Benefits of Integrating Online Chat Software with CRM

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 http://www.chatjungle.com/teen-chat.html, 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.

Bruce Zhang has over 10 years experiences in developing and implementing ecommerce and ebusiness systems in various industries. His latest research interests include ERP failures and ERP benefits http://www.sysoptima.com/erp/erp_benefits.php.

In The News:

---

Microsoft CRM Messaging through Lotus Domino eMail Server - Balanced Solution

Microsoft CRM and IBM Lotus Notes Domino seem to be... Read More

Easy Guide to RAID Recovery

What is RAID RECOVERY?RAID stands for Redundant Array of Inexpensive... Read More

It?s Back!! WordPerfect?s Amazing Comeback

Have you noticed WordPerfect is gearing up for a comeback... Read More

What is Spyware? Are You Being Watched?

Find out why Spyware Removal from computers is important and... Read More

Computer Based Language Development and Spell-checking

Language development computer: Computer-based method for aiding language development seems... Read More

Software Upgrades Arent Always the Best Move

When my daughter was getting into AOL instant messaging (AIM)... Read More

Crystal Reports for Microsoft Great Plains

Microsoft Business Solutions ? Great Plains is designed to meet... Read More

Perfectly New Database Query Tool - Foxy SQL Pro Released

Are you a database professional? Do you work with a... Read More

SQL scripts for Project Accounting: Microsoft Great Plains series ? overview for developer

Microsoft Business Solutions Great Plains has Project Accounting module where... Read More

How To Avoid Getting Hooked By Pfishing

"Pfishing", sometimes spelled "Phishing", is a word that's used to... Read More

Microsoft Great Plains POP: Purchase Order Processing ? Overview For Consultants

Great Plains Purchase Order Processing (POP) module makes up one-third... Read More

Microsoft Great Plains: Customization Upgrade & Recovery ? Visual Studio VB 6.0

Microsoft Great Plains, former Great Plains Software Dynamics, eEnterprise has... Read More

Great Plains Dexterity Programming ? Overview For Developer

Looks like Microsoft Great Plains becomes more and more popular,... Read More

Partitioning, Formatting and Reinstalling in Windows 98

Formatting and reinstalling windows 98 is very easy if you... Read More

Not All Project Management Software is Created Equal

The purpose of Project Management Software is to provide an... Read More

Selecting Corporate ERP: Microsoft Business Solutions Great Plains ? Estimation Parameters

As we could imagine, if you are reading this article... Read More

The Top 5 Wrong Reasons For Not Hiring Testers

Considering whether or not your software company should hire a... Read More

New SQL Delta Version 3.1

COMMAND LINE FUNCTIONA powerful command line script processor has been... Read More

Microsoft Great Plains Oil & Gas ? Implementation & Customization Highlights

Microsoft Great Plains serves the wide spectrum of horizontal markets.... Read More

Microsoft Great Plains Project Accounting ? Overview For IT Director/Controller

Microsoft Business Solutions is now in process of creating so... Read More

What is a Document Manager without Version History?

Document Manager and Version HistoryIn previous articles I have discussed... Read More

The Truth about Colossus: Are You Just A Magnetic Image?

What is Colossus?Colossus is software licensed to about twenty-five insurance... Read More

Microsoft CRM and Great Plains Implementation: Freight Forwarding Business Automation Example

Microsoft Business Solutions offers several ERP applications: Great Plains, Navision,... Read More

Linux Dual Boot-How To Format

Just the thought of a duel-boot scares many people away,... Read More

Microsoft Great Plains eCommerce ? Stored Procedures Approach

Since Version 8.0 Microsoft Business Solutions Great Plains & Great... Read More

C++ Tutorial 2, Input and Variables

This is the tutorial where we really get into programming.... Read More

Microsoft Great Plains Integrations ? Retail Management Sample

Microsoft Business Solutions is emerging as very attractive vendor for... Read More

Intro to UNIX Shells

A UNIX Shell is in simplest terms, a command line... Read More

Fleet Maintenance Software Reviews

Innovative Maintenance Systems (IMS) is one company that offers solutions... Read More

Navision Attain Database access via C/ODBC in ASP.NET Application

Navision Software was purchased by Microsoft and now it is... Read More

Beware of The Pirated Software E-Mail Scams!

You have gotten those E_Mails buy software at deep discounts.... Read More

Microsoft Navision Customization Upgrade ? Tips For Programmer/IT Specialist

Currently Microsoft Business Solutions is on the way of creating... Read More

How To Choose A Fire Wall Software Program

In the real world a "fire wall" is a fireproof... Read More