“A business absolutely devoted to Customer Service Excellence will have only one worry about profits. They will be embarrassingly large.” –Sir Henry Ford
It goes without a doubt that customer service is the key to success. How one manages and engages with customers could be a real trick in acquiring larger profits.
Due to enhanced technology, marketing communication techniques are becoming more and more creative and streamlined. The customer’s perception and behavior towards a brand could drastically change if the company efficiently listens to their issues and solves them instantly. To ensure the same, the integration of Virtual PBX (Ozonetel, Exotel, Knowlarity) with CRM software like kreatoCRM the quality of customer service can be increased resulting in increased profitable.
Here are a few ways CRM integration with virtual PBX system could enhance customer service:
- Knowing Your Customer Preferences: Merging of CRM and Virtual PBX would help your team have a prerequisite of the customer’s preferences and the kind of communication they generally opt for. If your team knows their customers well, they would accordingly communicate with them over emails, phone calls or chats. Pitching the customers at right time & in right language will increase the sales & satisfaction level by many levels. A CRM software integrated with the PBX is the simplest way of recording all the communication the customer.
- Increased per hour Call Rate: The call length of companies in tele sales or servicing, would be dependent on how well trained the team is and what kind of issue they’re dealing with. Constant call backs would decrease the efficiency and reduce the hourly call rates. It will also impact the satisfaction levels of customers drastically. An accurately designed CRM system can allow the agents to access the available data faster and that would lead to a faster call rate (FCR). Any telesales team encounters ‘screen pong’ i.e. switching between multiple pages on the screen. A good CRM system could put an end to it by bringing all the functionalities together on a single page.Good CRM software, lets you manage all your documents and tutorial at one place. These documents can easily be shared with the customer, and accessed by the internal team. The knowledge base builder app of KreatoCRM provides this functionality efficiently.
- Increase profitability per Customers: For any business to grow, not only should the number of customer but also the revenue generated per customer to increase. A technologically advanced CRM system aspires to intelligently generate actionable information out of the available data of customers. It assists the sales team to suggestions related products / service to the customers. The team can easily upsell & cross sell the products. This would make a customer’s experience more dynamic and worthwhile. There could be combos or deals to retain a loyal customer and to attract potential ones. Workflow could be systematized and every transaction could be noted.CRM integration will help you easily generate the lead as well as support ticket from the cloud telephony call records directly & this will lead to increase in efficiency. Chances of lead or support ticket entry getting dropped goes down by many levels.
Additionally, Customer dreads the after sales of any product/service. They want minimum troubles with the offering and least interaction with the company. If the time taken to handle any kind of situation is decreased, any customer would become, a happy customer. Also, after sales servicing cost of customer can drastically effect your profitability.
CRM software integrated with virtual PBX will help in better designing your sales process and Understanding ways to reduces cost of servicing the customer. You can also improve client retention with CRM software
In conclusion, it’s only about time we made an optimum use of a resource so powerful, and make the daily tasks simpler and cost effective. Hence the integration of Virtual PBX with CRM software is must for any organization looking to grow efficiently.