Live chat on website is useful for your business and you know it. It helps you drive sales by getting new customers to contact you.
There are many top live chat software available in the market but Live Chat is more than just chatting. And when integrated inside a CRM, it does wonders you can only imagine!
Why do you need Live Chat feature in your CRM software?
A CRM software allows you to store all the customer data into one place, and integrating it with Live Chat helps you manage data of the customers that you’ve been chatting with on your website.
Integrating Live chat with CRM assures that you collect and track all your leads, sales, support or any other issues related with your customers after their chat with you.
Live chat integration with CRM- How do Live Chat and CRM work together?
As a business owner, you might want to get the best of each tool you use to boost up your sales, like you do with your CRM, but if you are not yet aware of the benefits of Live chat integration with CRM, you are in for a treat!
Let’s first understand how CRM Live chat integration works.
When your chat agent is chatting with a website visitor, the Live chat CRM integration will capture all the data on this person and save it inside your CRM software. From name, email address, phone numbers, and social media accounts to date and time of the chat, IP location and a copy of the chat transcript- all of it will be automatically saved inside the CRM.
You can use this integration to your benefit in a plethora of ways like-
- Recognize regular customers and build their customer profile
- Make the work easier for the agents by letting them access conversation history
- Save time by automating the information capturing process
- Help your team sell more by adding new sales leads via Live chat into the CRM and covert them
From prospecting to retention- CRM Live Chat integration helps you grow your customer base
If CRM is the gauntlet, Live chat is one of the infinity stones that would complete Thanos’ snap.
Live Chat CRM integration is the crossover that entrepreneurs have been waiting for since ages. Not only does it fetch data from the Live chat on website, it also saves it inside the CRM and helps you grow your customer base (told you in the heading itself!)
Let’s dive into the advantages of CRM Live Chat-
1. Build customer profile and create hot leads right from the Live chat on website
How would you provide a solution for a problem you don’t know about? You can’t.
Hence, knowing your customers should be your top priority.
The data you gather from the website can be used to build customer profiles. Name, contact details, social media accounts- all of it will become a part of the visitor’s customer profile.
Along with that, date and time of the chat, and even chat transcripts are saved inside the CRM that allows the sales reps to map the entire conversation history of any particular customer and serve them as per their exact requirement.
This way, the chat agents can easily refer to the past conversations when the customer uses Live chat on website the next time.
2. Personalize your communication by getting access to past conversations
Personalization has its own perks.
You will never buy something that doesn’t interest you on a personal level- a tactic that businesses now use to market their products. Same way, the more you personalize your sales conversations, the more effective your communication will become.
With all the necessary data already saved inside your CRM; your team can provide better customer support.
Since the sales rep can access the entire conversation history for each customer, they can give more contextual answers, can get a quick look at the customer’s history as well as social preferences, see where they stand in the sales pipeline and communicate accordingly.
3. Collaborate on any customer case by transferring chat to teammates
Sales is not a one man show. It’s the combined hard work of the entire team that makes a business successful. Hence, collaborating with the team is foremost important for any sales rep.
Just like call transfers, even Live Chats on websites can also be transferred to your team members. With CRM Live Chat integration, you can collaborate with your team more efficiently and solve customer queries much faster.
4. Send Proactive Targeted messages to your prospects based on their activity on your website
Understanding a customer’s need is not just the matter of a few conversations. It’s a process of tracking each of their activities, whether it be on your website or on social media. Getting to know a customer is basically you never taking your eyes off them.
A Live Chat CRM can do lot more than you think. Not only does it capture lead data for you, it also tracks their activity on the website, which landing pages they are referring to more often and which features are they most interested in.
With this data, your sales reps can create targeted messages and send these proactive messages based on the website URL that the visitors hoven upon the most.
5. Enable automatic or manual conversation as per your convenience
Sales is about tactics, not just labor. And you can choose not to put in extra efforts where it isn’t required!
Depending on the kind of queries that the website visitor has, you can either choose to automate the Live Chat conversation on website or keep a chat agent engaged- whatever works best for a certain visitor.
In case of generic questions, a Bot can answer them, that would free up your human labor and provide faster responses as per the requirements raised by the visitor.
6. Engage with customers in real time and provide them what they want, before they ask for it
You’ve got to hit the iron when it’s hot.
“Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.”- Steve Jobs
Get the customer engaged as soon as you see them hovering on a particular page for long, and answer their queries in real-time based on the content of the page they are so fixated on with Live Chat CRM. Always keep your customers satisfied with exceptional services and build lasting relationships.
Offer them help or provide any updated information so that they stay engaged with you since the very beginning. This is a smart way to keep them interested in your services while you create their contact into your CRM.
7. Scale your sale with an integrated Live Chat CRM
Setting up goals is the first step towards turning the invisible into visible. In order to close a deal, you first got to know the probability of closing it at a particular point in time.
You can track the entire customer journey right in the CRM software and know where a particular lead stands in a Sales Pipeline.
With an integrated Live Chat CRM, you can easily make more closures by identifying hot leads right on time.
8. Enhance the performance of your support team
“It’s not the customer’s job to know what they want.”- Steve Jobs
We can’t stress enough on the fact that Live Chat CRM provides so much information on a particular website visitor that it makes it almost effortless for your team to provide them necessary support.
With all the conversations saved in the CRM, it’s easy to understand the requirements of a customer and depending on their social preferences (that your CRM fetched for you), you can offer them exactly what they are looking for, right when they need it!
9. Centralize all the customer conversations
With CRM Live Chat integration, you can make sure that your prospects receive same information on every mode of communication- live chat, social media and even on the phone.
With CRM Live Chat integration, you can keep the entire company on the same page by using Canned Responses and FAQs to answer the common queries coming from the prospects.
10. Ease up your Follow-up/ Nurturing process with CRM Live Chat integration
Fortunately for Sales reps, quitting a chat mid-conversation isn’t like hanging up a phone call. When your chat agent is done with a conversation on Live Chat, it is automatically saved into the integrated CRM software.
Sales reps can then create follow-up campaigns for these leads based on the last conversations they had on the website and make sure that the lead moves up in the sales pipeline.
11. Analyze the conversation and retrieve important information
Remember the time when you had a good discussion over a call/chat with a client but forgot to take notes? Any sales person would do. And saving conversations can be a big boon for those who have been through this hell of losing important details on a deal.
Live Chat CRM saves the chats so that they can be analyzed and important information can be retrieved from them.
With all the conversations and chats saved inside the integrated CRM, sales reps can go back and read through them to understand any customer issues and resolve them in time.
12. Live chat metrics
More than 30% of customers expect live chat on your website. So, monitoring your website’s Live chat is necessary to understand how your sales team is performing and the response you get from the website visitors. Hence, live chat analytics are important to understand what strategies are working for you and which aren’t.
Some of the important Live Chat metrics to keep in mind are-
- First Response Time (FRT)
- Total number of chats
- Average Resolution Time (ART)
- Chat to conversion rate
- First Contact Resolution Rate (FCR)
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Average Wait Time
- Missed chats
Salesmate’s Live Chat CRM integration is turning businesses into sales powerhouses
Salesmate CRM helps you understand your customers and reach out to them effectively, automates your entire sales process and saves you time. By saving time on the manual labor, you can support your clients better and offer additional services that’d delight your customers.
Live Chat integration with CRM is a powerful tool that can help you grow your business leaps and bounds in no time. And Salesmate knows how you want to give your best to every customer while scaling up your business.
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Being an avid reader, Parijat developed a keen interest in writing at a very young age. She's passionate about topics like Spirituality, History, Psychology, and Philosophy. She's now a Product Specialist at Salesmate and strives to write her own novel someday.