Many businesses use some form of webRTC to allow customers and prospects to instantly connect to a live person right from the company site. The problem is that the details of these calls are often lost since they come in outside of the company’s usual channels.
Fortunately, there is an easy solution to this problem. Using Tenfold to integrate your webRTC system and other communications channels with your CMS will put all of your calls under the same umbrella. This allows you to track communications whether they originate from webRTC, traditional phone lines, or even email. This tracking goes further than typical call logging software by giving your staff the ability to add notes about conversations, email notes to other members of your staff or to management, and to have these notes at the ready the next time the caller is contacted. Here is a bit more about each of these benefits:
This is one of the most exciting aspects of Tenfold. Instead of recording calls, it allows phone workers, salespeople, and others to attach notes to the log of the call. The notes make it easy for anyone else who talks to the person to see the most important aspects of prior calls. Since there’s no need to listen through entire conversations, these high points stand out so they’re noticed.
Since notes alone are easy to miss, Tenfold has come up with a great solution: Pop-up notes. When someone connects through the software, it automatically matches the number with its database and pops up any relevant notes. This makes it so workers don’t have to take the time to look up the records. The problem of losing track of prior communications is avoided with no hassles.
General Call Tracking
You won’t have to wonder who handles the most calls when call logging software is active. Each call, whether incoming or outgoing, gets its starting and ending time logged. The software will also log which employee handled the call. Advanced database functions let you see which people have called the most often, read the notes associated with those calls. With this information, you’ll be able to determine how efficient your call center is at actually solving problems. Handling a lot of calls is only part of the equation. If it turns out that the same people are calling over and over again, it’s likely that they aren’t getting their problems solved on the first or second try. Therefore, it’s important to analyze this information to bring the optimum level of performance to your company’s call operations.
When customers contact your company through a variety of channels, it’s easy for information to get lost. Help desk tickets and emails might be handled by one department, webRTC calls by another, and traditional call-ins by yet another one. Tenfold lets you bring all of these communications together into one easy-to-use interface. This is done by seamlessly integrating with popular CMS systems to add functionality and tracking that wasn’t there before. All of your customer contact departments will then be able to see the notes left by those handling other channels, and this will save customers from the aggravation of having to explain their problems over and over every time they use a different method of contact.
Of course, all of these benefits are also great for sales departments. Prospects will often contact the company several times before buying, especially if the item or service being sold is of high financial value. This is exactly when it’s essential to make sure that all communications are seamless. To learn more about how Tenfold can help with your customer service or sales goals, just contact us. We’ll be glad to explain everything and help you get set up.
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