Knowledge base
We provide useful information so that you can figure it out yourself
Back
Integration of CRM system with website
One of the most important functions of CRM systems is receiving leads and orders from the website. The system collects and processes data obtained from feedback forms, user profiles and orders created by them. In order for data to be transferred correctly, you need to properly configure CRM integration and synchronization between the site and CRM. In this article, we will look at several ways to integrate CRM with your website and discuss their advantages and disadvantages.
Open lines in the CRM system
Open lines are a communication channel that allows you to collect messages from social networks or instant messengers and send them to a single manager chat.
For example, a user can contact a company via VKontakte or Telegram. His messages will go to the manager’s CRM system, and the manager’s response will go to a social network or instant messenger. This tool allows you to give the visitor a choice of a communication channel that is convenient for him.
Integration of open lines is configured in Bitrix24 CRM: in the system you will see all the social networks connected to it and you will be able to select which ones will be displayed in a specific widget.
Integration of online chat CRM system into any website
Online chat is a communication tool with which we establish a dialogue with the client. We can get information about it using feedback forms built into the CRM chat or, for example, authorization through social networks.
A chat widget can be created on the Bitrix24 side in the CRM section. When you first set up, you can choose a design, and the welcome message and avatar can be changed in the “Automatic greeting” section.
Additionally, you can choose what appears on the page at certain times of the day. For example, from morning until the end of the working day - a chat, in the evening and until the morning - a feedback form. You can also configure the chat widget so that it does not appear on pages with other forms, such as a separate feedback form.
User messages will appear in a special chat on the Bitrix24 side. The dialogue history will be stored:
In the form of leads or contacts in CRM;
In contact center call statistics.
This way you can collect and store information on clients in CRM and compare it with data already available in the database.
One of the most important functions of CRM systems is receiving leads and orders from the website. The system collects and processes data obtained from feedback forms, user profiles and orders created by them. In order for data to be transferred correctly, you need to properly configure CRM integration and synchronization between the site and CRM. In this article, we will look at several ways to integrate CRM with your website and discuss their advantages and disadvantages.
Open lines in the CRM system
Open lines are a communication channel that allows you to collect messages from social networks or instant messengers and send them to a single manager chat.
For example, a user can contact a company via VKontakte or Telegram. His messages will go to the manager’s CRM system, and the manager’s response will go to a social network or instant messenger. This tool allows you to give the visitor a choice of a communication channel that is convenient for him.
Integration of open lines is configured in Bitrix24 CRM: in the system you will see all the social networks connected to it and you will be able to select which ones will be displayed in a specific widget.
Integration of online chat CRM system into any website
Online chat is a communication tool with which we establish a dialogue with the client. We can get information about it using feedback forms built into the CRM chat or, for example, authorization through social networks.
A chat widget can be created on the Bitrix24 side in the CRM section. When you first set up, you can choose a design, and the welcome message and avatar can be changed in the “Automatic greeting” section.
Additionally, you can choose what appears on the page at certain times of the day. For example, from morning until the end of the working day - a chat, in the evening and until the morning - a feedback form. You can also configure the chat widget so that it does not appear on pages with other forms, such as a separate feedback form.
User messages will appear in a special chat on the Bitrix24 side. The dialogue history will be stored:
In the form of leads or contacts in CRM;
In contact center call statistics.
This way you can collect and store information on clients in CRM and compare it with data already available in the database.
What is CRM?
The abbreviation stands for Customer Relationship Management and is translated as “customer relationship management.” The system includes tools for organizing and managing contacts, databases, marketing automation, sales and analytics.
Why does a business need CRM?
To collect and record information on clients and transactions;
To manage sales, form sales funnels and regulate the work of managers;
Planning, collecting statistics and end-to-end analytics;
Monitoring the activities of employees and planning the work of managers;
Automation of document flow.
First of all, the system’s capabilities will be useful to companies that sell their goods and services and interact directly with customers - digital agencies, online stores, etc.
If your company needs to take into account large amounts of data and collect statistics in real time, and business processes and sales require automation and optimization, CRM will help solve these problems.
CRM classification
The main way to classify CRM systems is by their intended use.
Data processing levels
Operational CRM
Provide access to information about specific clients in the process of interacting with them as part of the service. Typically, such systems are used to simplify relationships with customers and increase their loyalty. The functionality includes:
Collection of customer data;
Prompt access to the client base;
Contact center;
Marketing campaign management;
Automation of the work of the sales department - distribution of tasks and clients, automatic mailing of letters, etc.;
Automation of document flow.
Such CRMs are rarely used in their pure form; as a rule, they are modified and integrated with other systems.
The abbreviation stands for Customer Relationship Management and is translated as “customer relationship management.” The system includes tools for organizing and managing contacts, databases, marketing automation, sales and analytics.
Why does a business need CRM?
To collect and record information on clients and transactions;
To manage sales, form sales funnels and regulate the work of managers;
Planning, collecting statistics and end-to-end analytics;
Monitoring the activities of employees and planning the work of managers;
Automation of document flow.
First of all, the system’s capabilities will be useful to companies that sell their goods and services and interact directly with customers - digital agencies, online stores, etc.
If your company needs to take into account large amounts of data and collect statistics in real time, and business processes and sales require automation and optimization, CRM will help solve these problems.
CRM classification
The main way to classify CRM systems is by their intended use.
Data processing levels
Operational CRM
Provide access to information about specific clients in the process of interacting with them as part of the service. Typically, such systems are used to simplify relationships with customers and increase their loyalty. The functionality includes:
Collection of customer data;
Prompt access to the client base;
Contact center;
Marketing campaign management;
Automation of the work of the sales department - distribution of tasks and clients, automatic mailing of letters, etc.;
Automation of document flow.
Such CRMs are rarely used in their pure form; as a rule, they are modified and integrated with other systems.
To prevent this from happening to your work, you need to carefully analyze the user experience (often abbreviated as UX - User Experience) - and transform it into a competent interface (UI - User Interface).
Audience Analysis
Before you create an application, you need to understand who will use it.
After all, there are no products for everyone. Even if we take the simplest product - a book - it turns out that potential consumers of books are not all people on the planet. Most likely, these are people with certain hobbies, income levels and lifestyles. In the remaining part there will be those who prefer newspapers or audiobooks, or simply do not like to read, etc.
Therefore, when designing a mobile application, you need to take care of how well it meets the expectations of the target audience (TA).
To calculate your target audience, you need to answer five questions, also known as Mark Sherrington’s 5Ws.
What? (What?) is the product or service you offer to users;
Who? (Who?) - type of consumer based on characteristics such as gender, age, place of residence, social status;
Why? (Why?) - what problem will your product or service solve and why should the user be interested in it?
When? (When?) - at what time will the user make a purchase? It could be a season, holidays, time of day.
Where? (Where?) - where will the purchase take place - in an offline store, in an application, on a website?
However, the answers to these questions do not provide a complete picture of the potential user of the application. Highlight the important unique characteristics that future users of your application have. Do they like dogs? Interested in rare books? Do you listen to vinyl records?
You can build on this further. Divide your target audience into segments that can be described by a combination of criteria - for example, for an online cinema application, these could be active users of social networks who are fond of cinema, are constantly on the move and like to watch videos on the way to work and home. Having identified several of these segments, you can move on to “building muscles on bones” - creating a persona.
The persona method, developed by Alan Cooper, allows you to focus on the specific user of the product, rather than the faceless average mass. With its help, you can create a detailed model of user interaction with the application and personalize it.
An important advantage of this method is the stimulation of empathy. Empathy is the ability to understand and share the feelings and motivations of other people, which is necessary in order to develop a good interface. Empathy allows you to understand not only the user’s immediate disappointment, but also his capabilities, goals, hopes, fears, etc. With its help, we can create solutions that not only satisfy the needs of users, but also improve their lives by solving their problems and pain points.
Audience Analysis
Before you create an application, you need to understand who will use it.
After all, there are no products for everyone. Even if we take the simplest product - a book - it turns out that potential consumers of books are not all people on the planet. Most likely, these are people with certain hobbies, income levels and lifestyles. In the remaining part there will be those who prefer newspapers or audiobooks, or simply do not like to read, etc.
Therefore, when designing a mobile application, you need to take care of how well it meets the expectations of the target audience (TA).
To calculate your target audience, you need to answer five questions, also known as Mark Sherrington’s 5Ws.
What? (What?) is the product or service you offer to users;
Who? (Who?) - type of consumer based on characteristics such as gender, age, place of residence, social status;
Why? (Why?) - what problem will your product or service solve and why should the user be interested in it?
When? (When?) - at what time will the user make a purchase? It could be a season, holidays, time of day.
Where? (Where?) - where will the purchase take place - in an offline store, in an application, on a website?
However, the answers to these questions do not provide a complete picture of the potential user of the application. Highlight the important unique characteristics that future users of your application have. Do they like dogs? Interested in rare books? Do you listen to vinyl records?
You can build on this further. Divide your target audience into segments that can be described by a combination of criteria - for example, for an online cinema application, these could be active users of social networks who are fond of cinema, are constantly on the move and like to watch videos on the way to work and home. Having identified several of these segments, you can move on to “building muscles on bones” - creating a persona.
The persona method, developed by Alan Cooper, allows you to focus on the specific user of the product, rather than the faceless average mass. With its help, you can create a detailed model of user interaction with the application and personalize it.
An important advantage of this method is the stimulation of empathy. Empathy is the ability to understand and share the feelings and motivations of other people, which is necessary in order to develop a good interface. Empathy allows you to understand not only the user’s immediate disappointment, but also his capabilities, goals, hopes, fears, etc. With its help, we can create solutions that not only satisfy the needs of users, but also improve their lives by solving their problems and pain points.
Stages of mobile application design
An application goes a long way from idea to release. Next, we will consider in detail all stages of the design.
First of all, you should decide: do you really need the application or are you just succumbing to the trend? There are several signs that will help you answer this question.
Your site has a lot of mobile traffic. If your customers frequently interact with your website on a smartphone, you may want to consider a more user-friendly tool.
There are repeat sales on the site. If customers return to your website again and again, keep them with a mobile app. You can send messages about new promotions and unique applications to your phone, and users will have access to your services at any time from anywhere in the world.
You have a loyalty system. There is no need to spend your budget on issuing plastic cards: it is much more convenient to open the application and show the QR or barcode.
You want to use new features that are not available on the site. For example, using AR technologies, users can “try on” clothes or the interior of an apartment.
If at least one of these points applies to you, you should think about developing a mobile application.
Analytics
So, there is still a need for a mobile platform. Before contacting developers, we advise you to understand for whom the application is being created, how it will be used, and most importantly, what problems it will solve.
The first step is to determine the target audience and the role that the application will play in the communication of the business with customers. At this stage, determine:
● Features of the target audience and the possibility of expanding it;
● The goals that the customer will achieve with the help of his application;
● Market competitiveness in this area;
● Budget.
An application goes a long way from idea to release. Next, we will consider in detail all stages of the design.
First of all, you should decide: do you really need the application or are you just succumbing to the trend? There are several signs that will help you answer this question.
Your site has a lot of mobile traffic. If your customers frequently interact with your website on a smartphone, you may want to consider a more user-friendly tool.
There are repeat sales on the site. If customers return to your website again and again, keep them with a mobile app. You can send messages about new promotions and unique applications to your phone, and users will have access to your services at any time from anywhere in the world.
You have a loyalty system. There is no need to spend your budget on issuing plastic cards: it is much more convenient to open the application and show the QR or barcode.
You want to use new features that are not available on the site. For example, using AR technologies, users can “try on” clothes or the interior of an apartment.
If at least one of these points applies to you, you should think about developing a mobile application.
Analytics
So, there is still a need for a mobile platform. Before contacting developers, we advise you to understand for whom the application is being created, how it will be used, and most importantly, what problems it will solve.
The first step is to determine the target audience and the role that the application will play in the communication of the business with customers. At this stage, determine:
● Features of the target audience and the possibility of expanding it;
● The goals that the customer will achieve with the help of his application;
● Market competitiveness in this area;
● Budget.
Main characteristics of the corporate portal
A corporate portal is an internal tool with which a company organizes, plans and automates its activities. A single web interface provides access to work matters: tasks, documents, news and correspondence.
In which section an employee spends most of his time depends on his job responsibilities. The sales department more often uses CRM, the HR manager uses business processes and smart processes, the PR specialist publishes news in the feed, and top managers analyze reporting. There are also sections common to all, for example, tasks and projects, chats or calendar.
The menu structure of corporate portals is not always the same. The portal can be integrated with various external systems and customized by developers - in such cases, new sections appear, personalized for specific business tasks. For example, our corporate portal is integrated with Azure, since programmers manage projects in it and we need to keep track of working hours.
Architecture of the corporate portal
A typical corporate portal menu is a set of sections that are necessarily present when installing the Bitrix24 “box”. Based on them, further customization and modifications of the menu are made. There are many sections, so we will group them into blocks in accordance with their goals and purpose.
Online office
By “online office” we mean services that automate routine and relieve users of paperwork. Together they form a virtual branch of the company, where you can find information about any employee or hold a meeting.
Thus, the portal provides all conditions for remote work. Especially if you have three offices, a hybrid schedule, or some employees work remotely from different cities
A corporate portal is an internal tool with which a company organizes, plans and automates its activities. A single web interface provides access to work matters: tasks, documents, news and correspondence.
In which section an employee spends most of his time depends on his job responsibilities. The sales department more often uses CRM, the HR manager uses business processes and smart processes, the PR specialist publishes news in the feed, and top managers analyze reporting. There are also sections common to all, for example, tasks and projects, chats or calendar.
The menu structure of corporate portals is not always the same. The portal can be integrated with various external systems and customized by developers - in such cases, new sections appear, personalized for specific business tasks. For example, our corporate portal is integrated with Azure, since programmers manage projects in it and we need to keep track of working hours.
Architecture of the corporate portal
A typical corporate portal menu is a set of sections that are necessarily present when installing the Bitrix24 “box”. Based on them, further customization and modifications of the menu are made. There are many sections, so we will group them into blocks in accordance with their goals and purpose.
Online office
By “online office” we mean services that automate routine and relieve users of paperwork. Together they form a virtual branch of the company, where you can find information about any employee or hold a meeting.
Thus, the portal provides all conditions for remote work. Especially if you have three offices, a hybrid schedule, or some employees work remotely from different cities
Differences between a wholesale portal and a retail store
Pricing Policy
Unlike B2C-segment sites, which, as a rule, offer certain prices for a product or service for all users, B2B portals have a different policy regarding cost - it is most often tied to the history of interaction with the client company and purchase volumes. The website displays the base price as a demo price, which is regulated for customers after authorization on the website and when placing an order.
Appearance and functionality of the site
A user who is looking for B2C products should be attracted by bright product cards, a variety of photos and videos, and detailed descriptions - this can be the main factor in making a purchase decision.
Clients in the B2B segment, as a rule, have little time and many tasks, so the site space is organized more concisely: the catalog view is often tabular, and price lists for services and goods can be downloaded in a convenient format (.xls, .pdf, etc.) .d.).
Automation of the legal side of the process
The speed and convenience of the transaction are important for both the seller and the buyer - therefore, it is necessary to organize a comfortable document flow on the portal. The site should be able to draw up an agreement, an invoice and exchange the necessary constituent documents without the help of fax and email.
Focus on long-term cooperation
The main income for portal owners comes not from single clients, but from regular partners who place orders regularly and in predictable volumes. It is important to build strong and trusting relationships with partners, as well as offer discounts and bonuses for subsequent orders in order to make cooperation on a permanent basis.
Long stage of the transaction
Compared to B2C purchases, transactions between legal entities are characterized by a long completion period - there are countless approvals at each stage. Ensure that the personal manager assigned to the client is competent enough and will be able to support at all stages and provide qualified advice on the company’s services.
Pricing Policy
Unlike B2C-segment sites, which, as a rule, offer certain prices for a product or service for all users, B2B portals have a different policy regarding cost - it is most often tied to the history of interaction with the client company and purchase volumes. The website displays the base price as a demo price, which is regulated for customers after authorization on the website and when placing an order.
Appearance and functionality of the site
A user who is looking for B2C products should be attracted by bright product cards, a variety of photos and videos, and detailed descriptions - this can be the main factor in making a purchase decision.
Clients in the B2B segment, as a rule, have little time and many tasks, so the site space is organized more concisely: the catalog view is often tabular, and price lists for services and goods can be downloaded in a convenient format (.xls, .pdf, etc.) .d.).
Automation of the legal side of the process
The speed and convenience of the transaction are important for both the seller and the buyer - therefore, it is necessary to organize a comfortable document flow on the portal. The site should be able to draw up an agreement, an invoice and exchange the necessary constituent documents without the help of fax and email.
Focus on long-term cooperation
The main income for portal owners comes not from single clients, but from regular partners who place orders regularly and in predictable volumes. It is important to build strong and trusting relationships with partners, as well as offer discounts and bonuses for subsequent orders in order to make cooperation on a permanent basis.
Long stage of the transaction
Compared to B2C purchases, transactions between legal entities are characterized by a long completion period - there are countless approvals at each stage. Ensure that the personal manager assigned to the client is competent enough and will be able to support at all stages and provide qualified advice on the company’s services.
Отправь данные
И мы свяжемся с тобой
Отправляя данные мы не передаем их третьим лицам
© UTERA
