Even in this day and age, the phone remains the main tool of contact for most businesses. Despite this fact, many companies haven’t updated their phone systems nearly as much as they’ve upgraded their computers, websites, and mobile devices. Perhaps this is because the telephone is taken for granted while other technologies still seem new.
In reality, there have been important advances in technology related to how you use your office telecommunications system. For example, it’s now possible to automatically retrieve customer information when they call in, log all incoming and outgoing contacts, and tie these records to an account’s non-phone contacts to create a cohesive picture of past events.
What Does This Mean For Your Business?
One of the most important benefits of adding a modern call management system like Tenfold to your CMS is that it will greatly improve customer service at the point of initial phone contact. Chances are that your staff currently has to ask callers for their names or phone numbers before they can even start to provide any help. Once they get the information, they will then have to manually enter it into the CMS, and if nothing comes up, confirm that this is the first time the customer has called.
Modernizing your system with Tenfold will eliminate this frustrating and time-consuming process. When you connect it to your CMS, it will automatically identify the phone number of the caller and compare it against your CMS database. If a match is found, it will do far more than confirm the existing account. Tenfold will pull up the account information, pop up any notes that have been added, and show the records of prior calls.
Your staff will be able to hit the ground running and will be able to efficiently handle the caller’s latest query without any unnecessary delays. This will please customers who call in since they’ll then expect a fast and effective resolution to any problem they might be having. Since a caller with positive expectations is easier to work with, there’s a good chance that the rate of successful resolutions is likely to increase as well.
One of the keys to Tenfold’s abilities is its automatic record keeping functions. Unlike old CMS systems, which require easy-to-forget manual updating, it automatically stores all of the basic data about each contact – even outgoing ones. The name and phone number of the customer, the name of the person the customer talked to, the time of call, and the duration of the call are all put into the database with no manual intervention. This eliminates the problem of customer service people forgetting to log calls. Such features are especially important at busy offices and call centers, but are also helpful at any company that wants to improve staff efficiency.
One thing remains manual with Tenfold: Adding account-specific notes to records. This is actually a good thing because it allows staff to note only the important parts of a conversation so that subsequent personnel can get right to the meat of an issue if a customer calls back. Making these notes is as simple as typing them into a box that appears on the screen. If someone else needs to be told about an issue right away, the phone worker can easily have Tenfold generate an email to the other person to get him or her into the loop. These notes also stay attached to the account information, so there’s no fear of important data being lost in the shuffle.
These are just some of the ways you can bring your trusty phone into the 21st century with Tenfold. Just contact us to learn more about these capabilities and other benefits of adding our software to your existing CMS.
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