CRM Chatbot: how it works, advantages, application and tools

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Did you know that around 40% of Internet users worldwide prefer to interact with chatbots rather than with customer service representatives ? That's why several industries are including bots in their business processes. In this way, they hope to meet the growing demand for 24/7 customer service , increase productivity and sales . To boost results, you also need to count on Chatbot CRM! It is an integration that has helped organizations scale their businesses even further.

By integrating CRM with Chatbot, your customer does not need to wait to be attended to by an operator, they have personalized service. Based on their data already registered in the CRM — and they can also resolve several issues due to the automation of routines.

In fact, it is also due to automation that the CRM Chatbot performs the pre-qualification of leads, and that is what we will discuss in this text.

Image with a blue background, written Best CRMs on the market: a comparison to help you choose yours. In the image there is a computer with the Bitrix24 screen.

Understand what CRM Chatbot is and how it works
Chatbot CRM is an integration that combines software based on artificial intelligence, capable of maintaining conversations, and CRM tools, which can organize and automate contact with customers.

Both features have a lot in common, don't they? Communication is a fundamental element for them, and that's why they work so well together. This integration works to improve business management, as it allows for the registration of opportunities, identifying good leads and sales.

Discover the advantages of using Chatbot CRM
Using a CRM Chatbot is a strategy that provides many benefits to companies and users in general, and this is what has made it increasingly popular. Learn about the advantages of using a CRM Chatbot and be sure that this sri lanka telemarketing data feature is a good technique for your business:

More accurate database;
Personalizing your brand's relationship with consumers;
Greater productivity;
Immediate, objective and accurate responses for customers;
Process optimization.
Find out which are the most useful tools in a CRM Chatbot
Chatbot CRM has extremely useful tools for your company. With it, you can facilitate several business processes, increasing productivity and improving your company's results.

The most useful tools of a CRM Chatbot are: artificial intelligence (machine learning and deep learning mainly), personalization of communication with the public, Natural Language Understanding and Natural Language Processing.

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How chatbot prequalification works
Woman accessing the chatbot via cell phone. In front of this image we find a robot doll.

One of the great advantages of using a chatbot is the ability to scale your service . The sales department is no longer limited by the number of available operators, nor by the working hours defined by your organization. A customer can contact you at any time and day of the week and will be attended to and pre-qualified by the chatbot. This way, you don't miss any opportunities.

Let's see how it works in practice? So consider the hypothetical case of Manuela, an entrepreneur who visited our website to learn more about Bitrix24 .

Manuela entered Br24.io , clicked on the icon for our communication channels and then on our chat.
In the chat window Manuela wrote her message: “ — Hello, I would like to know more about Bitrix24 to see if it is interesting for my business” .
The integrated Chatbot responds and identifies the lead to see if it is already registered in the CRM.
As Manuela is a new lead, the solution begins to pre-qualify, collecting basic information such as name and contact details, as well as information that will qualify or discard the potential client.
Once pre-qualified, Manuela is directed to our cadence flow or forwarded to an operator if one is available.
Pre-qualification is, therefore, the starting point in lead qualification, speeding up the work of SDRs and reducing lost opportunities.

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image with shades of blue, a cell phone and a tablet appear in the layout and next to it is written: Free eBook Chatbot: How to personalize your customer experience. A guide on how to use chatbots to provide quality automated service.
What information does your chat bot need to know to start qualifying?
Your chatbot needs to have access to your customers’ data to personalize the service. This is possible with chatbots integrated with CRM. This way, it can be configured to ask questions about information that you consider relevant to your business.

At Br24, for example, we discard a new lead depending on the number of employees in the company. This is one of the pieces of information that the chatbot checks. We are not interested in organizations that do not fit our criteria. And even this negative response can be automated in the chatbot.

Therefore, you must take into account what your company offers and who your persona is. This way, you gather information that, when collected by the chatbot, can qualify or discard the lead.