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All Journal Jurnal Ilmiah Merpati (Menara Penelitian Akademika Teknologi Informasi) Jurnal Teknologi Informasi dan Ilmu Komputer Scientific Journal of Informatics JURNAL INTEGRASI Matrix : Jurnal Manajemen Teknologi dan Informatika Logic : Jurnal Rancang Bangun dan Teknologi Jurnal Manajemen dan Teknologi Informasi MATRIX : JURNAL MANAJEMEN TEKNOLOGI DAN INFORMATIKA
Ni Wayan Wisswani
Bali State Polytechnic
Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Electrical & Electronics Engineering Engineering Mechanical Engineering Other

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Strengthening CRM based on live chat for customer service performance audits Wisswani, Ni Wayan; Ciptayani, Putu Indah; Saptarini, Ni Gusti Ayu Putu Harry
Matrix : Jurnal Manajemen Teknologi dan Informatika Vol. 15 No. 3 (2025): Matrix: Jurnal Manajemen Teknologi dan Informatika
Publisher : Unit Publikasi Ilmiah, P3M, Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31940/matrix.v15i3.126-136

Abstract

The management of relationships between customers and companies is still largely carried out conventionally. Communication between companies and customers tends to be slow and is highly limited by time constraints. This condition makes it more difficult to maintain good relationships between customers and companies, even though such relationships are crucial for business continuity. Conventional communication methods also hinder the monitoring of customer service performance toward customers. Technology-based Customer Relationship Management (CRM) can be a strategic solution to overcome the weaknesses in managing and maintaining these relationships. The purpose of this research is to implement a CRM application using real-time live chat technology to enable faster customer service responses and facilitate service monitoring for the company’s management, thereby making performance auditing of customer service easier. The CRM live chat application in this study was developed using the waterfall method and implemented using Visual Studio Code, Laragon as a web server, PHP, JavaScript, MySQL, and Pusher. The implementation was tested using Blackbox testing and User Acceptance Testing (UAT), with the results showing that all functions related to real-time communication and service monitoring operated properly, and the user satisfaction rate reached 85.8%.
Co-Authors Ambara, Made Pradnyana Ambara Andreyana, Putu Veda Arya Utama, I Putu Juliarta Atmaja, I Made Ari Dwi Suta Buana, I Putu Wira Harry Saptarini, Ni Gusti Ayu Putu I Gusti Ngurah Bagus Catur Bawa I Made Sukarsa I Nyoman Piarsa I Wayan Candra Winetra Linggar Sukarta, Erlangga Bayu Ni Gusti Ayu Putu Harry Saptarini Ni Made Karmiathi Putu Indah Ciptayani Putu Wira Buana Rusjayanthi, Ni Kadek Dwi Saputra, Gede Rizky Chandra Wirayuda, I Made Bagus Surya