Benefits of cloud telephony and CRM Integration

Feb 16, 2021   blog   0 Comments

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Communication is the lifeblood of any organization. In today’s competitive world, offering seamless customer experience and multiple communications options, including phone, email, instant messaging, text, and social platforms is crucial. Managing customer's details from all these platforms in real-time becomes difficult using traditional methods. A CRM- Customer Relationship Management software can help in bringing all customer details from the different platforms in one place. While answering customer quires, employees need to juggle between phone and CRM to access detailed customer information. Therefore, it becomes necessary for phones and CRM to work together. With Cloud telephony and CRM integration, the whole communication process is streamlined where you can co-relate your customer data with your calls simultaneously.

A CRM system provides a platform to manage, organize and track a company’s interaction with existing or potential clients, business partners, agents, and other contacts where you can improve customer relationships and retention, increase sales and revenue, automate outreach process and tasks, and more.

Benefits of cloud telephony and CRM integration:

Create Omni-channel experience with Multichannel Support View all your customer engagement from all different platforms such as Email, phone, live chat, social media, & SMS on one screen. As every interaction is valuable, the database will offer valuable insight to the next caller and sheds light on ways that the potential lead turns into. Thereby improving customer satisfaction across the board.

Get automatic call logging

Get entire customer interaction history, merge call logs and call history with customer profiles, view all your phone conversations, add notes, schedule tasks, make appointments, make calls, and comments to speed problem-solving and decision-making.

An effective bridge between Marketing and sales

As sales and marketing go hand in hand, both play a vital role in customer interaction. With CRM data, the marketing department can analyze customer behavior and create promotional campaign strategies. Cloud telephony-CRM integrated calling offers valuable insights for assessing the effectiveness of different strategies and creates room for a unique marketing approach. Thereby the sales team can see customer reactions and create their strategy for interacting with the customer

Single-click dialing

Single-click dialing allows you to make calls directly from the CRM while displaying all the critical information about the prospect/lead/customer. It offers all the details of previous interaction, information like the best time to reach them, notes created by other agents, past purchases & quires, call recording, and more for creating better higher customer satisfaction.

In Conclusion

Providing your team with cloud telephony and CRM integration will allow them to stay on top of their game and unleashes new productivity and business analytics potential. Future proof your business with a cloud-based CRM-cloud telephony integration that keeps pace with your changing business requirements.

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If you’re looking for the best IVR system and would like to know more about Interactive Voice Response. Contact us at conatct@mcube.com or visit our website www.mcube.com/signup