The million-dollar question for businesses worldwide, is “how do I keep my customers happy?”
We’d love to give you a one-size-fits-all answer, but unfortunately for us, there isn’t. (Although CloudCall comes pretty close).
However; enhancing your processes by integrating your phone system with your CRM, allows you to do much more than just call a customer or log a complaint.
An integrated phone system comes with tonnes of great features and helpful benefits, which can help you to enhance your customer satisfaction.
Never forget a customer, or a conversation
Features such as Call Recording and Inbound Screen Pops, lets users remind themselves of customers or past conversations easily.
If your agent is going to give a customer a call, who has expressed that they wanted to make an order or complaint in the past, our Call Recordings feature captures all past conversations and saves them within the CRM.
Agents can easily listen back and gauge the tone of the conversations, remember facts and log these in the call notes ready for the next call.
If a customer calls the contact team, an Inbound Screen Pop will alert the agent and bring up the CRM record of that customer – so they can quickly familiarise themselves with the caller’s case, with just a click of their mouse. Pretty nifty, right?
Stay in the present
With Supervisor Dashboards and our Monitor, Whisper, and Barge features, you can manage your team in real-time, from wherever you are.
Instantly get a birds-eye view of your team’s calls on the dashboard or use Call Reports to track who is making the most calls, the longest calls or event the most successful calls.
Our Monitor, Whisper and Barge features allow you to interact with the live calls your team are making.
You can listen in on a live call with Monitor. You can provide support or training to your contact centre team with Whisper, or take over if a call is going downhill with Barge.
By having a deeper collaboration with both your team’s inbound and outbound calls, you can ensure that the whole team is providing the best possible customer service they can.
You can even go back onto call recordings, to show your team examples of both good and bad calls to develop your team even further.
Save time, make money
A lot of the benefits of a CRM integration end up saving you time. If you save time, then you save money, right?
Well in Sales Teams, if you’re saving time on your processes then you are able to use that time to make more money. We know it’s not quite as simple as that, but it could be…
Features such as Voicemail Drop or SMS, allows a Salesperson or a Customer Support Agent to connect with a customer on a personal level.
Using a pre-recorded Voicemail Drop will allow an agent to save time reading from the same script, whilst still building a relationship with each and every customer.
Cementing this rapport by combining their calls and voicemails with SMS will only work to boost response rates and customer satisfaction.
When customers pick up their phone to not just a missed call, but a voicemail and maybe an SMS too, they know they are being taken care of, and the person (or people) on the other side have their best interests at heart.
There are plenty of useful features of our CRM integration, that can help your team to enhance your customer satisfaction. Take a look at them here.