Explained along with its benefits

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For example, in the case of web customer service, it can be used in the following situations: Recommend products that match your needs based on your EC site purchase history Accumulate questions from various customers to the chatbot to improve the accuracy of answers Replace pop-up banners based on browsing history If it can be integrated with RPA, it can be used to automatically convert voice inquiries from customers into text and store them as data. Gather information through a wide range of channels, including inquiries and social media A CRM system allows you to centrally manage information collected from a wide range of channels, including: Contact Form phone Email Survey results Social Media The information collected above contains customer requests and needs, so it is essential to use it when developing and modifying services.


By using a CRM system with an inquiry management brazil telegram database function, you can grasp customer requests in real time. If the system is equipped with a survey creation function, you can carry out the entire process from survey creation → analysis → implementation of measures in one stop on a single system. Customer service in physical stores In the case of retail businesses with physical stores, there are cases where only customers' employees have access to customer information.


Certainly, if you register as a member of a store app or point card, basic information such as your name, address, gender, and contact information can be obtained. However, it would be difficult to share detailed customer service history such as "What was the atmosphere like?" and "What kind of interaction took place?" If detailed customer service history could not be shared, it may happen that "a regular customer makes an inquiry, but the usual customer service representative is on vacation and cannot respond.