Okay, you’re set up with Olark and chatting, you’re making connections with new sales leads, satisfying existing customers and answering tons of tech support and customer service queries every day. How do you manage that flood of information?
Well, you can funnel your chat transcripts to an email address of some guy in Marketing and have him manually pour through them mining for data. That’ll work when your site traffic and chats are relatively low, but that doesn’t scale and there are just too many opportunities for info to fall off the table and be lost. The solution is to get your chat info/transcripts into a CRM program.
What the heck is a CRM
….you might ask at this point? Cultivated Robot Man? Concentrated Rubber Money? Clean Red Mountaineer? Close, but nope. Customer Relationship Management.
A CRM platform allows you to store, manage, respond and update all facets of your customer interaction. Be it sales data and history of contact and deals, customer service or tech support cases. You get all your customer interaction in one trackable, searchable and super manageable place. This is vital to the process of excellent customer service in that nearly every interaction requires some follow up. Getting your data in to the CRM also enables analysis via metrics gathering to help you to better understand your site visitors; what they want, what they need and if they are getting just that in a clear concise manner. Miss that and you miss the opportunity to create truly happy customers.
Olark – CRM Integrations
At Olark we are proud to integrate seamlessly with a number of major players in the CRM world.
In alphabetical order (cause we love you all equally):
All of these CRM platforms offer great service and we hear every dang day how happy our customers are with them. They all offer slightly different approaches to UI, storage, metrics reporting and interaction and we recommend you contact each to find which best fits your company’s needs.
The integration process
It couldn’t be easier. In the example below, which is similar for all of our integrations you merely need to provide your credentials and you’re good to go. Easy as pie!
You can choose to make the export to the CRM platform automatically happen at the end of each conversation, or make it a manual process (by choosing “disabled”) to keep miscellaneous chats from cluttering your sales cases, etc… Your choice entirely.
Keep track of your chatting visitor
My personal favorite part of the integration process is the ability to add tags and labels to chat interaction so we can keep track of what our chatting visitors are looking for most of the time. Knowing what people want allows us to react Jedi-like in anticipating what information to present to new visitors to our site to help them find what they need. And that is the name of the game.
Get set up today and start tracking and understanding your customers right away.