No matter the industry or niche you operate in, chances are you’re using various tech solutions on a daily basis in all of your departments. From project management software to various automation tools, all the way to CRM and VoIP, you must have it all in order to stay ahead of the competition and reach that next level of efficiency. Plus, using reliable tech is one of the best ways to manage a recession in the times of the coronavirus, so all the more reason to invest in business-boosting software.
Some of the best software solutions to take your company to that next level and ensure customer satisfaction while boosting lead generation and sales are, of course, CRM and VoIP. While many companies will only use one or the other, combining these two amazing tools can transform your business in many key areas, and allow your marketing, sales, and support teams to thrive. Let’s take a closer look at how combining VoIP and CRM can push your company to new heights of success.
Bring personalization to customer service
Personalization has become one of the foundational pillars of modern business, and it effectively shapes everything from communication to sales, marketing to customer support, all the way to human resources and beyond. Simply put, modern customers and clients demand a personalized approach from their favorite brands, as they no longer want to be just another number in someone’s sales pipeline or just another lead in your CRM database.
Instead, they want to feel valued and respected, and they want a tailored experience. You can use the data from your CRM to fuel your insights from VoIP analytics and create a truly personalized marketing, sales, and communication strategy.
When a customer call is received, the CRM can pull up information associated with that customer, allowing the agent to spend less time digging around and more time creating a personalized experience. Insights on that customer’s past purchases, website visits, etc. are all accessible for your support staff, which will help them create a personalized experience that will inspire the customer to engage with the brand.
Add to that, VoIP allows you to communicate with your customers in a way that suits them best, be it over the phone, via chat or email, or even through direct messaging or video, which further helps with personalization.
Elevate efficiency in your teams
Another obvious benefit of integrating a VoIP solution and with your CRM tool is to elevate the overall efficiency of your sales, marketing, and support teams. After all, the more intuitive and feature-rich software you have at your side, the better equipped you’ll be to handle all projects and tasks more efficiently than before. If for no other reason than the emphasis on how modern business tools using automation make the lives of your employees easier.
As you might have guessed, both CRM and VoIP systems have various intuitive and automated features to help with analytics and reporting, scheduling, customer insights, and much more. When used properly - and if you invest in employee tech education so your team members can use these tools to their full extent - you can expect both VoIP and CRM to drastically elevate the overall efficiency of your teams. This will minimize time waste, prevent employee burnout, improve productivity, and generate greater financial savings.
Minimize phone system costs
One of the great benefits of using business technology and innovative software is that it can save you from wasting financial resources in the long run, and actually help your company ensure financial savings even in dire economic times. This is one of the best things about VoIP. For example, some of the top VoIP providers out there are able to offer you low-cost national and international calls, effectively allowing you to run your operation remotely from anywhere in the world.
This also means that you can leverage your CRM data to get in touch with customers from around the world without inflating your phone bill. What’s more, VoIP comes with other features aside from phone communication, so you can leverage mobile, video conferencing, chats, call recording, and various other VoIP tools to communicate with your customers more efficiently and effectively.
Bridget the gap between marketing and sales
Marketing and sales have always been two very different departments, but nowadays companies are adopting a more symbiotic approach in order to enhance the effectiveness of both and prevent lost sales in the future. This should come as no surprise because sales data and know-how can significantly influence the course of your marketing strategy, and vice versa. This is why you need to bridge the gap between these two departments if you want to take your company forward.
To do this, you need a reliable internal communication tool like VoIP. With its low-cost phone system and various communication tools like video chats, forwarding, conferencing, mobile, and more, it’s one of the best ways for your employees to stay in touch with each other throughout the day, and most importantly, to conduct all business-related communication on a safe, centralized platform. Plus, it’s perfect for boosting the productivity and collaboration of your remote teams, as well.
Run a customer support team from anywhere
Some parts of the world offer more affordable on-demand customer support teams than others, and you should be able to take advantage of that if your goal is to minimize costs. Instead of running a costly in-house support team, you can simply build a decentralized offshore team to create a more affordable and efficient support system.
Before VoIP was around, running a customer support team from beyond your borders was a costly task, but nowadays you can do it in an affordable way. You can even create a 24/7 support service that will help you generate more leads and conversions using various VoIP features and especially its low-cost international calls.
This way, you ensure non-stop availability to your customers without wasting resources, because your support teams are stationed in different time zones and can answer every call promptly. Now add the data from your CRM system into the mix, and suddenly you’re able to deliver a more rewarding experience to your customers wherever they are in the world.
VoIP and CRM are two essential tools every modern business should have in its arsenal. Over the long term, CRM and VoIP can help you elevate efficiency across the board, improve customer satisfaction, generate quality leads, and inspire more sales than ever. Be sure to use them together to take your company to new heights of success.