March 19, 2019
— Benefits of Voip CRM Integration
Customer Relationship Management (CRM) platforms are a critical tool to gain a business advantage. They allow you to track and analyse interactions with clients. VoiP CRM integrations allow PBX VoiP providers to connect a business phone system with a CRM platform. This allows for additional smart call features and data capture. Call data gives added advantages to your marketing, sales and support teams within an organisation.
Better client experience
VoiP CRM integrations allow your team to anticipate a clients needs in real time. These integrations automatically direct your team to the clients CRM profile. This saves the agent time by mitigating the need to search for the clients details. This integration allows the agent to focus on the client, producing a far better client relationship. The agent has the ability to view details of the client, such as how many times the customer has visited your website. Integration allows the agent to see what the client viewed and when. Integration allows the agent to see which products or services the client may have been interested in or purchased. This benefits the agent as they can avoid any unnecessary questions at the beginning of a call, and the agent can concentrate on converting the call or client to a prospective sale.
As mentioned, CRM integrations remove the need for manually looking up or entering customer details. Your team agent can avoid the menial work of looking up a customers contact details and finding old tickets. Data entry is cumbersome and time consuming, it slows down your agents efficiency, allows room for error and of course has a negative effect on your clients experience.
VoiP CRM integrations give managers key metric data on each individual team member. This includes the number of calls taken during the day, length of calls and average wait time. This data can help managers analyse their teams abilities and help make improvements on an individual or team basis. Data analysis can help managers detect quiet times and reduce the number of agents as required for specific time frames. Conversely, if an agent is spending higher than average times on calls to a certain client then an additional agent can be assigned to the account to spread the work load.
Analyse Customer Behavior
CRM data is essential for sales and marketing departments. CRM data allows your teams to build campaign strategies and craft niche marketing tactics. Access to reports and funnel data aids your marketers to better assist your sales agents in closing out leads and converting them to sales. This is also known as ‘closed loop analytics’. By integrating call data from your VoiP PBX telephone system, your marketing team can experiment with differing tactics to gauge their success and gain a better understanding of the customer experience. Analysis of this data allows you to improve on customer satisfaction and make educated changes to your strategy instead of acting on misleading guess work.
Voip CRM Integrations Conclusion
In an age where information and data is key, not having these insights puts you and your company behind your competitors. If your business market can utilize a CRM then VoiP integration is a must. Having the integration and data, if used correctly can produce higher revenue and a better customer relationship.