АВТОМАТИЗАЦІЯ КОМУНІКАЦІЇ З КЛІЄНТАМИ ЗА ДОПОМОГОЮ ІНФОРМАЦІЙНОЇ CRM-СИСТЕМИ «БІТРІКС24»

Abstract

Information technology and business are becoming more and more connected. The spread of the Covid-19 pandemic has greatly accelerated this process. Information technologies contribute to the improvement of communication strategy and its automation, which affects the efficiency of enterprises. Automation of communication or contact center is customer support, which relies on technology instead of human resources to perform tasks. Entire processes or only parts of processes can be automated. Improving the quality of communication with customers is possible through the introduction of automation of voice or text communications. This mechanism allows you to increase the overall amount of communication between people while saving human resources. The author analyzes the mechanism of filling the client base through automated communication processes. The large number of communication channels available for connection allows the information system to concentrate all messages in one program, create lead from each new channel, keep a history of interaction with the client and fill in the client card automatically. The system will not allow to ignore customers. Contact center automation technology often includes a combination of narrow artificial intelligence, robotic process automation, machine learning, and natural language processing. The article demonstrates the need to implement contact center automation and practical application of Bitrix24 CRM information system software. The mechanism of automation of communication with clients by means of Bitrix24 is formed and analyzed. The author analyzes process of forming the customer base using the functions of the CRM-system Bitrix24, namely: mail, telephony, call tracking, widgets, CRM-forms, online chat, as well as the channel of open lines, including Viber, Telegram, WhatsApp, OLX, Facebook- messages, Facebook comments, Instagram Direct, Instagram for business, etc.