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5 ways your telephony and CRM systems can work together to benefit your business

Regardless of the sector or specialty you work in, chances are you use a variety of tech solutions in all of your departments on a regular basis. You need it all to keep ahead of the competition and reach the next level of efficiency, from project management software to numerous automation technologies to CRM and VoIP. Plus, in the era of the coronavirus, adopting dependable technology is one of the greatest methods to handle a recession, so there’s even more motivation to invest in business-boosting software. If you’re looking for a way to make your telephony and CRM systems work together, it’s worth investing the time in finding out exactly what features will give your business the most benefit. By combining these two important pieces of technology, you can save yourself time and money and gain a more powerful end-user experience. The communication revolution has just begun, so you can look forward to even more telephony and CRM integration as time goes on.

CRM and VoIP are two of the top CRM software solutions for taking your business to the next level and ensuring client happiness while increasing lead creation and sales. While many businesses will only utilize one or the other, integrating these two powerful technologies can help your digital marketing, sales, and support teams thrive in a variety of ways. Let’s look at how merging VoIP and CRM can help your business reach new heights of success.

1 Make client service more personalized.

Make client service

Personalization has become one of the most important cornerstones of modern business, influencing everything from communication to sales, marketing to customer service, human resources, and everything in between. Simply said, modern customers and clients expect a personalized approach from their favourite companies, as they no longer want to be just another lead in your CRM database or a number in someone’s sales pipeline.

Instead, they want to be regarded and respected, as well as receive a personalised experience. You may utilise your CRM data to feed your VoIP analytics insights and develop a highly personalised marketing, sales, and communication strategy.

When a customer calls, the CRM may retrieve information about that customer, allowing the agent to spend less time looking for information and more time providing a personalized experience. Your support team will have access to information about the client’s previous purchases, website visits, and other activities, which will aid them in creating a tailored experience that will encourage the customer to engage with the brand.

Furthermore, VoIP enables you to engage with your consumers in the manner that most fits them, whether it’s over the phone, through chat or email, or even through direct messaging or video, which aids personalisation. If you’re not sure how your VoIP system and your CRM system can work together, the tips above may help you get started. And if you already have these systems in place but have yet to take advantage of their potential, perhaps the list will give you some new ideas. Both VoIP and CRM systems offer plenty of benefits, and once they begin working together to enhance your business, the results can be amazing.

2 Boost your team’s efficiency.

Boost your team's efficiency.

Another obvious benefit of combining a VoIP solution with your CRM application is that it improves your sales, marketing, and support teams’ overall efficiency. After all, the more intuitive and feature-rich software you have at your disposal, the better equipped you will be to tackle all projects and duties with greater efficiency than before. If only for the emphasis on how current business solutions that use automation make your staff’ lives easier.

Both CRM and VoIP systems, as you might expect, provide a variety of intuitive and automatic capabilities to assist with analytics and reporting, scheduling, customer insights, and much more.

3 Reduce the expense of your phone system.

Reduce the expense of your phone system

One of the most significant advantages of utilising business technology and innovative software is that it may help your organisation avoid wasting financial resources in the long term, and even assist your firm save money during difficult economic times. One of the best aspects of VoIP is this. Some of the best VoIP providers, for example, can provide you with low-cost domestic and international calls, effectively allowing you to manage your business from anywhere in the world.

This also implies that you may use your CRM data to contact customers all around the world without having to pay a high phone cost.

link between marketing

Marketing and sales have always been two very different departments, but today’s businesses are taking a more symbiotic approach to improve both departments’ effectiveness and avoid future revenue losses.

This should come as no surprise, as sales data and knowledge can have a big impact on the direction your marketing plan takes, and vice versa. This is why, if you want to move your firm forward, you must bridge the gap between these two areas. You’ll need a dependable internal communication tool, like VoIP, to accomplish this.

5 You may manage a customer service team from anywhere.

customer service team

If your goal is to cut expenses, you should be able to take advantage of more economical on-demand customer support staff in some parts of the world than others. You can easily develop a decentralised offshore team instead of running a pricey in-house support team to produce a more affordable and efficient support system.

Running a customer service crew from outside your boundaries was a pricey undertaking before VoIP, but it is now possible to do it on a budget. Using numerous VoIP features, particularly its low-cost international calls, you may even set up a 24/7 support service to assist you generate more leads and conversions. Also, systems vary quite a bit by platform. If you have a smartphone or tablet for example, then it’s likely that you’ve heard of iOS and Android, as well as perhaps Blackberry or Microsoft/Windows Phone. But what about other platforms such as FireOS from Amazon and Windows from HTC? Each platform has its own set of APIs and languages with which to program. It is impossible to generalize and say that any particular type (or brand) of system will be better guaranteed to work with your telephony and CRM systems because the situation is so specific to your business. In the end, however, choosing the telephone system that best fits your business goals and needs will likely be the best bet for improving your customer service.

At the end of the day, there’s no doubt that telesales and CRM systems can work together to give your business a competitive advantage. Just make sure you see them for what they really are: two separate tools that form the backbone of any successful telemarketing business.

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