Customer support of every brand plays a vital role in making or breaking the business reputation. Unsatisfactory customer support services leave a bad aftertaste, and customer remembers it for a long time. This not only hampers customer loyalty but affects the customer acquisition rate as existing customers are less likely to recommend a brand to others. So, every possible effort needs to be made by organizations when it comes to customer support, and brand reputation is at stake. CTI integration Salesforce is a vital aspect that can help you take customer services to the next level.
What is CTI Integration Salesforce?
CTI is a process that allows you to connect an organization's computer systems with the traditional phones of the company. Thus, you can access and control the capabilities of a phone through a computer.
This helps to improve cal interaction to a great extent which further helps to improve customer support services. Salesforce telephony integration is a process of combining Salesforce and CTI so that you can access CTI capabilities in your Salesforce CRM.
CTI Integration Salesforce for Support Services
CTI Integration Salesforce Helps Know your Caller before you Interact
Incoming calls from a customer over a desk phone leave agents clueless about who is calling. Thus, they have to start a conversation by collecting basic data like their name, concerns, etc. Every time a customer has to repeat the information, it adds to the unsatisfactory customer support experience.
But with the help of Salesforce telephony integration, agents can know who the caller is before picking up a call. CTI integration helps bring up the complete caller's information through a screen popup and other relevant notes added by the agent on a previous call. This empowers agents to pick up the conversation from where they left and prevent customers from repeating themselves.
Close a Support Ticket Over a Single Call and Improve CSAT
Customers calling several times to get resolutions to their inquiries is another instance that adds to the poor customer support. So, if support agents resolve inquiries faster or over a single call, it would surely improve support services and customer satisfaction levels.
CTI integration Salesforce allows agents to use advanced call capabilities in Salesforce. Consequently, agents can route calls to the right department or perform call conferencing to add a relevant person to the ongoing call. This helps agents resolve inquiries faster and prevents callers from making several calls to support teams.
Salesforce Telephony Integration Allows you to Perform Essential Actions on Time
Call logging is another capability that agents can use to manage calls better. With call logging, agents can check every incoming, outgoing, and missed call from a customer and call back without much delay.
Besides, agents can also add call descriptions, any specific date or time a customer requested to call back, any requested actions by a customer, and many other details. This helps agents receive notifications before the due date (if added) and perform necessary action before or on time.
Conclusion
CTI Integration Salesforce not only helps agents to improve support services but improve their efficiency too. Agents can perform much efficiently with customer information right on their computer screen and advanced call capabilities like single-click and bulk dialing.
Besides, agents can also set up IVR for caller 'Self-help' which again leads to improved support services. So, if you are looking forward to a cost-effective option for Salesforce telephony integration, you can look for an app supporting multiple channels. For example, 360 SMS also offers 8 built-in channels for communication, including CTI
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