CRM stands for Customer Relationship Management. CRM allows businesses to manage business relationships and the data and information associated with them. CRM’s main goal is to coordinate, trace, and manage all of your client information, activities, and conversations.
CRM Integration is making your website and CRM to function together logically and smooth. Instead of using your CRM to just be a system that keeps customer information based on manual entries, integrating your website/marketing automation software brings in valuable customer information directly into your CRM.
THE ADVANTAGES OF USING CRM INTEGRATION FOR YOUR BUSINESS
CRM integrations allow sales and support agents to anticipate a customer’s needs in real-time. A good CRM integration automatically directs an agent to the incoming caller’s profile, or creates a new support ticket with information about the caller. This saves the agent time and allows them to focus on talking to the customer, not searching for their information as the call progresses.
Every interaction with a customer offers valuable insight into your business. For sales agents, talking to potential customers on the phone can shed light on what they are looking for, and ultimately close the sale. Instead of having an agent manually type in their notes from every call and record information such as the time of the call or phone number, VoIP CRM integrations take care of all the logging in real-time.
CRM integrations increase efficiency by eliminating the gruntwork of looking up, and entering in, customer information. A sales or support agent can use CRM integrations to bypass the menial work of searching for a customer contact page, asking about prior interactions, and finding old tickets, in addition to entering in all the new data. Data manipulation is a distracting and time consuming process. It ultimately slows down agents, leaves room for error, and diminishes the customer experience.
VoIP CRM integrations can give managers key metrics on each individual agent, such as the number of calls taken per day, the number of caller hang ups, the average call time, and the average wait time. Managers can use this CRM data to make improvements with individual agents or with the team as a whole.