The first thing you should do to make powerful discoveries about your customer is successfully adopt a CRM system. The next step is integrating your CRM with a contact center software platform. By combining the data in your CRM with data from your call center, you can get to know your customer even better. Here are some examples of what you will learn:
How Happy Your Customers Are: A good contact center solution will allow your business to document all customer interactions across all channels and touch points (phone, email, text, chat, social media), and store the recordings or transcripts directly into their CRM record. This will enable any employee to understand the customers' sentiment and feedback at any given time. Coupled with advanced Interactive Voice Response (IVR) capabilities, customers can be sent directly to a phone survey after a call, enabling them to provide direct feedback to the business on their service experience.
Who Can Best Serve Each Customer: If your support platform includes IVR capabilities, then callers will select an option from an automated phone system to get their call routed in the right direction. Using an IVR allows you to identify callers instantly and route them to the agent best suited to fit their needs.
You can also bring to light how different reps are performing and which issues they are the best at resolving by looking at trends in call times and percent of resolved calls. Then you can optimize which types of calls each rep is taking and better serve each customer who calls in.
Which Call Campaigns Are Most Successful: When creating a new sales campaign, call scripts should be created for your sales reps or support agents to use to guide them through a call. By using a call center software platform in conjunction with your CRM, you can report on different scripts to discover which campaigns and messages your customers respond the most positively to. These discoveries will help you adjust your campaigns and improve your results.
When you integrate your CRM and your contact center solution, you are putting the customer at the center of the call. Isn’t that what customer service is all about? To learn more about integrating your CRM and contact center solutions, reach out to us at https://www.w-systems.com/.
W-Systems Corp. is a technology solutions firm focused on consulting and executing complex CRM and Marketing Automation deployments, customizations and integrations.