5 advantages of a VoIP CRM integration

Customer Relationship Management (CRM) platforms are an important tool for companies to keep an eye on contacts with (potential) customers. CRM integration makes it possible to link third parties, such as: VoIP providers, to your CRM account and exchange data between the two platforms. But what exactly are the business benefits of linking a CRM to VoIP?

Many cloud phone systems offer integration with popular CRMs. Such as: Salesforce, Hubspot or Zendesk. These VoIP CRM options provide you with information and analysis related to sales, marketing, and customer support within the enterprise. Below we list five benefits you can expect when you connect your VoIP service to your existing CRM platform.

1. Real-time call data

Interaction with customers provides valuable insights. Employees in sales can discover what they want through conversations with potential customers, and thus ultimately close a deal. When VoIP and CRM are integrated, an agent no longer has to manually enter all the data, such as times or phone numbers. The system then does this automatically.

If the system offers recordings, it is even possible for the agent to add the sound files to the customer’s profile. CRM integrations can also track other data about the phone call. Such as the phone with which the call is made, whether it is a voice or video call, and at what time the customer called. All this information can be used to improve the customer experience.

2. A better customer experience

CRM integrations make it possible for sales reps to anticipate customer needs. A good CRM integration takes an agent directly to the profile of an incoming call. It also creates a support ticket with information about the caller. This saves the employee time and makes it possible to focus more on the customer personally. After all, there is no longer any need to search for: contact details, website visits, items viewed and purchases from the past. This way, the sales employee has more background information and can approach the conversation from the right angle. Also, no unnecessary questions need to be asked in this way.

Customer service agents can also use CRM integrations, for example, to go through previous issues at a glance. This leads to less waiting time, shorter conversations and more customer satisfaction.

3. Closed Loop Analytics

CRM data is essential for marketing departments: it allows them to analyze customer behavior and build campaign strategies. Access to the CRM reports and sales data helps the marketing department to better assist sales agents in closing orders.

By integrating the data into your phone system. Can the marketing department test the effect of different tactics and get a better idea of what the customer experience looks like. For example, you can analyze whether FAQ pages reduce the number of phone calls about those topics. Ultimately, CRM integration leads to higher customer satisfaction. After all, you make those changes that the data shows are appreciated by the majority.

4. More efficiency

As we mentioned below the first point, integrating CRM with VoIP increases efficiency. Because all the searching and input work of customer information is no longer necessary. This way, an agent no longer has to go to contact pages, ask for previous interactions and write everything down manually. This kind of data manipulation is distracting and takes a lot of time. Ultimately, it slows down the employees and leaves too much room for error, which can lead to negative experiences for customers.

5. Improved management

VoIP CRM integrations can give managers better insight into each individual agent. Thanks to data such as the number of calls per day, the average call time and the average waiting time. For example, improvements can be made with individual agents or the team as a whole.

If one agent spends a lot of time on a particular customer, the manager can add a second agent to that account. The lines that always turn out to be quiet around a certain time can be reduced in that period. These are just a few examples of how CRM integrations can help optimize human resources policies.

VoIP CRM integration: data you need

In this day and age, a lack of data can put you at a considerable disadvantage compared to the competition. Why then choose a system without a CRM when there are all kinds of CRM phone systems available in all possible price ranges?

Of course, a CRM integration does not guarantee higher revenues and customer satisfaction. If used properly. However, then your VoIP phone system can make a decisive difference in the way you communicate with and to customers!