It's hard to remember the days when customer service calls were made anonymously. In today's uber-connected world, there is an expectation that customer service interactions, especially live chat interactions, will be efficiently executed, thanks to behind-the-scenes data streams providing agents with the details needed to swiftly and appropriately serve their customers.

Critical to those data streams is the reliability of their source. By integrating your customer relationship management (CRM) system with your live chat platform, you can establish a single source of truth for your organization, bridging the gap between support and sales - and between customer pain points and market-driven solutions. Microsoft Dynamics CRM provides the information your customer service agents need to provide an exceptional experience, but there are smarter ways of putting that information into those agents' hands.

Here's how.

Improved Customer Service

The increasing popularity of live chat has led to heightened expectations for speed of service. Today's customers have little patience for the delays of record retrieval, or worse, repeating information your customer service team should already know.

The best live chat integrations increase customer service productivity by allowing agents to pull valuable customer insights from Dynamics CRM without ever leaving the live chat window. With a 360-degree view of the customer, including purchase history, service records, past interactions, location and contact information, the agent can instantaneously tailor their conversation, getting the customer the answers they need as quickly as possible.

Enriched Customer Insights

Live chat transcripts often capture unique insights into customer challenges and weak spots in a product or service portfolio. ...