Post by amirmukaddas on Mar 10, 2024 8:51:19 GMT
Intelligent switchboards are characterized by the integration of the company switchboard with the CRM software . This connection between the two tools offers customer service staff the possibility of speeding up the search for customer data and the information necessary to meet their requests. The interaction between switchboard and CRM specifically allows: Recognition of the number that is contacting the company with consequent automatic opening of the customer data sheet The ability to call directly from the customer's records ( Click to Dial ) The integration of the call history into the customer's records in order to generate reports on contacts between customers and customer service Inserting text notes relating to customer calls The opening of specific screens based on the customer's status, for example his assets, the list of communications received by him through the marketing automation systems , the history of his orders, his profile within the personal area of the company website , etc… One of the advantages offered by this integrated system is therefore the improvement of the relationship between company and customer thanks to an optimization of the customer care service both in terms of effectiveness and efficiency, due to the clear reduction in waiting times.
The connection between the customer's details and the CRM ensures that the software recognizes the number from which the call originated, automatically opening all the information relating to that user (in case he is a lead who has already entered the part of the CRM). In this way the operators will not have to waste time asking the customer for his data to search for it in the database . However, the greatest advantage is certainly represented by the possibility of storing all the information relating to customer requests in the cloud , so as to be able to subsequently process Denmark Telegram Number Data statistics that can help the marketing department make strategic decisions. If, for example, a company realizes that 80% of user requests concern clarifications regarding the payment method, the need to implement information relating to this topic on the web page will naturally emerge, perhaps using the FAQ section . It is therefore clear how all these functions, made possible by the convergence between voice and data , can guarantee timely responses to requests made by users, improve data management and reduce the average time dedicated to the service, thus optimizing resources. Tools needed to connect CRM and switchboard: VOIP technology To be able to connect your switchboard to the company management system, you need to have VoIP . This is a technology that allows you to make calls using the internet connection or any network that uses the IP protocol (such as the company LAN ), instead of the classic traditional telephone line.
VOIP is in fact an acronym that stands for Voice Over IP , and therefore defines all the technologies that allow the voice to pass through a channel that has an IP address. The IP address and the network connection, the main characteristics of a VoIP phone, are therefore what make the dialogue between this tool and the company CRM software possible . This technology presents countless advantages for those who decide to adopt it instead of classic analogue systems, including: Economic savings compared to telephone service costs Economic savings compared to the company's internal infrastructure costs Possibility of integrating the voice system with a cloud, via the internet, which collects all the data relating to switchboard operations Centralization of the service thanks to management by a single virtual switchboard in the cloud Total digitalization of company systems Flexibility of use thanks to the possibility of accessing this tool even in a location other than the office In addition to managing the system from a more general perspective, VoIP phones also have numerous advantages regarding the usability of the tool itself, such as greater speed of call transfers, management of directories and queues . Due to the countless advantages they present, VoIP solutions, such as Google Voice, are very widespread within companies today.
The connection between the customer's details and the CRM ensures that the software recognizes the number from which the call originated, automatically opening all the information relating to that user (in case he is a lead who has already entered the part of the CRM). In this way the operators will not have to waste time asking the customer for his data to search for it in the database . However, the greatest advantage is certainly represented by the possibility of storing all the information relating to customer requests in the cloud , so as to be able to subsequently process Denmark Telegram Number Data statistics that can help the marketing department make strategic decisions. If, for example, a company realizes that 80% of user requests concern clarifications regarding the payment method, the need to implement information relating to this topic on the web page will naturally emerge, perhaps using the FAQ section . It is therefore clear how all these functions, made possible by the convergence between voice and data , can guarantee timely responses to requests made by users, improve data management and reduce the average time dedicated to the service, thus optimizing resources. Tools needed to connect CRM and switchboard: VOIP technology To be able to connect your switchboard to the company management system, you need to have VoIP . This is a technology that allows you to make calls using the internet connection or any network that uses the IP protocol (such as the company LAN ), instead of the classic traditional telephone line.
VOIP is in fact an acronym that stands for Voice Over IP , and therefore defines all the technologies that allow the voice to pass through a channel that has an IP address. The IP address and the network connection, the main characteristics of a VoIP phone, are therefore what make the dialogue between this tool and the company CRM software possible . This technology presents countless advantages for those who decide to adopt it instead of classic analogue systems, including: Economic savings compared to telephone service costs Economic savings compared to the company's internal infrastructure costs Possibility of integrating the voice system with a cloud, via the internet, which collects all the data relating to switchboard operations Centralization of the service thanks to management by a single virtual switchboard in the cloud Total digitalization of company systems Flexibility of use thanks to the possibility of accessing this tool even in a location other than the office In addition to managing the system from a more general perspective, VoIP phones also have numerous advantages regarding the usability of the tool itself, such as greater speed of call transfers, management of directories and queues . Due to the countless advantages they present, VoIP solutions, such as Google Voice, are very widespread within companies today.