Dynamics 365 Live Chat Integration – Effortlessly Connect and Engage with our New Omnichannel App!

 

Professionals face the tough challenge of meeting customer expectations on live chat while juggling CRM tasks. Website visitors expect instant replies, and any delay can mean lost sales. Many businesses struggle with this—switching back and forth between Microsoft Dynamics 365 CRM and live chat systems just to respond to inquiries and track leads. This leads to missed opportunities, slow follow-ups, and frustrated customers.

To tackle this pain point, Inogic has introduced LiveChat4Dynamics—the ultimate solution for businesses using Dynamics CRM. With this powerful integration, you can handle live chat directly within your CRM, ensuring real-time engagement with website visitors. No more platform switching—LiveChat4Dynamics centralizes everything, boosting response times and delivering a seamless customer experience. Take a look through following video:

What is LiveChat4Dynamics in a Nutshell?

Following the success of our previous omnichannel apps like WhatsApp4Dynamics and TextSMS4Dynamics, we are excited to introduce the latest addition to Inogic’s omnichannel suite: LiveChat4Dynamics. This innovative solution is designed to take customer engagement to the next level by offering seamless live chat functionality for website visitors, ensuring instant and efficient communication right from your CRM.

Why LiveChat4Dynamics?

1. Facilitates Instant Chat Response: It allows businesses to instantly engage website visitors via live chat, offering immediate assistance without any waiting time.

For example, Sam Spector, a potential customer, browsing your site and interested in LiveChat4Dynamics products. Sam enters his contact details and types his query, “Purchase LiveChat4Dynamics,” into the live chat window.

As soon as the chat is initiated, the rep receives an instant notification within their CRM, eliminating the need to switch platforms. With just one click, the CRM user aka rep can accept the chat and continue the conversation, ensuring a seamless and efficient interaction with client.

2. Get Instant CRM Notifications for New/Upcoming Messages: Ensure that your reps and support team never miss an important message by providing real-time message notifications directly within the Dynamics 365 platform. These notifications keep CRM users informed and allow them to respond promptly to website visitor inquiries.

For example, while working within Dynamics 365 and navigating between different entities, if a new chat message comes in, a notification bubble on the right-hand side will display the number of unread messages. When you click the message bubble, various options become available, including quick access to the chat interface.

• If it’s a new enquiry or the contact is messaging you for the first time, you will need to either Accept or Dismiss the message.
• Once you Accept, any future messages from that contact will be prompted as “View Message.”

• If you Dismiss the message, it will no longer appear in your notification panel but will remain available for other team members to handle.

This app streamlines communication, ensuring that team members can manage customer inquiries efficiently without missing important messages.

3. Allows Conversation Tracking: Enhances customer service by storing live chat history directly in the chat window, ensuring that all communications are recorded and easily accessible within Dynamics 365 CRM for future references.

For example, if Marc, a Dynamics 365 user, needs to review a customer’s previous interactions, he can click the “Chat History” button to access a record of past chat sessions. This feature allows Marc to quickly retrieve and review prior conversations, improving continuity and customer service.

The chat window stays open for 24 hours, and if a visitor returns within that time, the chat will continue from where it was left off. If they come back after 24 hours or use a different contact number, a new chat session will start and be linked to their existing record in Dynamics 365 CRM.

4. Supports Real-Time Record Creation: Simplifies customer relationship management by allowing users to create CRM records directly from live chat conversations, whether using standard Out-of-the-Box (OOB) entities or custom entities. This feature ensures that customer interactions are easily captured and converted into valuable CRM data for better follow-up and management.

For instance, during an ongoing live chat, if you need to create a record, such as a Case, Opportunity, or any other configured entity, you can simply click on the appropriate option.

Let’s say, Marc chatting with a customer and wants to create an Account record based on the conversation. Marc will:

1. Click “Create Record” and select “Account”.
2. The main CRM form opens, where you fill in the necessary details and click “Save & Close” to create the record.

3. The newly created record will automatically be linked as “Regarding” the related chat session, ensuring seamless tracking and follow-up.

This feature helps streamline workflows and ensures that important customer information is captured efficiently during live interactions.

How Microsoft Dynamics 365 CRM – Live Chat Integration is beneficial Users?

Improved Customer Experience: Instant responses enhance customer satisfaction, showing prospects you value their time.

Streamlined Sales and Support: Automated lead capture and tracking make it easier for sales teams to follow up, convert visitors into leads, and close deals.

Increased Productivity: By managing everything within a single CRM, your team can avoid juggling multiple tools and stay focused on what matters – nurturing leads and building relationships.

Better Data Accuracy: With all conversations logged directly in Dynamics 365, you get a full view of customer interactions, enabling informed decision-making and improved follow-ups.

If you’re looking to improve customer engagement, streamline communication, and boost sales, LiveChat4Dynamics is the perfect solution. Live Chat’s seamless integration with Dynamics 365 CRM allows your team to connect with prospects instantly, track interactions, and manage leads efficiently, driving better business results.

Ready to transform your customer communication? Discover how LiveChat4Dynamics can help your business thrive.

Get started today!

Start your free 15-day trial with Inogic’s app today! Install now and dive into the world of next-level CRM. Do you have questions or ready to begin? Hit us up at crm@inogic.com!

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