iCRM has been designed to provide relevant answers to customers in near real-time and at low cost. Customers can simply ask their questions in the chat box or via email, and have answers returned immediately along with helpful links. A customer can phrase a question in any way they wish to, and still receive an immediate answer that is relevant to them. With the help of iCRM, companies can enhance customer satisfaction, improve efficiency and productivity, and reduce service costs. iCRM can also help in evolution of new, innovative, customer-centric services with the help of access to cross-functional customer data.