Competition in any industry is sky high. Thus, it becomes necessary to focus on customer satisfaction. If you will not think about your customers, your competitors will. Almost all industry verticals have accepted this fact and that is why either they set up an in-house customer care department or they outsource project of customer care to the call centers. In any case, it is necessary to make sure that existing customers are happy and receiving the services they always wanted to have.
Generally, call centers and companies use different tools to provide customer support and customer care services. These services always focus on delighting customers. If we talk specifically, the call centers use a call center solution to provide customer support services. They run some surveys on their own or they handle inbound calls of the customers to resolve their queries and to assure they are happy with the offered services. On the other hand, companies often focus on using a CRM system. CRM is an acronym of Customer Relationship Management. This software helps in managing data and information related to the customer and takes care of different operations related to the customers.
The call centers and companies can and should actually use both, call center software and CRM solution. These two solutions can be integrated by VoIP companies with their expert call center CRM integration services.
The call center CRM integration can be performed for any call center solution or CRM solution. Once the integration is finished, the company can use both of these solutions as a single system. Of course, one can open both individual systems independently without any roadblocks.
There are many benefits of using this integrated solution, but one of the major ones is that the companies and call centers can serve their customers with highly personalized communication. How? Let’s see.
When you run a calling campaign with the call center software, different dialers can be used to dial the numbers from the added list. You can use any dialer in the call center software. Once a call gets connected, the agent sees a popup which is called a CRM popup. This CRM popup also appears when a customer calls in the call center and the agent picks up the call. The CRM popup will show all the information about the customers, including her past interactions with the call center. This information provides a clear hint about the customer, his or her likes, dislikes, preferred approaches, etc. This information is fetched from the CRM solution. An agent can view the information during the live call and can also alter it based on the needs. The fundamental use of call center CRM integration is that the agents can know the customer and talk to him or her in a way he or she likes the most. For example, when an agent receives the call, instead of saying just a greeting word, he can take the name of the customer to make them feel valued.
This is how the call center CRM integration can be used in the call center or any company to provide personalized responses. This lets customers feel valued and delight them to increase customer satisfaction.