Friday, 13 February 2009

Forums - Why Join?

by: Gina Marie Capatar
With intensified boom of forums nowadays, you may find yourself asking “What do these online communities have that they are slowly but surely spreading like wildfire?”

For starters, let us name a few good things one can get from joining in forums.

First and foremost, the reason why forums are so popular is because they are engaging. In a forum, “forumers” are given the maximum real person to people interaction. Unlike Chats or Instant Messaging, a forum can let a person interact with not just one or two persons; in a forum, you can practically let the entire world know about what you think or feel. And what is more beautiful is that there can be anonymity in a forum. Well, being anonymous has its own advantages and disadvantages but let us not dwell on it. The important thing about it is that, in a forum, you can choose to be or not to be anonymous.

Another very nice thing about forums is that they provide participants the feeling of community and kinship with other forum members. Even if at times, you may not know each other, it is comforting to know that you share things in common. In most instances, participants really develop connection; we are not talking about internet connection but a real personal connection. Sometimes, conversations just don’t end up in the forums; others may even correspond in emails and end up talking on the phone. In other words, by participating in a forum, access to companionship, acquaintances, closeness and even relationships, is easy.

Aside from the social interactions happening in forums, there are also forums that are more into the professional side and/or forums that target a specific community such as forums for the marketing community, for the writing community, for oppressed women, for women in general, and even for specific societies and organizations. The same thing goes for this kind of forums; people interact, share ideas, plans, help and support each other and/or simply talk to each other. The only difference is that they mostly talk about a specific topic. For instance, a forum for women only talks about issues that are unique to women such as PMS, menopause, make-up tips, women’s career and the like.

I cannot resist adding this too. For people with something to plug or sell, joining in forums is also a good way to introduce your service or product, either blatantly or by making use of the signature feature in the forums.

The usefulness of forums are too many to mention. Suffice it to say, in a forum, the interaction is limitless. You can ask for advice, give advice, share experiences, help others, gain friends, or just simply connect with other people in the most convenient way possible,

There are so many forums nowadays -- from marketing forums, women’s forums, love forums, writing forums, self help forums, support group forums etc. etc. and it is not surprising that the number of participants also rise with the number of forums. It just goes to show that people need people, for interaction, for fun, for opinion, for relationships, or for anything else - there’s always a forum for it.

Benefits of Integrating Online Chat Software with CRM

by: Bruce Zhang
Customer Relationship Management (CRM) is a strategy and processes used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. CRM applications are traditionally developed as client-server software. The proliferation of the Internet and the Web has fueled the rapid growth of Web-based CRM or online CRM applications. Web CRM systems are widely deployed for Web based call center, contact management, trouble ticket, personal information manager and scheduling. As more and more corporations use chat software to provide quality customer support, many CRM vendors have built chat functionality into new generation of Web-based CRM systems.

The first generation of text-based online chat software was developed years before the World Wide Web (WWW) gained its popularity. The new generation of Web-based chat software is much more user-friendly and is powered with audio and video chat.


There're many benefits to integrate chat software into CRM systems.

1. Many customers have experience in using chat software

New technology is often challenged by user acceptance. Fortunately, online chat has been widely accepted by average Internet users. It is estimated that tens of million of Internet users login to online chat rooms regularly. In free adult chat rooms or free teen chat rooms people talk about anything under the sun - love, pets, music and games.


2. One customer service representative is able to support multiple customers at the same time.

It is common to wait 30 minutes or even more before a customer can talk to a support representative. With chat software, customers have a better chance of instant access to a service representative. One support team member may be able to chat with a few customers at the same time.


3. Chat software can automatically log a support chat session

Call center software is capable of recording support conversations. However, it requires extra cost to convert audio recordings to digital information that a computer can understand and extract valuable information from. Chat software, on the other hand, can be easily configured to automatically log a support chat session.