Adding customer service representatives addresses the more immediate staffing need in supporting the chat feature and extending customer service hours. In addition to requiring training for the customer service reps on the chat feature, you meet with the sales managers to discuss how these changes will affect the sales team.

The sales representatives will use the website to manage their contact activity with customers. This will be done through customer relationship management $($CRM$)$ software. You have decided to use a cloud$-$hosted CRM solution so your sales reps can access information easily while they are traveling. To add this module to your website, you need to decide what kind of CRM software will be easiest to integrate with your website. What kind of cloud service model will be most simple to set up and connect to your website without having to manage additional servers yourself?

Infrastructure as a Service $($IaaS$).$

Software as a Service $($SaaS$).$