Live chat is a feature that connects website visitors with the right staff for real-time access to information and answers. When customers have questions and complaints, immediate responses are always a high priority. By integrating live web chat with CRM, it becomes possible to constantly provide the right answers with minimal delay. For example, leads are routed to salespeople, while questions are routed to customer service representatives. In addition, chatbots can be built and integrated to ease the workload of staff or fill the gap when service agents are unavailable.
The live chat function also makes it possible to save chats. Then the saved chats can be used in different ways. For example, running analytics on the saved chats for useful metrics like chat-to-conversion rate or average wait time can be used to improve the feature. The saved chats are also useful for building a customer profile. In addition, these old messages can be retrieved during new conversations to personalize the interaction. With live chat and CRM working together, companies can perform better lead management and improve customer relationships.