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January 11, 2013 Business Technologies

Web Site Live Chat Integrated with SugarCRM

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By Sonja Fridell

There are quite a few web site live chat tools that integrate with SugarCRM.

Here at BrainSell, we’ve been using Zopim.

We’ve tried 3 different chat clients in the past, Volaro, Olark and LiveChat Inc.

Volaro was on the expensive side, and it I didn’t love the look of the interface. Olark wasn’t feature rich, but it integrated with Pardot Marketing Automation, which then integrated to Sugar, so that was a plus. LiveChat was pricey, but pretty feature rich, and it has a desktop client. Ultimately, we went with Zopim due to price, and the look and feel.

WHY would you care if your web site chat integrated with your CRM? Well… if you have people give their email or name before starting a chat on your site, the chat client mines the CRM for their record. While you’re speaking to them, you can see notes, cases, opportunities and basic info WITHIN the chat client. Very cool stuff.

If a prospect chats with you and is not in CRM, you can add them.

You can’t beat the price of Zopim, and it took me one click to configure the Sugar integration.

Sugar details are visible on the right side of the chat screen. Notes can be added to Sugar through the chat session.


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