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Reasons Why Chatbots are Important in CRM?

Updated on
Oct 19, 202318 min read
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    Table of content

  • What is CRM?
  • arrow
  • Why should a customer support chatbot be a part of your CRM?
  • Conclusion

Chatbots for customer service are revolutionizing customer support services day by day. If you want to keep up, you will need to implement a chatbot for customer service in your CRM (Customer Relationship Management) strategy.

No matter which industry you belong to, customers are the essential asset for any business or brand. A chatbot for customer service can provide a sense of direction and clarity for the company. Before introducing a chatbot for customer service, tasks like customer support and hiring sales representatives were labor-intensive (by human staff) and a significant cost center for businesses. There are many ways to lose a customer. Still, there's only one way to keep the customer by providing customer satisfaction, and a chatbot for customer service can be a crucial asset.

What is CRM?

CRM stands for Customer Relationship Management. A CRM system supports businesses to build prospect relationships and streamline processes by collecting information to analyze and better understand the customer for improvement. It helps in raising sales, improving support services, and revenue generation.

Why should a customer support chatbot be a part of your CRM?

We know customer relationship management (CRM) software tools are fantastic at helping to automate and streamline marketing and sales activities. A customer service chatbot can propel your CRM strategy ahead and make it more productive than ever.

According to CSO (Central Statistics Office)insights, less than 40% of companies have a more than 90% of CRM adoption ratio.

The biggest challenge any business venture faces with CRM (customer relationship management) is the low usability and adoption rates. Due to issues like this, the following problems occur. 

1 Poor UX

CRMs with poorly designed UX design and interfaces decrease user adoption, productivity, and loss of sales opportunities, negatively impacting overall growth.

2 Manual data entry

Hubspot suggests manual data entry is the number 1 CRM adoption challenge. Sales staff are often bogged down by the extensive manual entry of customer information. Eventually, this affects productivity but also demotivates businesses to use CRM more often. Even Salesforce suggests that 20% of a representative's time is spent on CRM and other administrative data entry.


Top reasons why chatbot for customer service is essential in managing your CRM

Chatbots for customer service can seriously support making CRM a better tool to function more effectively and efficiently. If you are still not convinced whether a customer service chatbot can help you or not, below are some of the reasons why customer support chatbots and CRM go hand-in-hand.

1 Automate Data Processing

A CRM chatbot for customer service plays several roles. Chatbot for customer service can greet customers and ask about their issues before a sales representative talks with a customer. Chatbot for customer service can help you capture keynotes, insights, and details from the prospect and automatically enter the information into the CRM system. A chatbot can log in all the customer information like cost, budget, challenges, and objections about any product or service-related data to the customers directly and even to the agent.

2 Faster data access 

As discussed above, to simplify and automate the data entry process, a CRM chatbot for customer service can also access the custom information via chat. Users or sales agents can ask questions in the natural language like- "what is the deal size of customer B?" "When is the follow-up due for customer C?" etc. All this can happen within their messaging interface in the system. A customer service chatbot reduces unnecessary navigation through complex data pages and can function with less time and effort via a chatbot for customer service.

3 Simplifies further entries

It's pretty annoying and troublesome when we have to navigate the pages for general customer information, which is not a good customer service example. But by implementing a chatbot for customer service, updating records can be made simpler and quicker. Chatbot for customer service can achieve this without even logging into the CRM system every time. You can interact with your chatbot for customer service in human language with text or voice inputs to update records as per the need. For instance, Add customer T's phone number- <any mobile number>. 

4 Accurate and efficient

By deploying a customer service chatbot, the accuracy for the leads can be higher. You can train and define the chat flow of your chatbot for customer service as per your wish while keeping the customer's needs and expectations in mind. As a chatbot for customer service is an AI-powered tool, the response is faster and more relevant. Chatbot for customer service is likely to be a better CRM application development for any business. A chatbot for customer service can find accurate data from the database; it lets the user know it instantly without delay and sets a good customer service example. A customer service chatbot can reduce wastage of time and errors and help build a healthier relationship with the prospects.

5 Cost-effective

With a well-designed intelligent chatbot for customer service, you can successfully replace the expensive CRM development. Chatbot for customer service will help you cut down a significant expense of your business and save capital for crucial areas. Hence, a CRM chatbot for customer service can be a more cost-effective and feasible option for any business or brand out there. By reducing the cost of things that a chatbot for customer service can handle, you can invest in other industry sectors. This will help you get an added advantage and a better way to grow ventures in all directions.


To sum up, we would say that CRM needs to be a functional unit in any corporate sector. Moreover, the companies' additional services, such as implementing CRM chatbots for customer service, are an excellent way to optimize the relationship and set good customer service examples. Hence, adopting a chatbot for customer service is the best thing you can do for new and growing businesses. Take a step ahead with BotPenguin; after all, customer satisfaction makes a company strive in the market, and we believe in that.

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