CRM with Internet Chat
While CRM is not a technology within itself, it is often used with technological tools to build stronger relationships with customers. The Internet has become an important part of CRM. As more people begin conducting business over the Internet, it has become necessary for CRM vendors to create applications that are web based.
There are a number of Internet technologies that are directly connected to CRM and one of these is online chat tools. Internet chat is a communications tool that has existed for a number of years. However, many companies are just now seeing the benefits of using it in a way that can allow them to effectively communicate with their customers.
When Customer relationship management systems were first introduced, they were developed with client-server tools. Because of the rapid popularity of the Internet, more vendors are creating CRM solutions that are web based. They are typically used by call centers and technical support departments. A number of companies are now using chat software to facilitate better communications with their clients. It is important to realize that text based chat programs predate the World Wide Web by a number of years. However, combining this technology with the Internet has allowed it to be user-friendly. In addition to this, the latest chat programs have functions such as video and audio.
There are a number of benefits a company can gain by adding chat functions in their CRM programs. Perhaps one of the most powerful benefits is that many customers are already familiar with chat programs, especially those that use the Internet frequently. Even though new forms of technology are typically challenged by many people, chat programs have become widely popular since their introduction. A number of statistics indicate that millions of people are logging into online chat rooms on a regular basis. Some of these chat rooms are dedicated to specific subjects, and the members will frequently log in to chat about them.
Chat rooms can allow customer service representatives to serve multiple clients at one time. In addition to this, setting up an online chat room is much cheaper than establishing a call center. In traditional call centers, it is not uncommon for customers to wait 15 minutes or more before they can speak to a live customer service representative. Not only is this annoying, but it is expensive for the company to maintain. Long wait times are especially a problem at the call centers of large corporations. With chat software, a customer can get service as soon as they sign in. Chat software has become an important part of CRM that responsible companies will want to look into. Another impressive thing about chat software is that it can automatically record the conversation that takes place.
Perhaps one of the most powerful advantages of chat software is the cost. A small to medium sized business can set up a customer support department that is entirely comprised of chat programs, and they can provide their customers with faster service than they would find in most call centers. The Internet has allowed small businesses to compete at a very high level. While most small businesses could not afford the costs involved with setting up a call center, online chat programs have allowed them to achieve the same objectives for a lower price. Some have even said that it is very likely that chat programs may eventually make call centers obsolete.
A company that is looking to purchase a CRM solution will want to look for products that include chat functionality. It will given them an edge over their competitors, and it will allow them to over a higher level of customer service for a fraction of the cost. Customer relationship management is a powerful tool that can increase the success of a company if they understand its underlying philosophy. When it is combined with efficient technology, a company can build a tremendous amount of loyalty with their customers, and this will allow them to succeed. However, a company must realize that the power of CRM extends beyond technology. Success lies in the ability of companies to successfully combine the concepts of CRM with technological tools that can act as an extension of it.
