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