“Mr. Watson, come here! I want to see you!” These were the first words ever transmitted along the practical telephone by its Scottish-born inventor, Alexander Graham Bell, way back in 1876 – and just look at how far it has come since then!
Though adapted and upgraded by many other innovators and technical designers along the way, it’s astonishing to see that billions of people across the world still use Bell’s 141-year-old-invention to communicate with one another on a daily basis – but is there any room for the telephone in a post-digital world?
The short answer? Absolutely. Though cloud technology may have opened up many new doors over the last decade and carried communications forward to their next evolutionary step, the telephone definitely isn’t going away anytime soon - and with the added capabilities that come from integrating it with powerful customer relationship management (CRM) software from providers such as Salesforce, Zoho CRM and Bitrix24, it’s more efficient and effective than ever before.
“CRM Telephony Integration? What’s that?” We hear you ask. Well, in order to answer that question for our beloved readers, we have pulled together some of the top reasons why CRM Integration solutions from providers such as Zadarma have transformed the way businesses communicate over the telephone and why it’s such an important feature for any modern business.
Click-to-dial
Time is precious in any business environment, but when you’re working in a busy office or contact centre that handles thousands of calls on a daily basis, those wasted seconds spent manually dialling in numbers can quickly add up. As a result, agents become less efficient and customers become increasingly frustrated as they are forced to wait in queues for their call to be answered. With click-to-dial however, agents can make, receive and transfer calls at the click of a button directly from their screen, thus increasing call flow efficiency and ensuring agents work productively throughout the day.
Automated Call Routing
The last thing an angry customer wants to hear after they’ve already been waiting on hold for 10 minutes is that they are being put on hold again while the agent transfers them through to the relevant department. By integrating with the CRM, some phone systems can make accurate predictions on the nature of the call based on data logged from previous interactions to direct the customer through to an agent capable of handling their request immediately.
Personalised Interactions
When you take into consideration a recent study from Salesforce that demonstrates how 52% of customers are likely to switch brands if a company doesn’t make an effort to personalise communications to them, we can see how important it is for businesses to go that one step further for their clients. By connecting their phone systems to their CRM, businesses empower their agents to provide a deeply personalised service to their customer by giving them instant access to a rich pool of data and notes from previous interactions at the start of every call.
Zadarma provide free CRM Integration for their partners.[/caption]
