Increase Your Revenue with Salesforce CTI Integration
Posted on 01. Jun, 2010
Computer telephony integration – CTI – systems are basically essential in businesses today. These systems allow all forms of modern communication – from telephones, fax machines, email messages, and instant message services – to be combined into a single, easy to use interface. The type of program that can combine all these things in a visual interface is important for today’s businesses, as communications become faster and more vital for the success of any business in a competitive marketplace.
One interesting advance in CTI is Salesforce CTI integration, which allows you to bring your customer service to a whole new level. Basically, this software allows you to pull information from your Salesforce.com sales application and to combine it with your existing communications technology. It’s estimated that this combination can save your agents, on average, between ten and twenty seconds on each and every phone call. This doesn’t sound like a lot, but when you’re dealing with thousands of phone calls a day, that really adds up!
One of the things that you can do with the Salesforce CTI integration is to have your communications system automatically bring up archived information on a customer when their call is coming in. If a previous customer calls, you can get their entire buying history as well as notes from previous phone calls with that particular customer. This helps your agents give more personalized service, and it can also speed along the process of customer satisfaction.
When your agents can see what a customer needs from the beginning of a phone conversation, the whole thing will end up taking significantly less time. Oftentimes, businesses who use this new technology find that they have a much higher first call resolution rate. This, alone, can help your business boost customer satisfaction and loyalty, and keep your business competing in a competitive world.
Besides making incoming phone calls quicker and more efficient, this integration software can also make outgoing calls easier. All of your customer numbers are recorded in Salesforce. With this integration software, you can dial phone numbers with a click directly from Salesforce.com. This means that your agents have to deal with fewer misdialed numbers. Again, misdialed numbers may not be a huge deal when you’re only making a few outgoing calls, but if you’re making hundreds or thousands of calls a day, misdialed numbers can cost a lot of time and productivity.
