Never look for customer data again
One moment, I'll look up your details.' It is a common phrase when you call a company where you have placed an order. Pretty crazy when you consider that while almost always and everywhere you have to enter your data in triplicate online, including your phone number. That can be a lot more professional and easier with software integration.
How does it work?
Linking the database of the CRM system with the database of the telephone solution is called Computer Telephony Integration (CTI). Why is this useful? The moment a customer calls, the number is immediately recognized. The CRM automatically searches for the correct data that you can then access with a single click. This way, the customer does not have to wait and you immediately have insight into your customer in terms of customer information, last contact information, open items, current quotations, etc.
Why is it useful?
What does it matter to look up that data for a moment? At the current speed at which we live today quite a lot. The faster an employee has the data, the faster he can help the customer and the more customers he can serve. Increased productivity, in other words. Another plus is that there is much less chance of error when this process is automated. Imagine this: Pete Jansen is calling. He's probably not the only Thomson in the system, so he has to be selected manually. It can just happen that the wrong Thomson is selected. Then you're a few minutes further and you might have an irritated customer on the line already no data leak. Of course you want to avoid that.
In addition, Cloud Computer Telephony Integration can also increase employee satisfaction. If customer information now appears automatically, it saves a lot of searching. That way, employees can focus on their core tasks: helping customers as well and as quickly as possible without making unnecessary mistakes. "I already have your data in front of me," that sounds a lot better, doesn't it?
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