Five Advantages behind VOIP and CRM Integration
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- 15 Jan, 2019
Combining the best elements of a top-of-the-line VoIP system with the interface and support from CRM platform helps streamline business workflow, and is one of the best ways to improve customer satisfaction. To further that point, here are 5 key advantages you’ll enjoy when integrating your VoIP system and with a CRM service.
Better Customer Engagement
Proper integration of VoIP and CRM system allows businesses to deliver a smoother and hassle-free customer engagement and experience: the robust call-pop functionality helps reduce customer phone queues and offers context for sales or support conversation in no time.
When your CRM contacts reach out, a pop-up screen will unfold correspondent customer profile and data collected from both systems for your agents: basic contact information, call logs, past purchases, support tickets and other customized notes. Customers no longer need to wait while your agents switch between systems to find all the relevant information, and your agents are also allowed to easily anticipate a customer’s needs in real-time and personalize the key messaging, which might have a visible impact on sales conversion rates.
Having all forms of data in one interface can streamline the process of reaching out to build better and stronger customers relations, which in turn helps to hold on to loyal customers and strengthen customer engagement.
Real Time Calling Data
If knowledge is power, then call data provided by VoIP CRM Integration puts your business firmly in the driver’s seat. Rather than having an agent manually type in notes and record important data from each phone call, VoIP CRM integration tracks and records real-time call logs automatically. These logs might include phone number, the date and time of each call, call length, hold times, and, sometimes, call recordings will be also attached to customer profile to provide companies with up-to-the-minute business intelligence.
By integrating both of the systems, every bit of data is captured from the start to the end in a centralized location. This helps with better data analytics and allows users to make active changes through their CRM interface to further improve customer interaction.
VoIP CRM integration increase your work efficiency by eliminating the grunt work of looking up and entering in customer information. Forget about jotting notes on scrap paper while in a call and search for a customer profile in your CRM only after the call is finished to type in important details. With customer profile interface right at your fingertips when a call is connected, besides the basic call data to be auto-recorded by the system, customized notes or follow-up activities can also be added right after the call without extra searching works, and some CRM would even support auto-create new contact with unknown incoming calls.
VoIP CRM integration enables you to improve automation in sales or support processes, saving your time spent in looking up details or entering information and allow you to focus more on dealing with your business, which significantly increases efficiency within the organization.
An effective integration of the VoIP with the CRM also collects a wide range of vital statistics and data that provide valuable insights into employee performance. This data gives supervisors and managers information about agent efficiency like how many calls an agent deals with per day, the number of hangups and average wait time, and help them determine whether the staff needs further sales or support coaching, or if existing queue or ringing strategies need to be adjusted to optimize performance.