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Benefits of Integrating Online Chat Software with CRM
by: Bruce Zhang
Customer Relationship Management (CRM) is a strategy and processes used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. CRM applications are traditionally developed as client-server software. The proliferation of the Internet and the Web has fueled the rapid growth of Web-based CRM or online CRM applications. Web CRM systems are widely deployed for Web based call center, contact management, trouble ticket, personal information manager and scheduling. As more and more corporations use chat software to provide quality customer support, many CRM vendors have built chat functionality into new generation of Web-based CRM systems.

The first generation of text-based online chat software was developed years before the World Wide Web (WWW) gained its popularity. The new generation of Web-based chat software is much more user-friendly and is powered with audio and video chat.


There're many benefits to integrate chat software into CRM systems.

1. Many customers have experience in using chat software

New technology is often challenged by user acceptance. Fortunately, online chat has been widely accepted by average Internet users. It is estimated that tens of million of Internet users login to online chat rooms regularly. In free adult chat rooms or free teen chat rooms people talk about anything under the sun - love, pets, music and games.


2. One customer service representative is able to support multiple customers at the same time.

It is common to wait 30 minutes or even more before a customer can talk to a support representative. With chat software, customers have a better chance of instant access to a service representative. One support team member may be able to chat with a few customers at the same time.


3. Chat software can automatically log a support chat session

Call center software is capable of recording support conversations. However, it requires extra cost to convert audio recordings to digital information that a computer can understand and extract valuable information from. Chat software, on the other hand, can be easily configured to automatically log a support chat session.


About the author:
Bruce Zhang writes about Internet technology and online culture. chatjungle.com is a good place to experience free adult chat rooms http://www.chatjungle.com/adult-chat.htmlor free teen chat rooms http://www.chatjungle.com/teen-chat.html



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Software Evolution
 by: Rafael Sosa

As Internet connections become more permanent with broadband access, software will be able to evolve into a more efficient and personalized medium. Currently, most software run from our hard drives and require installations that alter our system configurations, many times slowing down our computers. Because software occupies space and processing power, there is a limited amount of software that can run in our PCs. On the business side, current software systems require many companies to produce a system of distribution (Compac Discs), customer support, and is usually not compatible with all customers, thus limiting its customer base further.

A software evolution is ocurring and it is going to benefit both customers and businesses immensly. Software will no longer come as a packet that needs to be installed on a PC, but rather it will be completely Web based. Web based software will become the default way of reaching customers. Customers will have advantages such as, using unlimited amount of software, using applications regardless of where the person is or which computer he/she is using, software can be personalized and upgraded to meet specific needs to each individual. Businesses will be able to, reduce costs, reach a larger customer pool, taylor its software to diverse markets, repair bugs more rapidly and easily, understand its customer and the way they use their software, etc.

In order for this software revolution to occur in whole, there needs to be a central point. Like Miscrosoft’s DOS in the 80’s, which became the standard choice of operating system to centralize and organize our computer operations, there needs to be an online operating system. As of now, Microsoft has built an empire because of its vision and their dominance in the OS market. However, now there is a window of opportunity to take a large chunk of that empire and possibly eliminate Microsoft’s monopoly of the Operating System. While there are many companies and organizations (Apple, Linux, Lindows) out there trying to take a bite out of Microsoft by competing on the same turf, PC users are accostumed to Windows and will most likely not switch. The opportunity to eliminate this monopoly is to create an Online Operating System. PC users will inevitably move completely online.

An Online Operating System will be the central point of every user in the future. There are online companies who have an inside advantage to this, such as Yahoo!, Google, and AOL, but it can be anyone’s medal, even to a fairly unknown competitor, as was Microsoft when they introduced DOS to the world. In this new concept of Operating System, there can be a larger space of diversity and can be shared by more companies, unlike the current status.



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