Gartner Research

Top Use Cases to Deliver a CRM-Integrated Chatbot

Published: 22 January 2019

ID: G00373522

Analyst(s): Jeffery Skowron

Summary

Chatbots offer interactive and conversational UI for digital customer engagement. Technical professionals responsible for CRM and customer experience will find success by focusing on interaction content and CRM-integrated functionality in customer support and customer engagement chatbot use cases.

Table Of Contents

Analysis

  • Prioritize Your Chatbot Use Cases
  • Support Customers With Customer Service Use Cases
    • Customer Service Chatbot: Customer FAQ
    • Customer Service Chatbot: Customer Account Self-Service Enablement
    • Customer Service Chatbot: Order Management Self-Service Enablement
  • Extend Customer Engagement With Chatbots
    • Customer Engagement Chatbot: Product Research
    • Customer Engagement Chatbot: Marketing Enablement
    • Customer Engagement Chatbot: Commerce Enablement
  • Ensure Chatbot Consistency

Conclusion

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