Both business leaders and customer service teams will already be familiar with customer relationship management (CRM) technology. Whether you use Salesforce, HubSpot, Microsoft Dynamics, Zendesk, Adobe, SAP, Freshworks, or any other provider, all CRM software serves the same purpose: to record interactions with both existing and potential new customers.
This includes contact information, personal preferences, marketing and sales outreach, and all conversation history with customer service teams. A CRM system stores all of your customer data in one place — giving companies a holistic, 360-degree view of their customers, and allowing them to create personalized experiences.
Many leading CRM providers offer their own customer service bots, often in the form of chat widgets. This might seem like an obvious place to start for support teams looking to enhance their CX with automation.