Integrate Live Chat with CRM for a Smoother Customer Journey
January 27, 2016
By Gemma Baker
Note: This is a guest post by Gemma Baker, Marketing Executive at Click4Assistance
Many businesses today rely heavily on Customer Relationship Management (CRM) software for overseeing and analysing customer engagements throughout the customer experience lifecycle. Whether by phone, email or chat the details of the communication can be stored in customers’ records, allowing representatives to access information when they need to look at previous interactions. Still, representatives need to add their phone call notes manually into the CRM system, while chats and emails can be injected automatically.
Access CRM data in chat for consistent service
Simple enquiries will mean that representatives may not have to look back on previous conversations, if they are one off questions like pricing, status of an order or their stock levels; another visitor may have had contact previously and are looking for something a little more complex. Knowing the previous interactions the customer representatives can manage how to best help customers without having to re-ask basic questions to get an understanding of the visitor’s requirements and can even refer the original operator for consistency.
CRM software can be integrated with live chat so the information can be accessed and the same level of customer service is delivered, whilst the operator is able to ask delicately the questions they need to be able to complete the CRM record; name, company name, contact details, even how they found the company.
Build relationships and upsell with live chat
With business representatives able to build up a profile of the customer and gain insights on their requirements, there are opportunities for representatives to upsell. Perhaps a customer hasn’t considered a different model, which will work better for them or a product that will work great with what they have; the operator will be able to suggest the right options.
By personalizing the chat information from the CRM records, representatives can keep their level of customer service to a high standard and build up a relationship to keep customers returning. Representatives can ask how the customer found his previous purchase from them, if they have a slight grumble, customers can offer suggestions to make the product work better or representatives can offer discounts for the next purchase. Thus, the customer will feel valued and the issue resolved.
Integrating live chat software and CRM systems
A good live chat software provider will offer integration with one or two of the best known CRM systems in the world, like Salesforce or Microsoft Dynamics. However, a great live chat software provider will have a way of integrating with the majority of CRM systems available. If the provider can’t offer integration, he should provide a tailored service to ensure their live chat software integrates with the chosen CRM system in order to make processes as simple as possible for both the customer service agents and the customers.
About the Author
Gemma Baker is the Marketing Executive for Click4Assistance, UKs leading live chat software provider. Through the use of application programming interfaces (APIs) the Click4Assistance software integrates with the majority of CRM systems for a smoother customer journey.
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A key part of TELUS International’s global operations are based in the Philippines, in the city of Manila. Like everyone else around the world, we have been devastated by the news of Typhoon Haiyan, which caused unprecedented destruction in many parts of the Philippines island chain.
TELUS International Europe is adding an incredible new twist to its work environment. Across its offices in Bulgaria and Romania, TELUS International Europe will be broadcasting its own TV channel, TELUS International Europe TV, on the 42-inch HD screens located in the offices’ open and relaxation spaces.
Companies from among all industries and across the size spectrum have proven many times with their experience the value of business process outsourcing (BPO). Still, there are debates regarding the perceived benefits and concerns surrounding outsourcing. Not all of the commonly discussed concerns or perceived disadvantages, however, are founded on direct experience and truth.
Once committed to social care, organizations often struggle with handling volume. The magnitude of conversations can seem overwhelming, but in reality, not all social conversations require a response.
TELUS International Vice-President of Information Technology, Michael Ringman, recently shared his views with Outsource UK Magazine on the evolution and impact of IT in the call center. In the interview, Ringman discusses how global outsourcing trends impact individual call centers.
Social customer service is rapidly becoming the new, critical channel to drive satisfaction and loyalty. Our colleagues from TELUS International call this activity “social care” and it’s defined as the efforts employees make through social media to care for customers. In this post we offer you some of the social care best practices of Apple, HP and Best Buy.
Net Promoter Score (NPS), a customer loyalty metric developed in 2003 by Fred Reichheld, Bain & Company and Satmetrix, is going to save the world. At least that’s how some view it. Ever since its inception, NPS has become the darling of executive management teams all over, and, as such, many organizations now use NPS as their primary Customer Satisfaction (C-Sat) measurement tool.
Last month, TELUS International President Jeffrey Puritt sat down with Economy.bg Magazine to discuss the company’s expansion into Eastern Europe. Jeff also shared his thoughts on the future of outsourcing, and its impact on countries like Bulgaria and Romania.
A common trend among organizations nowadays is working with a number of service providers in order to address their contact center requirements. The main reasons in support of this practice are the access to scale and capabilities including languages and geographic market access, competitive tension, flexibility, and risk management.
It’s difficult to deliver exceptional customer experiences when the person doing the delivering is dying inside and dreaming of an escape.
When it comes to managing staffing levels, there are some things you know (like holidays and back to school volume spikes) and some things you just don’t. For the former, solid workforce management practices with clear goals can keep things on track.
Over the years, workforce management has become very sophisticated. As a result, today’s RFPs often require providers to detail their workforce management processes and how call volume changes are handled.
Let’s face it. Attrition is a big issue for call centers – and perhaps even more so for outsourced call center providers.
The world is changing faster than ever before as the population has been growing exponentially and the impact of our actions is felt not only stronger, but also in more and various ways. Populations’ footprint and irreversible impact has various implications for businesses in terms of their corporate social responsibility (CSR) policies as businesses possess not only the human, but also financial capital to be at the forefront of initiating and delivering socially responsible activities.
As the link between contact center attrition rates and the effectiveness of contact center outsourcing services is gradually becoming stronger contact center outsourcing (CCO) have evolved their thinking on contact center operations.
There are many factors to consider when selecting a country and city for your contact center operations. We have identified characteristics that fit into four groups; each group is important to evaluate when selecting your outsourcing partner and location to do business.
Social customer service is rapidly becoming the new, critical channel to drive satisfaction and loyalty. Almost all organizations, however, struggle with measuring the impact of social customer service on important business metrics. In this post we will point your attention to a framework of 8 metrics measuring the effectiveness of your social care program.
Attrition rates continue to be a key operational metric for contact centers. As the CCO (contact center outsourcing) market continues to evolve, the set of factors driving attrition continues to change as well.
Building strategic customer relationships in the BPO industry, particularly with fast-growing clients, requires having lots of tools in your toolkit.
According to recent article in Forbes, corporate social responsibility continues to emerge as a core cultural ethos where 94 percent of consumers want companies to evolve their business practices to make as positive an impact as possible. Corporate social responsibility initiatives are used by companies for the purpose of increasing employee engagement, motivation and employee satisfaction.
Multilingualism is the ability of a community of speakers to use multiple languages. In Romania, multilingualism is one of the assets that attract large foreign investments, particularly for the call center and BPO industries. The contact center industry in Romania has been growing rapidly over the past 10 years – as of 2013, it employs over 30,000 people.
The Business Process Outsourcing (BPO) industry was born out of a desire to cut operating costs. However, the industry is changing considerably. Today, progressive BPOs are focused on creating an exceptional customer experience while delivering top-line value to their clients in a way that also addresses social inequities in the countries where they operate.
Getting precise measurements on First Call Resolution (FCR) is about as easy as getting work-at-home agents to shower on a daily basis. The good news is that neither is essential for optimum contact center performance and customer experiences.
Customer service organizations are being pushed into social care by savvy customers who are already asking questions on social networks and expecting responses. Almost all organizations, however, struggle with measuring the impact of social customer service on important business metrics.
Are brands not taking social media customer care seriously? Are they consciously choosing not to respond on social channels? Have they invested in the wrong listening tools? Or are they simply overwhelmed with the volume of feedback?
In today’s global business environment where customer diversity and global operations are increasingly common, call centers need to offer some level of multilingual support to remain competitive. Multilingual support allows call centers to continue servicing their existing client base while also going after new business opportunities and generating additional revenue.
“Social care” is defined as the efforts employees make through social media to care for customers. Social customer service is rapidly becoming the new, critical channel to drive satisfaction and loyalty.
In our previous article on the topic 5 step plan to creating strategic outsourcing partnerships we touched upon the first 3 of the 5 steps in the strategy. To remind you these steps were: 1. Introspect 2. Establish open communication 3. Realign priorities to reset relationship Now let’s continue with the remaining 2 steps of the strategic plan that would help you realize greater value from your current outsourcing partnership.
Outlined below are five remedial steps we recommend to customers as they identify the symptoms we’ve covered in our articles 8 Signs your Outsourcing Partnership is in Trouble Part 1 and Part 2 in their contact center relationship. These steps are not only designed to assist buyers in realizing value from their current operations, but may also help in situations of complete breakdown of a relationship.
TELUS International Europe will be participating at the annual Gamescom event, the world’s biggest trade fair for interactive games and entertainment. The fair will take place from August 21st to 25th, 2013 in Cologne, Germany.
Forward-thinking gaming studios realize that providing exceptional customer interactions, alongside popular games, can directly impact the bottom line. Download our insight paper to learn best practices for customer support for gamers from BPO companies and their industry leading US based gaming clients.
In our last post we’ve reviewed the first 4 signs indicating that your BPO partnership is performing at a suboptimal level. To remind you the first four indicators were: 1. Decreasing end-customer satisfaction 2. Increasing agent attrition/staff rotation 3. Measuring success exclusively through savings and efficiency 4. Lack of proactive intent to grow the relationship
In this joint presentation, global technology company Google alongside our colleagues from TELUS International, discuss the role of culture in rallying agents and transforming customer service including: • how to create a culture with meaning • the importance of finding and selecting the right partners to bring your culture to life and more
With this article we are starting a series of posts on the topic of strategic outsourcing and managing outsourcing partnership. The starting point of our discussion will be the major indicators that you need to track and keep an eye on in order monitor the “good health” of your outsourcing partnership. Let’s start with the examination of the first 4 signs indicating that your outsourcing partnership is in trouble, or at least that it is performing at a suboptimal level.
To give you the big picture on the topic of customer support in the interactive entertainment industry we want to point your attention to a whitepaper giving deep and thorough information on the topic. The whitepaper provides deep examination of how a well-structured customer service plan can directly impact the bottom line as well as best practices to consider along the way.
In the past few posts on customer support in the gaming industry we explained the potential of implementing customer support for gamers and the best practices for implementing it. In this article we’ll focus on the how to measure customer satisfaction after you’ve implemented customer support for players. Net Promoter Score (NPS) is an extremely powerful tool for assessing whether a studio’s brand commitment to its customers is being recognized and fulfilled.
Predicted to grow to $82 billion by 2017, the global gaming market is forecasted to become more and more competitive. A crucial question arises here. How can studios stand out from the crowd in the highly competitive gaming industry? For sure the current de-personalized, homogenous consumer support experience for players should be reconsidered by studios.
Customer support is critical to customer loyalty and financial performance. Yet, many companies have neglected to update business processes to unleash the customer service potential of the new frontline workforce – Generation Y, also called “Millennials.”
The gaming industry is undergoing dramatic change as customer service becomes another battlefield for winning over players. By implementing customer support for gamers you’ll maximize player lifetime value, improving the player experience, resulting in player retention and ultimately, player recommendations. Follow those guiding principles to enhance your own game plan for customer support and level up your business in the gaming industry.
As Generation Y customers, those born between 1980 and 2000, are heading towards their peak earning years, controlling and influencing a lot of spending it is crucial to factor them in your customer service equation. We offer you 5 simple best practices to follow in your customer service to the Gen Y customers in order to make them your loyal customers and enlarge your customer pool.
Customer experience innovation is now a game changer in the rapidly growing e-commerce industry. The 3 big trends underway – generation Y, chat and social media, and corporate culture – will largely impact the e-commerce customer service in the coming years.
Companies are no longer questioning “why” or “what” they should outsource, but “where.” They are aiming at destinations where they can take advantage of outsourcing while at the same time minimize the inherent business risks of such initiatives. This infographic gives detailed overview of Bulgaria's capabilities and experience as outsourcing destination.
At one of the most influential industry events, the Call Center Week held in Las Vegas, June 10-14, our colleagues from TELUS International made a joint presentation with our client Google. In front of an audience of approximately 600 people, Jeffrey Puritt, President of TELUS International, and Peter “Scotch” Scocimara, Director of Enterprise Support for Google Apps, showcased why cultural alignment matters in both customer service delivery and selecting customer service partners.
If you are chat agent or a manager who is about to train his/her agents on best practices in chat customer support you might want to look at this cheat sheet. It focuses on communications style, in particular the 10 grammar rules agents should follow to communicate effectively in the online chat channel.
The choice of outsourcing destination is not only a starting point, but also crucial moment in the decision making process of choosing your BPO partner. As this decision will affect the long-term success of your outsourcing partnership we want to point your attention to 7 non-price factors that we advise you to consider in your decision. Why non-price factors?
What do ninjas, pigs, titans, batman and a soiree have in common? Nothing? Think TELUS International Europe style. What unite them are the members of TELUS International Europe powered by TELUS who epitomized the spirit of those creatures at the annual admin teambuilding of the company. The event took place in the old town of Tryavna, situated in the north slopes of the Balkan range in central Bulgaria. All admin TELUS International Europe from Sofia, Plovdiv, Bucharest and Craiova gathered together on June 21 in the town of Tryavna for the annual administration teambuilding, where their teamwork, intellect, creativity and initiative were tested.
Corporate culture is currently more and more viewed as a crucial factor for employee’s performance, satisfaction and turnover, thus affecting the quality of customer experience. In regard to the importance of corporate culture we want to point your attention to an article written by Carolyn Crews, senior vice-president at our partners TELUS International. The article was originally published on customer Think blog and gives insights and best practices on the “right” corporate culture.
In a multichannel environment the digital space is one of the most preferred contact channels for customers as they are increasingly techno-dependent and internet savvy. Therefore, customer service call centers are rapidly implementing live chat as additional method of customer interaction as it has a significant impact on operating cost, employee productivity and customer satisfaction.
Our sustainable partnership with the Romanian Red Cross continued with a donation of 6 tables, 12 chairs and a foosball with the purpose of supporting the logistics of the Red Cross. As only volunteers help the NGO, the Romanian Red Cross was very happy to receive this donation made on June 4.
Last week the president of TELUS International, Jeffrey Puritt, awarded the best agents at CallPoint with special diplomas for outstanding performance. Mr. Puritt visited both Sofia and Bucharest to personally congratulate the agents for the excellent results achieved by delivering exceptional service to our clients.
Do you know that we spend on average 1700 hours per year at the office? Our working days although very dynamic and spend among friends are quite mundane sometimes. We at TELUS International Europe are aware of that. Therefore, we decided to make our days at the office more exciting and fun by rebranding the relax areas in all the cities where we operate.
CallPoint’s partner TELUS International together with Google will be participating in the Call Center Week event held in Las Vegas from June 10 to June 14.
The core component of CallPoint’s corporate culture are its CSR activities which bring employees together to support social and environmental causes. Our latest CSR activity is called Waste Office Week 2013 and it takes place from May 27 to June 1 in our offices in Bulgaria.