Chatbot CRM: Definition, Benefits, and Examples of Its Application
What Is a CRM Chatbot? Automate Responses for Customers with Chatbot CRM!
You may have heard the terms chatbot and CRM , but what about a CRM chatbot ? What are CRM chatbots ?
Chatbot CRM is an artificial intelligence-based chatbot or chat service that is integrated with CRM applications . CRM bots can respond to customer messages by personalizing names and other customer history information so that conversations become more natural like talking to humans.
With CRM bots , you can make customers loyal to your business, because CRM bots can help automate responses for customers. This will certainly increase their satisfaction with your business.
Then, what is an example of a CRM chatbot like ?
To find out, let's take a look at the full discussion of CRM chatbots , their benefits, and examples of their implementation in the following article!
What are the Benefits of Chatbot CRM for Companies?
Because it has many positive benefits, CRM bots are starting to be widely applied to several businesses or companies. Some of the benefits of the CRM bot are as follows:
– Chatbot CRM is able to automate data processing
CRM chatbots can automate many things in business, such as greeting customers and asking about problems customers face before speaking directly with customer service agents .
Thus, CRM bot helps you to get keynotes , insights as well as all customer information like costs, budgets, challenges and complaints regarding any product or service then automatically enter that information into CRM system .
– Access data faster via chat
Not only for websites , but CRM bots have been widely used in chat applications, such as WhatsApp, so that they can access data more quickly and easily.
WhatsApp chatbot integration allows users or sales agents to be able to ask questions using natural language.
– Simplify the entry process further
By implementing a CRM bot for customer service , updating records can be made simpler and faster without even needing to log into the CRM system every time.
Users can interact with customers using text or voice input to update records as needed.
– Accurate and efficient
A CRM chatbot for customer service can find accurate data from a customer database. This allows users to determine the flow of their chatbot customer service according to the wishes, needs, and expectations of their customers.
CRM bots can reduce time wastage and minimize errors and help build healthier customer relationships.
– Save costs
CRM bots have well-designed intelligence for customer service that can significantly reduce business expenses.
By using a CRM bot you can ignore unnecessary expenses, instead you can invest in other more important sectors that can help you gain additional profits in a better way.
What is an Example of Implementing a CRM Chatbot?
1. Receiving orders or customer complaints
Customers who want to order or submit complaints can easily do so through the WhatsApp chatbot integration .
The CRM bot will perform data entry and make a deal (if an order occurs) or a ticket (if there is a complaint) in the CRM automatically. Through one CRM platform, the customer service team or sales team can track and monitor all the completion processes.
2. Information regarding the status of orders and tickets
WhatsApp chatbot integration allows customers to contact the customer service team via WhatsApp chat to easily ask about the status of their orders.
The CRM bot will then ask for the ticket number which will be tracked and the status will be sent to the customer automatically.
3. Automatically send notifications on the customer's WhatsApp
Apart from functioning to receive orders or complaints from customers through the WhatsApp chatbot integration , this application will send messages or notifications to the customer's WhatsApp.
The notification is sent automatically for any changes that occur in orders or complaints without the need to be asked first by the customer concerned.
4. Save customer data automatically
All incoming messages on the CRM bot, including customer profiles (names, phone numbers) and conversation history will be automatically stored in the CRM. All of this data can be used for upselling , cross-selling , segmentation, customer loyalty programs , and so on.
5. Escalate and send messages to related teams
With a CRM bot, all messages that need to be escalated or forwarded to the relevant team can be done automatically. In addition, the CRM bot also has a notification system that can automatically alert relevant teams.