Customer service and sales teams using Microsoft Dynamics 365 CRM often face challenges in managing real-time interactions effectively. Common issues include delays in responding to customer inquiries, difficulty in tracking and managing multiple conversations, and missed opportunities to engage leads promptly.
Integrating live chat with Dynamics 365 CRM addresses these issues by simplifying communication and streamlining processes.
Why Integrate Live Chat with Dynamics 365 CRM?
Live chat is an essential tool for businesses prioritizing customer service and sales efficiency. Here are some stats to highlight pros of using live chat for your sales and customer service communications:
Live chat boasts a customer satisfaction rate of 73%, surpassing email support at 61% and phone support at 44%.
Addressing customer inquiries within 5 to 10 seconds boosts satisfaction levels to 84.7%.
Companies that implement live chat experience a 20% increase in conversion rates.
For Dynamics 365 CRM users, integration enables:
Instant responses to customer inquiries.
Seamless workflows by reducing platform switching.
Personalized communication by leveraging CRM data.
This integration directly supports use cases like lead conversion, customer issue resolution, and account management.
5 Benefits of Live Chat & Dynamics 365 CRM Integration
1. Resolving Customer Issues in Real Time
For service teams, integrating live chat helps resolve customer issues immediately. For instance, a customer experiencing a product malfunction can connect with a service agent via live chat. The agent can log the issue as a case in Dynamics 365 CRM, offer a solution instantly, and track the resolution process.
2. Accelerating Sales Conversions
Sales teams can use live chat to engage with potential customers during their decision-making process. For example, when a prospect visits a pricing page, a live chat prompt allows sales reps to answer questions, address concerns, and convert the interaction into an opportunity within Dynamics 365 CRM.
3. Centralized Interaction History
With all chat conversations stored in Dynamics 365 CRM, teams have a single source of truth for customer interactions. For example, if a customer reaches out multiple times, agents can review past chats to provide consistent and informed support.
4. Managing Multiple Conversations Efficiently
Live chat notifications in Dynamics 365 CRM help teams handle multiple customer interactions simultaneously. For instance, during a product launch, customer service reps can manage a surge in inquiries without missing critical conversations.
5. Improving Customer Engagement During Peak Times
During seasonal sales or promotional events, live chat ensures timely responses to customer questions. For example, a sales team can handle a high volume of queries about discounts or product availability, ensuring no lead is left unattended.
How to Integrate Live Chat with Dynamics 365 CRM?
Inogic’s LiveChat4Dynamics app is the ultimate solution for integrating live chat with Dynamics 365 CRM, eliminating the need to switch between platforms. With real-time notifications and instant responses, it empowers your sales and support teams to engage prospects, nurture leads, and close deals—all from within the CRM.
Features of LiveChat4Dynamics
Instant Chat Response for Customer Queries
Customer service teams can provide immediate support, resolving issues quickly and enhancing satisfaction.
Real-Time Notifications for Sales Opportunities
Sales teams receive instant notifications within Dynamics 365 CRM, ensuring they never miss a chance to engage with a potential lead.
Conversation Tracking for Better Management
All chat histories are stored in Dynamics 365 CRM, allowing teams to access past interactions for context during follow-ups.
Automatic Record Creation for Leads and Cases
Chat interactions automatically generate leads, cases, or opportunities in Dynamics 365 CRM, streamlining tracking and management.
Conclusion
For customer service and sales teams using Dynamics 365 CRM, live chat integration addresses specific use cases such as lead nurturing, issue resolution, and customer engagement. Inogic’s LiveChat4Dynamics app simplifies this process, helping teams manage interactions more effectively. Ready to improve your customer and prospect interactions?
Wish you could integrate WhatsApp messages and Text SMS into Dynamics 365 CRM, just like live chat? Look no further than Inogic’s TextSMS4Dynamics and WhatsApp4Dynamics apps. These solutions seamlessly integrate SMS and WhatsApp Business into Dynamics 365 CRM, enabling instant engagement directly within the platform. Combine them with LiveChat4Dynamics to create a unified omnichannel experience, enhance customer connections, and drive business success.
Interested in exploring LiveChat4Dynamics apps for your business? Download a 15-day free trial from our Website or Microsoft AppSource today!
Feel free to connect with us at crm@inogic.com for any personalized app demo request.
