CRM - customer relationship management - is essential for any and every business to master. And it's essential for your CRM to be available 24/7. The rise of artificial intelligence (AI) means call centers can be staffed by chatbots.
In the increasingly online world that we live in, customers expect to press a button and get what they want. Unfortunately, so many businesses are still stuck in an era of slow, outdated call centers. But chatbots can change that. If you’re curious about chatbots and CRM, here are some tips and marketing trends for 2017.
Related: 3 reasons for businesses to adopt chatbots for CRM
A CRM solution is not necessarily going to be the perfect fit for your business. What works for one won’t necessarily work for another. That’s why it’s important that you find a system that can be customized to suit your business needs. Be sure to take some time to understand your business needs before rushing to make a decision.
The data you gather is a treasure trove of information about your customers and their journeys. This is marketing gold to create your campaigns to sell and market your products. Your data must be correctly organized so that you can easily pull appropriate information at a moment’s notice.
All team members should have access to the data collected during the CRM process. If it’s a pattern that customers are questioning a certain product, your various teams need to know about it. A good CRM solution allows your teams to collaborate and be aware of what’s happening in the business.
You might think that investing in a new CRM solution will change everything for your business. But not much will change if you still do business the same way you always did. Changing your system is the ideal time to put new processes in place and improve efficiency.
Listening to what your customers are telling you directly is one thing, but you also need to know what they're saying behind your figurative back. Social listening allows you to understand what your audience is saying about your brand.
A key to business success and creating strong results is when the marketing and sales departments work together. The two departments can use the data collected during the customer relationship management process to create the campaigns your customers want to see which will convince them to buy.
Your CRM system should be left alone to do its job. When you do that, you’ll see your relationships improve between your customers and business. To give your CRM system this kind of autonomy, you need to ensure you give it the data it needs so it can learn how to correctly communicate with your customers.
If you’re keen to stay ahead of marketing trends and implement a new CRM solution, consider Clickatell Touch. It’s a chatbot-driven solution that allows your call center agents to deal with multiple customer issues at the same time. It uses online chat with bot-driven interactions and machine learning to automate interactions.
Touch integrates seamlessly with existing infrastructure and applications. It reduces your call center costs while improving the relationship with your customers. Touch ensures that no calls are missed, provides in-depth insights, and faster transaction completion. All of that combined with 24/7 tech support, makes Touch an affordable and innovative way of communicating with customers.
SMS and two-way channels, automation, call center integration, payments - do it all with Clickatell's Chat Commerce platform.