Businesses all over the world are interested in optimizing their click-to-dial results for a couple of substantial reasons. It allows them to increase their conversion ratios, and it ensures that communications remain smooth if the customer uses a different channel to contact the company again. This cross-channel tracking once seemed like an unrealistic goal, but thanks to Tenfold, such optimization is now simple. Here are some of the main reasons this is so important:
Integration Ensures All Communications Work Together
Click-to-dial systems allow customers to begin conversations just by clicking a button. The problem is that these communications often go untracked. This makes it so that when someone calls back using the phone or sends a follow-up email, they end up starting from square one.
Since this software integrates with your CMS, it captures essential facts about each call no matter how it comes in. The person’s name, phone number, length of call, and method of contact are all recorded. Even better, your representatives can attach notes about each call. If the same person calls again, the note will pop up automatically. This eliminates lost information and the need to have the caller repeat things from prior conversations.
Flexibility Allows You to Respond to Real-World Situations
The broad range of possibilities offered by this system are immense. Some of the more popular effects of it include good records of customer contact, more efficient problem-solving, and the ability to send emails about the call right from the interface.
One of the big problems that plague call centers is the dropping of communications when someone else needs to be brought into the loop. When the quitting bell rings, promises to email a different staffer are often forgotten. This is solved by the in-call email function, which allows people to make a note and email it out to the proper staffers on the spot. There is no need to remember to do something when it’s done right then and there.
Tenfold’s Versatility Strengthens Current Phone Practices
Of all the features offered by the software, its versatility is probably the most advantageous. There is no need to learn an extensive set of new practices to use it. Instead, everything it allows you to do is intuitive and easy to integrate. People are already used to making notes about things, so it’ll be a simple matter to train them to do it within the interface either as calls take place or immediately afterward.
Similarly, company managerial staff is usually used to trying to track everything already, so they’ll take to this new tool with no problems. While the software doesn’t record the calls themselves, it does keep track of who called in, who answered the phone, and how long the call lasted. These are all important metrics for managers.
Why Tracking Call Information is So Important
Knowing what’s going on is important for every aspect of a business. By monitoring who calls and how often they do so, you’ll be able to tell if people are getting effective solutions and answers or if they have to call again and again to get the job done. Putting these things together lets you determine the optimum call length, see whether your help scripts are effective, and more.
Another important thing to track is the important parts of the call itself. Call recording is not the solution because it tapes everything instead of just the key points. The note-taking system of Tenfold allows employees to summarize the important parts so that the next person who sees the note will know exactly what is worthy of attention.
These are some of the many reasons to integrate your CMS with Tenfold. Integration is easy – in fact, the software can even directly integrate with many popular phone systems so there are no gaps in the service. To learn more, just contact us. We’ll be glad to explain everything and help you get set up.
FREE WHITE PAPER: Top 40 Customer Success Influencers
Gain access to the world's best Customer Success influencers that are available today.
Latest posts by Dan Sincavage (see all)
- Tenfold Raises $7.5M in Series C Funding to Expand its Cloud-Based Voice/CRM Integration Platform and Fuel Go-To-Market Growth - October 7, 2019
- Avaya and Tenfold Create Improved Customer Conversations, Enabling Integrated AI Solutions that Amplify Salesforce, ServiceNow, Microsoft Dynamics and Other Leading CRMs - July 31, 2019
- Understanding the GDPR: General Data Protection Regulation - December 6, 2017