Salesforce is arguably the world’s best CRM, and a VoIP phone system is hands-down better than a conventional landline system in terms of cost savings, unified calling (UC) features, scalability and mobility. But when you integrate these two class-leading technologies, you unleash a level of enhanced value that can drive your business onward and upward. Here are five key benefits of Salesforce VoIP integration:
- Increase Customer Experience
Integrating Salesforce for your VoIP phone system lets your employees immediately see a caller’s profile (including history and other notes) without having to exit Salesforce. This supports a consultative, personalized and engaging customer experience, whether the goal is to solve a problem or make a sale. For example, instead of asking “how I can help you?” your employee can say “Hello Mr. Smith, thanks for calling. I see that you own our M42-R model, and that you contacted us two day ago about an issue you were having with configuration. Would you like to follow-up with me on this, or is there another matter you would like me to address?”
- Rapid, Error-Free Connection
When you integrate Salesforce with your VoIP phone system, your employees can access a “click-to-call” feature that allows them to rapidly connect with customers with a single click (or tap) vs. manually dialing a number. This saves time and eliminates dialing errors.
- Capture Calling Data
Salesforce+Votacall hosted VoIP integration automatically captures incoming caller data such as where a call is coming from, whether it’s being made on an office phone or smartphone, the time and date of the call, and so on. All of this information is recorded in Salesforce, even if employees aren’t logged into the CRM when the call is received.
- Closed Loop Analytics
Tracking marketing campaign results is much simpler and far more accurate when Salesforce is integrated with your VoIP phone system. That’s because you can assign a specific phone number or extension to each campaign to track engagement and conversions. Furthermore, you can monitor what incoming callers are asking about to determine if marketing material, FAQs and other self-support tools are having a desired or expected impact.
- Improve Performance Management
With Salesforce+Votacall hosted VoIP integration, you can monitor a variety call tracking metrics and generate reports (e.g. placed and missed calls, unreturned missed calls, and so on) to monitor and improve employee performance, as well as identify coaching and training opportunities. You can also use this valuable data to determine if and when you need to boost staffing levels to handle anticipated periods of increased call activity.
The Bottom Line
The concept of “integration” is often used synonymously with “compatible” — which is not correct. Compatible means that systems and technologies work together. Integration, however, means that they combine to create a higher level of value. That’s precisely what happens when you integrate Salesforce with VoIP. You augment both solutions in a truly synergistic way that is clearly greater than the sum of their parts.