8 Ways a VoIP Integration Can Empower Your Business in 2022
The telephone is still one of the most essential communication tools in the world but also one of the most expensive. VoIP can not only reduce your cost but boost your business performance and optimize your phone system in ways you've never imagined. Let's look at a few ways VoIP integration can transform your business by adding innovative features to your phone lines.
8 Business Benefits of VoIP Integration
VoIP is the abbreviated form of Voice over Internet Protocol, the method of placing and receiving phone calls over the Internet. VoIP does more than establish calls - it can also consolidate and unify communications into a single, enhanced multimedia system. This can enhance your existing telephony system, improve customer service and boost sales and conversions.
1. Bring Personalization to Customer Relationship Management
80% of consumers say that they are far more likely to make a purchase from a company that provides tailored, personal experiences. Personalization is one of the foundational pillars of a modern company. It impacts everything, including your communication, your sales, your advertising and marketing efforts, and your customer relationships. Customers don't simply want to feel like a number in your sales pipeline or call list. They want to feel valued. VoIP CRM integration is the method of connecting your customer relationship management software (and its insights) to your VoIP service. This not only enables you to track and manage your leads and prospects, by placing the most valuable information about your clients front and center when you need it. When a customer call is received or made, the CRM can pull up the information associated with that customer and display it as a desktop screen pop-up, including their name and relevant information. Through a VoIP integration, calls can also get routed back to the right agent based on their skill set or previous customer interactions.
Agents can provide a personalized experience because they have instant access to customers' past purchases, personal information, complaints, packages, and more. New information can be saved directly in your CRM, directly through the same screen pop-up, so that clients never have to repeat themselves. Issues can be resolved quickly and easily. VoIP will also allow you to communicate with your customers according to their preferences, e.g., chat or email, which immediately assists your business with personalization.
2. Improved Conversations By Placing Calls Through Virtual Telephony System Integration
Your virtual telephony system can integrate with virtually any existing technology, including the technology your teams use to collaborate internally. Your staff can use extensions or an embedded dial pad to connect to any external number (including vendors, clients, or other external parties) with their corporate caller ID, no matter where they are working from. With managed screen-pops, there's no need to jump from one platform to the next to access the information or tools you need. Reps can view contact and lead information from any device. That way, your team never keeps prospects or clients waiting and never seems out of the loop, enabling them to sell and converse with total confidence.
3. Launch a Call Center From Anywhere
Many companies have looked into offshoring to take advantage of more affordable rates for customer support and sales teams in other geographies but are hesitant to lose their local presence. VoIP integration can resolve several of those hurdles. Firstly, VoIP can enable low-cost international calls and provide the right context international agents need to serve their customers quickly and efficiently from the start. Secondly, you can emulate a local presence by adding local presence dialing to your contact center. If you opt for a CTI (computer telephony integration) that can link to local presence dialing, the system will automatically select a local phone number as caller ID based on the country or location dialed by the rep to display a local phone number to the client or prospect. This can boost your connection rates up to four times while lowering costs as your team can work from anywhere as long as they have a good internet connection.
4. Improve Record-Keeping
Data is precious, and most companies want to keep their data safe for compliance purposes, glean valuable insights from the information at their disposal, or even train their new service and sales reps by referring back to past customer interactions and recordings. With cloud storage integration, call recordings are securely stored on Dropbox, AWS, or Google Cloud. Every single call, text, voicemail, or pre-recorded voicemail drop is recorded and accessible within Salesforce as part of customer history records to best understand customer requirements and past interactions.
5. Leverage Your Existing Contact Lists
Many companies are hesitant to switch to a new system because they have valuable data saved on a number of different platforms that they need to access to carry out their work. With the right VoIP integration, you not only retain your data, but you can access it much more quickly and easily than ever before. Often call centers deal with a huge number of contacts stored across multiple systems and platforms. Finding the most up-to-date information quickly is challenging. The right integration can synchronize your contacts across all platforms, increasing customer service response times and productivity. Moreover, all of your contacts and interactions are logged automatically into your CRM system so that your records are always up-to-date and easily accessible via your desktop and mobile apps.
6. Single Click Dialing
When you work in a high-volume outbound call center environment, speed is of the essence. If hundreds of reps making hundreds of calls each take just 30 seconds to locate a number and dial it, you could lose literal hours of precious time. Click to Dial integrations lets your reps initiate phone calls with clients, colleagues, or vendors through Salesforce, mobile apps, or even desk phones by simply clicking phone numbers within the CRM. They can even initiate calls on their desktop app by simply clicking numbers on their browsers. Reps using High-Velocity Sales can dial from their work queues or via the HVS Lightning Component to save time and improve productivity.
7. Track Your KPIs with Pre-Built Dashboards
Visibility can be a real challenge for modern businesses, especially with the advent of remote working and an increasingly global and dispersed workforce. This lack of visibility hinders a company's ability to keep track of agent and rep performance in real-time. Some companies will attempt to build custom reporting or dashboard features in Salesforce, but even if you have the IT expertise and resources to spend developing these solutions, it can be a costly and timeous exercise. Thankfully, some of the leading CTI solutions provide out-of-the-box reporting and dashboards for Salesforce to track in- and outbound call center activities. By integrating with Salesforce data and phone systems, managers can view reports and gain insight into lead response times, dials-to-opportunity ratios, and revenue-per-dial statistics that can be used to measure and improve metrics. With the right VoIP integration, you'll gain total visibility into both team and individual performance and trends so that you can quickly identify which reps are excelling and which reps need further support.
8. Access Productivity Tools
The primary benefit of VoIP integrations is making your employees more productive. There's no need to switch between different programs or devices to access customer information, saving valuable time. Calls can be made in seconds, one after the other, with a simple click. There's no fumbling to enter or even find numbers - everything is presented in a single pop-up window that can be used to update customer information in real-time. Companies that practice a BYOD policy can stay productive, even when employees have to work outside of the office building to resolve customer issues.
Moreover, your VoIP integrations enable your teams to work together more collaboratively and easily than ever before. Often multiple agents respond to inquiries about accounts, which can lead to confusion, and frustration from the customers' perspective. VoIP software unifies information which eliminates mistakes and delays regarding actions that should be taken or have already been completed.
One of the most powerful productivity tools companies can access is the dialer. Dialers not only improve connection rates and dial speed it also comes with a host of features, including voicemail drops and automated triggers that enhance interactions and performance in your call center.
Adopting VoIP technology is one of the easiest and most affordable ways of improving your operations, costs, customer service, and sales. Unlike many of the tools on the market, VoIP integration uses and merges the tools you already use in your business, making adoption a breeze for your employees. Why not accelerate your growth and profitability by exploring VoIP technology for your business today?