One of the biggest trends in office technology that has vastly reshaped today's workplace is the integration of Voice over Internet Protocol (VoIP) phone solutions with Customer Relationship Management (CRM) software. CRM tools (such as Salesforce, Outlook, SugarCRM, and more) are essential business tools that allow organizations to store, access, and organize customer and client information, as well as keep track of their interactions with them.
By syncing a VoIP phone system with CRM tools, companies can maximize and combine the advantages of these two critical business platforms. Below are some of the big benefits VoIP and CRM integration can deliver to businesses:
Enhance the customer experience
Prospects and customers want to feel like they are valued. They want to be treated with respect and care and not merely as dollar figures that keep business profits high. Following some smart practices will help you keep customers feeling important, but another solution is to try syncing your VoIP and CRM solutions for optimal interactions. This is because integrating these two platforms allows your sales and support agents to easily anticipate a customer’s needs. As soon as a customer calls, your employee will be able to access the incoming caller’s information, call logs, past purchases, support tickets, and other notes. All of this information can help your employees personalize their call and better focus on the customer (instead of having to search for relevant customer information) which makes for a good personal calling experience.
Gain insight on employee performance
Another benefit to businesses of VoIP and CRM integrations is their ability to provide valuable insights on employee performance. Managers and supervisors can keep track of data such as the number of calls taken per day, average call time, and average wait time for each of their employees. This data can help companies determine whether individual agents or the team as a whole can benefit from further training, or if you need to adjust your calling strategies to optimize performance.
By combining VoIP with CRM plugins, you can create a powerful communications solution that keeps all relevant customer information right at your fingertips. The distracting and time-consuming process of looking up details, entering customer information, or asking about prior interactions can be eliminated as employees can easily access information using any device and from any location. This significantly increases efficiency within the organization.
In today’s increasingly competitive business world, having the right information at the right time can bring countless benefits and put you ahead of your competitors. By tapping into your CRM software and plugins alongside your VoIP phone solution, not only will you have access to critical customer information, but you’ll also have the ability to use this information to enhance the customer experience. Successful CRM integrations also improve efficiency and help measure and optimize the performance of employees. And thus, it helps you to transform and take your customer experiences to the next level.