5 Ways to Pair Your CRM with VOIP Business Features
Modern business communication goes above and beyond email and phone calls, and your small business’ CRM is at the center of this. No matter what communication channel you use, your CRM should be intimately involved in all client interactions. When a client contacts you through live chat, the CRM can and should be there. When a client is called by your sales team, the CRM can be there. The same applies when your business upgrades to a new VOIP communication suite.
When you have a top-notch CRM program, VOIP fits neatly into the stack to enable your sales efforts and empower your connections. If you are upgrading to VOIP or upgrading your CRM after a VOIP integration, every business should know that these two software services go hand-in-hand. Your CRM is already where you keep your customer contact information. But with today’s technology stack, it can be so much more.
Let’s dive right into the five unique ways that CRMs and VIOP work symbiotically to create a superb customer experience for your small business.
1) Transcribe Customer Calls to the CRM File
Call transcription is the single most CRM-ready feature that will come with your VOIP business package. Instead of call recording or a page of in-call notes, you can hit a button that creates a clean automatic transcription of the entire conversation with a customer. Or you can turn a recorded call into a transcription using the same technology.
Now the amazing thing here is that you can suddenly transform your customer calls into a readable text record of every word ever said to your customers, and every word they said back. Each file can include a detailed record of previous phone calls, chats, and emails. And anyone who mans a CRM knows how valuable good records can be. Using your CRM’s marketing automation, you can even send that call transcript (plus live chat transcripts) to the customer in email form so they have readable access to all the helpful information you provided.
2) Use Your CRM as Detailed Customer Caller ID
Your small business’ CRM is also your best and most complete collection of contact information. It contains the email addresses, phone numbers, and pertinent information for every single client and lead in your records. For many companies, the CRM software is used to track every contact from business partners to unqualified leads. And this means it makes the perfect extension to your VOIP caller ID
With the right bridge between the technologies, you can design a custom caller ID that brings up more than just the name and number of the person calling. If a customer or contact in your CRM calls in or reaches out through any channel, your CRM can provide a quick and detailed reference for whoever answers the phone. What category the caller is in, how long they’ve been a customer, what region they live in, or whatever matters to your team when they answer the phone.
3) Enable Quick CRM Note Taking During Customer Calls
Another great way to combine your VOIP and CRM is to pair your note-taking functions. When a team member is on the phone with a customer, you want them to be taking notes. Your CRM is ready to become your one-stop-shop for information on customers both when providing service to them and when generating automated marketing content to send through them through email.
Notes taken can be on customer preferences, on what’s going on in their life, and on which products they are most interested in. You can even use automation features to open your CRM page notes when a call begins with each individual customer. This way, your team can quickly and easily reference the notes left by previous techs on how to deal with this particular customer and then add to a record of notes. CRM customer service works as a notes platform whether your team reaches out to the customer or a customer reaches out to you.
These notes can really help a small team handle a large customer base without hiccups.
4) Personalized Communication Channel Settings
VOIP business suites are also seldom limited just to voice communication. They often also feature live chat, video calls, and email features as well. This is great news for your customer relations. Each customer will have their own preference for how they like to be contacted or reach out for service, and your CRM can support that. CRMs sometimes act as a communication platform and have always specialized in denoting customer preference so that a brand can provide accommodation.
Give each customer a choice of their favorite communication channel for service through their account dashboard. Or, if you don’t have member dashboards due to the nature of your website, your staff can simply ask to determine a customer’s preferred way to communicate. This preference is then noted in the CRM and set it as their default channel for all future communications. If your team reaches out, try their preferred style of communication first. And when customers return, you might even design your website to automatically offer them a favored communication option just in case they came to chat.
5) Help Customers Connect with the Same Staff Every Time
Customers feel the most connected when they can deal with the same person or group of people each time they get in contact. This is something they rarely see, but a small business has an advantage. With just a little forethought, you can easily connect customers to the same support team members every time. Create a record of who has worked with the customer in the past. If they are on duty and available, route the call to them with a reference to their previous interactions in the CRM records.
This simple act of consistency can mean a lot to your customers and other contacts, creating an ongoing relationship with a few regular techs and the brand as well.
If your small business uses or is upgrading to a VOIP suite, there’s a chance that your VOIP system and CRM can work together symbiotically to truly enhance the customer experience. From building a continuous relationship through notes to providing a detailed company-relevant caller ID, CRM and VIOP were made for each other. For more tips to make maximum use of your VOIP technology, contact us today!