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5 Benefits of V1 VoIP CRM Integration

Posted on: January 24, 2018

Customer Relationship Management (CRM) platforms are an important tool for businesses to keep track of their interactions with prospects and customers. V1 VoIP CRM integrations offer key data and analytics to sales, marketing, and support teams within your company. Some popular ones included Salesforce, Highrise, and Zendesk. So what advantages does this actually bring to your business?

Here are the top five V1 VoIP CRM integration benefits:
1. Increased Efficiency
A sales or support agent can use CRM integrations to bypass the menial work of searching for a customer contact page, asking about prior interactions, and finding old tickets, in addition to entering in all the new data. Data manipulation is a distracting and time consuming process. It ultimately slows down agents, leaves room for error, and diminishes the customer experience.

2. Improved Management
Managers can use CRM data to make improvements with individual agents or with the team as a whole. This includes getting key metrics on each individual agent, such as the number of calls taken per day, the number of caller hang ups, the average call time, and the average wait time. For example, if one agent is spending more time than average on the phone with a certain customer, the supervisor can assign another agent to help out with the account.

3. Real-Time Calling Data
CRM integrations increase efficiency by eliminating the gruntwork of looking up, and entering in, customer information. Every interaction with a customer offers valuable insight into your business. For sales agents, talking to potential customers on the phone can shed light on what they are looking for, and ultimately close the sale. Instead of having an agent manually type in their notes from every call and record information such as the time of the call or phone number, VoIP CRM integrations take care of all the logging in real-time.

4. Better Customer Experience
A good CRM integration automatically directs an agent to the incoming caller’s profile, or creates a new support ticket with information about the caller. This saves the agent time and allows them to focus on talking to the customer, not searching for their information as the call progresses. Sales agents can use information available in a contact’s CRM profile, such as number of website visits, what items have been viewed, and past purchases, to better assess the context of the call. This allows a sales agent to approach the prospect from the right angle and personalize the key messaging. This also reduces the time spend on asking extraneous questions at the beginning of the call, and allows the agent to get right down to converting the caller into a customer.

5. Offers Closed Loop Analytics
Want to analyze customer behavior, craft marketing personas, or build campaign strategies? A V1 VoIP CRM data integration is vital to you. ‘Closed loop analytics’ gets its name from the process of sharing data closing the loop between the marketing and sales departments. All of this interaction, of course, is designed to lead to higher revenue and conversion rates. By integrating calling data into your business phone system, the marketing department can test out the effectiveness of different tactics and gain a better sense of what the customer experience is like.