Telephony is not a very new technology, in-fact it exists for more then a century now. It existed in pre-internet era and back then used to connect to the internet. In todays digital business environment, good communication process is the key to success. CRM offers a wide range of communication tools, ranging from PBX to instant chat to improve communication. VTiger providing telephony solutions, that can be used by aany business (wheather it is a small or a large business)
Consider an IT solution provider, they have sales team and a support team. Both of them need a good telephony solution to make calls. For example the sales team need to make cold calls, follow up calls, sales calls etc. On the other hand support team will be asked about various support queries through calls. Telephony integrations is a perfect solution for such businesses. Some small sized firms consider telephony integrations to be an extra burden, but in reality it is a great investment.
Benefits of using Telephony Solutions
Following are the benefits of using telephony soltuions in CRM
One click calls: Businesses with high volume of call activity have to put their clients on long call queues. These long wait time makes the customer and the staff members frustrated. The power to accept and make the calls using a single click make the process of communication simple and fast. It saves customer and the staff from the frustration of long call ques and wait time
Voice Recording: Another major advantage of using telephony integration in CRM is voice recording. It helps to save the voice recording of the calls between the staff members and the agents. By doing this the matters of confrontation between staff members and the clients can be minimized. As you can check the recordings and evaluate who is at fault. Moreover, it also helps to train the other staff members and check, if they are following the script.
More personalized experience: Customer are provided with specially catered solutions by sales and support team on phone calls. It creates a sense of more personalized experience in the mind of customer and hence results in increased customer satisfaction.
Automated call logging: The CRM system logs all the calls made through telephony integrations. it saves the hassle of manually logging the call records.
VTiger Telephony Solutions
VTiger has a dedicated phone call module that is used to integrate several types of different telephony solution (like, ViciDial, Exotel, Plivo, Twilio etc.)
It helps both your sales and support team and better communicating with the clients. Your staff members can make and receive call just by one click.
Advantages of using VTiger telephony Integrations
VTiger providing telephony Solutions helps in attaining the following advantages
VTiger using telephony integration can generate automated leads and records from a call. An automated record of the caller will be generaated into the CRM system whenever, a call is recieved by a service agent.
Service agents do not need to manually log the calls, once a call is ended it is automatically logged with respect to the contact under consideration.
With the information stored in the CRM, you know who is calling you and most probably what their query will be related to in advance. It makes the process of calling the customer more easy and better informed for the agents.
Click to call is an excellent VTiger feature, using this feature staff members can make a call just by a click. This helps them in saving time, as they do not have to manually dial the number.
Managers can generate reports on based on telephone calls.. On the basis of these insights managers can further improve their business process and increase productivity.