| Customer Relationship Management (CRM) is a | | | | Internet users. It is estimated that tens of million |
| strategy and processes used to learn more about | | | | of Internet users login to online chat rooms |
| customers' needs and behaviors in order to | | | | regularly. In free adult chat rooms or free teen |
| develop stronger relationships with them. CRM | | | | chat rooms people talk about anything under the |
| applications are traditionally developed as | | | | sun - love, pets, music and games.2. One |
| client-server software. The proliferation of the | | | | customer service representative is able to |
| Internet and the Web has fueled the rapid growth | | | | support multiple customers at the same time.It is |
| of Web-based CRM or online CRM applications. | | | | common to wait 30 minutes or even more |
| Web CRM systems are widely deployed for Web | | | | before a customer can talk to a support |
| based call center, contact management, trouble | | | | representative. With chat software, customers |
| ticket, personal information manager and | | | | have a better chance of instant access to a |
| scheduling. As more and more corporations use | | | | service representative. One support team |
| chat software to provide quality customer | | | | member may be able to chat with a few |
| support, many CRM vendors have built chat | | | | customers at the same time.3. Chat software can |
| functionality into new generation of Web-based | | | | automatically log a support chat sessionCall center |
| CRM systems.The first generation of text-based | | | | software is capable of recording support |
| online chat software was developed years before | | | | conversations. However, it requires extra cost to |
| the World Wide Web (WWW) gained its | | | | convert audio recordings to digital information that |
| popularity. The new generation of Web-based | | | | a computer can understand and extract valuable |
| chat software is much more user-friendly and is | | | | information from. Chat software, on the other |
| powered with audio and video chat.There're many | | | | hand, can be easily configured to automatically log |
| benefits to integrate chat software into CRM | | | | a support chat session.Bruce Zhang has over 10 |
| systems.1. Many customers have experience in | | | | years experiences in developing and implementing |
| using chat softwareNew technology is often | | | | ecommerce and ebusiness systems in various |
| challenged by user acceptance. Fortunately, online | | | | industries. |
| chat has been widely accepted by average | | | | |