CRM software that includes cloud telephony will help your business save time, energy, and money. In addition, you can enhance your efficiency and coordination by integrating CRM with cloud telephony services.
Connecting with customers at all levels is vital for any business. However, it can be challenging for your employees to switch between the telephone and your customer relationship management software (CRM). By integrating a cloud phone system with CRM, you will be able to connect with your customer base. In addition, the software simplifies tasks for your team by combining two systems and eliminates the hassle of switching between them.
A few fundamental questions define the curve of your growth in a growing enterprise. CRM is one of them. Is your company using CRM? How can it benefit you? How can CRM make your organization more efficient? Read on!
What is a CRM?
It is estimated that CRM will be the world’s largest software market by 2025, with revenues of $80 bn. Customer Relationship Management is the process of managing your relationships with customers. Using it, you can store customer and prospect data, track interactions, and enable the flow of information. By enabling businesses to manage customers efficiently, it enables them to grow. Dealing with the vast amount of customer data without a CRM can be challenging. Furthermore, there is a huge possibility of these details getting lost or forgotten, and most organizations rely on guesswork rather than hard, established facts.
Through integrations, CRM functionality can be upgraded. Let’s take a look.
Importance of integrating your CRM:
According to a recent Cisco survey, among the top priorities for contact centers is integration with CRM systems.
As of 2021, 2 out of 3 companies have integrated their contact center systems with CRM and other business applications.
The integration would prevent you from making mistakes such as forgetting to update contact information or not keeping track of your relationships across platforms. It also saves agents the hassle of switching between multiple screens to access customer data since all information is available on a single interface.
The need for integration is also driven by several other factors –
Enhanced analytics
Seamless dataflow
Personalized CX
Integration has the following benefits:
By integrating your contact center software with CRM, you can increase sales and thus realize more revenue.
The following are five main benefits of CRM integration with Cisco, Avaya, and Genesys contact centers.
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Soaring agent productivity:
It is common for agents to be burdened with unproductive work, such as updating caller information and accessing interaction data. It’s even more daunting if you have to search for customer information across multiple screens. By virtue of their jobs, your agents should be involved in targeting leads and driving conversions. CRM integration will allow you to maximize your human capital. Integration of CRM systems allows data to flow seamlessly across systems, eliminating the need for manual updating of customer information. Instead of focusing on post-call activities, the agent can now spend more time interacting with the customer.
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Omni-channel Contact Management:
Digitization has significantly improved communication touchpoints. However, it isn’t easy for the agent to be responsive across all these channels without some assistance. A CRM is one such assistance. These multiple contact points can easily provide information about customer journeys to your contact center software. Information can range from visits to websites to establishing communications.
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Provides opportunities for upselling and cross-selling:
Handling inbound and outbound communications is a significant feature for agents. Integrated CRM allows for comprehensive analysis of data. By doing so, you can understand latent demand, future requirements, and cross-selling and upselling opportunities. Agents can utilize this data by making their outbound conversations more effective and personalized. This builds customer loyalty and trust over time.
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Reduction in Call Resolution Times:
Customer queries are resolved quickly and effectively during the first call by agents. There is nothing more frustrating for customers than waiting in long lines for an agent or being connected to the wrong agent who demands an entire narration of their questions again. The context of the call and the details of the customer help agents resolve calls quickly. Meaningful interactions and answers to questions are made possible.
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Improved Customer Experiences:
Customer self-service channels, such as live chat and chatbots, are rising, underlining the importance of personalized interactions. Customers drive growth for organizations, and their satisfaction is essential to ensuring visibility in the market.
CRM integration offers valuable insights into the customer journey by highlighting the customer’s requirements and preferences. By using these, agents can tailor their responses accordingly and increase conversions. Every interaction gets recorded into the customer’s history on a unified screen and is easily accessible. Integration of CRM and contact centers demonstrates their customer-centric nature by ensuring smooth customer journeys.
The future of CRM: An automated one
There are a lot of CRMs available on the market, so it’s prudent to choose one that fits your needs. CRM isn’t an exception to the unfolding trends of digitization, which suggest an automated future. With predictive data and artificial intelligence, CRMs can break into a world of enhanced productivity with decision-support algorithms.
