How to Sync Live Chat and Your CRM for Better Visitor Identification

Brian Honigman on Live chat,

Identifying the visitors to your website is extremely important because it can help your organization better understand if you’re generating interest from the right type of buyer.

The traffic driven to your web properties should be of people relevant to your company’s offerings, otherwise it serves no purpose to your business objectives.

Live chat is a useful tool to include on your website to help better provide assistance to your customers, while also identifying web visitors and patterns in their behavior.

This data gathered from live chat can help provide your organization with a more complete profile of your customers for your CRM and better understand if your web visitors are converting into customers.

Here are three steps to integrating data points collected from live chat into your CRM.

1. Provide Outstanding Customer Service from the Beginning.

To begin gathering data points from your interactions with customers in live chat, start by actively using the tool as a major channel for communicating with your web visitors.

Respond to any questions or comments, check to see if they need any help as they browse or shop your website, answer any customer service concerns and perform any correspondence in a timely manner.

Don’t pester web visitors if they don’t need any assistance, but if they do, the very first step is to present them with a pleasant experience with every interaction your team has with them via live chat.

By providing value through live chat, you’ll help turn leads into customers and therefore, be able to collect data from them to build a stronger profile of these customers in your CRM.

2. Simplify Your Chat Functionality to Capture Data

Each person you’re chatting with via live chat is a potential customer, which is why any data from the chat must be captured in your CRM to help your organization better cater future experiences a customer has with your business to their preferences and history with your company.

This record of all customer chats and any specific contact information provided should be easily entered into your CRM to give customer service, sales and marketing teams the most complete profile of every prospect as possible.

This way this data can easily be referenced as part of the greater profile in your CRM to better inform any members of your team who interact with your customers online in the future.

Data points from your live chat should be easily pulled from the software and entered with a few clicks into your CRM.

3. Using a Vendor to Help Consolidate Data Sets and Provide a Personalized Experience.

Seamless integration from live chat to CRM is done with the help of a vendor to better consolidate your existing data sets and provide a cohesive experience for your customer base across channels.

With the help of the proper technology provided by a vendor, it’s then possible for your sales team to reach out to prospects that your team interacted with via live chat originally. This vendor can also help provide your customer service team with a more complete profile of your customer’s interactions with the company as they reach out on live chat for the first time.

In a sense, live chat can act as a form of lead generation for your business if you’ve got access to the right technology to facilitate this process.

The automation of new CRM contacts, the consolidation of your chat related data sets and the ability to directly communicate with live chat leads is what a vendor can help offer your organization when it comes to easily and effectively syncing your live chat and CRM efforts.

Jumplead can help your team consolidate your incoming data sets from live chat with CRM.

Image courtesy of Confisio.

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Brian Honigman
Content Marketing & Social Media Consultant