The rotary phone is out. The touch-tone phone is out. The land-line phone is out? For businesses focused on customer service, phone systems are no longer a means to communicate over long-distances. Since internet messaging, email, and web-conferencing have brought global businesses closer and closer together, the goal of having a phone system now is customer service. For businesses who are still using notepads, Microsoft Office, or other manual ways to enter phone call info, the 21st Century is passing you by. Modern phone systems must be able to give you accurate, automatic record of your incoming and outgoing calls while integrating with your information technology systems to increase knowledge and customer service.
Recording of Information
Phone number, time, and duration may not seem like alot, but they give you so much power over managing your business processes. The cost of not having information available can be customers lost, because you have lost their number, or thought that they had been contacted regarding important information but your employee never made the call.
A modern phone system will give you the tools to know exactly when calls were made, where they came from, and who on your end answered the phone or made the call.
Duration is important for training, employee management, and customer response. If you know how long certain employee’s calls last, you have the ability to train them. If an employee takes too much time with each customer, then they will not be able to close enough deals. If an employee spends too little time with each customer, then your customers are going to feel rushed and pushed and look for other providers of your service/product.
If your business does not currently have the means to automatically record phone numbers when they come into your business, you are losing so much. From bureaucracies who are calling you about regulation compliance to new customers looking for your business, the ability to quickly call someone back is essential. This technology is simple for VOIP, smartphones, and CRM-phone system integration; if you do not have the ability to automatically record, track and respond to incoming phone numbers, you need to find a solution that does.
Information Systems Integration
The 21st Century has been one of information and social networking through technology. If your current phone system is not part of your information and networking technologies, you are missing out. Integration gives you the ability to analyze trends throughout your organization, take and save phone-call notes automatically, and notify the right team member each time a customer asks for something on the phone.
Data analysis gives your business the ability to create innovative solutions for customers’ needs, both perceived and hidden. Steve Jobs, the founder of Apple, was known for creating solutions to people’s needs when his customers didn’t even know they had the need. Part of his success was from the ability to sense design and elegance, but a much larger part was employee data and analytics on all Apple’s product offerings to analyze what works, and use that information to plan what will work. A modern phone system must be able to be integrated with your current data processing systems so that the valuable information gathered by employees chatting with customers on the phone does not go to waste.
Note-taking for phone calls has been Post-It notes for years, but this is outdated. If you have an employee answering phone calls, they are most likely in front of a computer. Integrated phone systems will automatically open a notepad and save the notepad to your CRM software with tasks automatically lined out.
Increase Knowledge and Customer Service
From the moment your employee answers the phone, there are two activities taking place: building rapport and creating value (or customer service). Rapport takes time to build often because there is no record of customer interactions with previous sales reps. With a modern integration of your phone system, the service rep answering the phone will see pertinent information automatically, including previous customer service experiences with the customer.
This knowledge builds rapport swiftly and with little effort on the part of the customer or employee. Rapport is the basis for entering customer service, beginning the call with the customer feeling listened to, and ending with actionable information entered into your current software so that the next time your customer calls to ask about it, you will have already taken action, and can inform them of the action taken.
Does your phone system currently match up with these modern takeaways? If not, please contact us to discover how a phone-CRM system integration will benefit your business.
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