Customer service is one of the most important aspects of any business. If you’re lacking high quality customer service, then your customers won’t want to provide repeat business, refer their friends, or give good ratings.
An easy way to ensure your Customer Service Team are performing productively, is to invest in a CRM integration.
Taking customer service to the next level
Our new eGuide, ‘Taking customer service to the next level with CloudCall’, provides an in-depth look at ways in which your existing systems could be holding your Customer Service Team back, and how a CRM integration can overcome those obstacles.
Here’s a little bit of info about how a CRM integration could be the key to unlocking your success this year here, just because we’re nice like that.
A CRM integration not only provides seamless communications and information for your Customer Service Agents, but also gives Managers and Supervisors a birds-eye view of how their team is performing.
It’s important to ensure your agents have an up-to-date phone system, as phone calls are the most important form of communication for customers. In fact, 56% of customers say that calling is the fastest way to get a response.
CloudCall was built with Customer Service Teams in mind. Our integrations have tonnes of handy features to provide your Team with the tools to give quality customer service. Here’s a few of our favourites:
Real-time dashboards let you see which agents are on which calls, how long for, and lets you listen in to the calls. Features such as Monitor, Whisper and Barge gives Supervisors the chance to provide support and suggestions during live calls and help facilitate better conversations.
Using one of CloudCall’s CRM integrations means all of your communications are recorded and stored within the CRM system itself. Use your back catalogue of calls to train new agents on examples of productive calls and show them where they can improve.
Using Call Logs in tandem with Call Recordings means all agents have access to the customer information that they need. Inbound Screen Pops will bring up the CRM records of the customer calling and allows agents to be fully prepared, with just a click being able to see past calls and outcomes.
With this feature, your agents make calls using a local phone number to the customer, boosting the amount of calls picked up and customers can feel more comfortable, answering to a local number. The best part is your agents can be working from anywhere!
Want to find out a bit more about what a CRM integration could do for your Customer Service Team? We thought so. Download our free eGuide, here.