their salt have a customer relationship management (CRM) system. With a CRM system, a business is equipped with what it needs to manage a business relationship. However, the data needed to manage these relationships these days mostly come from another source. Live chat! The real deal here is how to create a channel of communication between live chat software and the CRM software of your company. More and more online shoppers depend heavily on live chat sessions to make purchases and express their worries about certain products. A proactive company uses these pieces of information to seek out ways to provide maximum satisfaction to customers. It is amazing the amount of information that can be got through chat sessions. People feel more comfortable chatting and express themselves more easily through this means. Chat agents should have access to the sales records of your customers. This will enable them know the buying patterns of […]
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