In this data-driven day and age, failing to leverage data can put you behind your competition. Having access and taking advantage of the opportunity to make the best of your data is essential for success.
Employees become enslaved by various manual activities throughout multiple industries during their working hours. Furthermore, doing manual activities poses several potentials for error, which unfortunately cost companies a significant amount.
As a result, your company must understand VoIP integration with CRM to adapt workflows and expand versatility.
VoIP: Defined
VoIP, or Voice over Internet Protocol, enables calls to be made through an Internet connection rather than a regular phone line.
VoIP technology goes beyond traditional phone networks by transmitting your calls as data packets instead of analog electrical signals. VoIP phone systems can therefore get used on any device, such as a mobile phone, laptop, PC, or tablet.
A VoIP phone system provides several advantages, including saving money and greater freedom in how and where you utilize your phone system.
CRM: Defined
Customer Relationship Management (CRM) software is a tool business use to manage their customer engagement initiatives better. In their most basic form, CRM platforms assist businesses in organizing and planning all of their customer-related tasks.
As with VoIP, there are numerous advantages to using CRM software: efficiency in keeping track of clients and their needs, remaining organized, and effective handling of sales and marketing processes, among others.
Harnessing the Power of Two: VoIP CRM Integration
When a VoIP system and a Customer Relationship Management software get integrated, a perfect synergy is created.
VoIP integration with Customer Relationship Management brings enterprises a whole new world of opportunities. It enables companies to synchronize various tools with the phone system, saving a lot of manual labor.
Thanks to this infrastructure, corporations may send their voice over the Internet by employing an electronic device connected to the Internet. Ultimately, these VoIP CRM integrations provide critical data and analytics to sales, marketing, and support teams, to mention a few, which are essential to the company’s overall growth and success.
The Benefits of VoIP CRM Integration
In their own right, both VoIP and CRM offer numerous advantages. When integrated, these provide even more benefits for companies, such as the following:
Collecting Data and Information in a Meaningful Way
Data can be captured and recorded from beginning to end in an organized manner with VoIP CRM integration: The CRM and VoIP Phone System will instantly sync the information. While this is significantly helpful to various departments in the company, this is especially convenient for salespeople because the precise information will allow them to modify their pitches accordingly.
Additionally, agents may be able to upload recorded files directly to the customer’s contact profile if the cloud phone system supports call recording. CRM integrations can also track additional details about the conversation, such as whether it originated from a cell phone or an office phone, if it was an Internet voice or video call, and what time of day the client contacted the company.
The data that gets efficiently captured and recorded using the VoIP CRM Integration can get used to enhance the customer experience.
Low Costs of Operation
The operational costs lower greatly when VoIP and CRM get integrated because the organization does not have to acquire the two software packages individually.
In other words, a VoIP phone system that has native CRM integration saves businesses the expense of having to invest in additional software altogether, thereby “killing two birds with one stone,” as the saying goes.
Additionally, VoIP phone systems enable employees to coordinate their daily operations better. This feature adds to greater corporate productivity and reduces unproductive man-hours spent by employees.
Enhancing the Customer Experience
With a VoIP CRM Integration, all staff have easy access to the information you keep for clients. Because your staff has access to the data they need, it becomes easier to give superior customer service.
Moreover, this enables them to direct callers to the most qualified personnel depending on their expertise. This feature is particularly great for businesses with several branches or offices in other locations when the caller may be speaking with someone new with their account but still requires specialized assistance.
Ultimately, because everyone has quick access to essential information when they need it, VoIP and CRM integration equal increased customer satisfaction.
Strengthening of Administrative Capabilities
Managers can monitor the number of calls each agent takes per day, how many callers hang up, the average call time, and the average wait time, among other crucial metrics to evaluate their service. Consequently, managers can use CRM data to improve individual or team performance.
If an agent, for example, spends more time on the phone with a particular customer than is typical, the manager can deploy another agent to assist with the account. Alternatively, if a manager notices that the lines are frequently empty around a given time, they can lower the number of assigned agents during that period.
Optimized Level of Productivity
Without a doubt, data manipulation is a time-consuming and tedious procedure. It eventually slows agents down, creates more potential for error, and degrades the customer experience.
In this context, VoIP CRM integrations improve efficiency by removing the manual labor associated with seeking and inputting customer information. For example, a sales or support agent can use VoIP CRM integrations to avoid the mundane tasks of searching for a customer contact page, searching about previous encounters, locating old tickets, and entering all the new data.
Conclusion
Unfortunately, you could be operating at a competitive disadvantage if you do not access the insightful data your competitors are likely to have spent a significant amount of time analyzing.
CRM and VoIP integration, on the other hand, can help your company get ahead of the competition by improving customer relationships and sales performance while lowering overhead costs and enhancing productivity.
In the end, a VoIP CRM integrated phone system, when leveraged to its full potential, can give your business a significant advantage and propel you to newer, greater heights.
