Regardless of size, businesses have begun to rely on customer satisfaction and loyalty to stay afloat in this economy. To boost customer service and increase the chances for repeat business, enterprises have implemented tools to improve customer service.
Many of these include the ability for consumers to e-mail in questions, discuss troubleshooting online, tweet in questions and even chat with an agent through the company’s website.
Comm100, a provider of enterprise-level customer service, knows the importance of a business/consumer relationship, and currently handles communication for more than 200,000 businesses. In an effort to keep companies such as Environment Agency, Rogers, Aviva and Intel (News - Alert) ahead of the game, Comm100 will release an update to its live chat, version 7.0, which will be available for download from the company’s website at 9 p.m. ET this Friday.
“We are always striving to improve Comm100 Live Chat so our clients can provide live help at optimal efficiency,” said Kevin Gao, founder and CEO of Comm100.
In a statement, Comm100 explained the new upgrade will allow Salesforce, a popular CRM platform, to share and transfer information between the chat log and its database. This will help keep all conversations between the agents and the customers manageable and in one place.
“Users can clearly see if a website visitor is already a lead or contact in their Salesforce CRM and retrieve his/her information with just one click, meaning more targeted and effective customer communication. In turn, a new visitor can be automatically added into Salesforce as a lead or contact for future tracking and follow-up with the information gathered through Comm100 Live Chat.”
In addition, Gao said the upgrade will offer more tools to better serve its clients. “Our new operator interface is even more streamlined, with simpler navigation and a thoughtful design that encourages user adoption and proficiency. Integration with Salesforce gives us an added-value for our larger business clients who rely on the CRM tool to manage communications with clients,” he said.
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