Amazing Benefits Of CRM Integration With Cloud Contact Center

With Cloud Call Center Software, Businesses can benefit from economies of scale, reduced capital expenditure, and improved flexibility. Additionally, because these services are delivered through the Internet, they are location-independent, meaning employees can work from anywhere in the world. With WebRTC, the cloud contact center can be operated using a browser and headphones.

Now, what if you integrated this solution with your CRM Helpdesk system? One of the biggest benefits of using cloud-enabled solutions is that it can be integrated with external solutions. 
Customer relationship management (CRM) software is the key to success for most businesses. The goal of CRM Integration with a cloud contact center is to manage customer interactions across different channels and optimize the process. Cloud contact center solution allows businesses to manage customer interactions through voice and non-voice channels like chat, messaging, and social media too. 

The Integration of CRM and cloud contact center can help businesses in the following ways: 

• By managing customer interactions through a single interface, businesses can provide a seamless customer experience.
• Better understand customer behavior by tracking their interaction with your business throughout. 
• Lean into analytics to help understand your customers and initiate communication accordingly. 
• Improve agent productivity who no longer has to shift through platforms to access customer information before making or receiving calls.
• What are the benefits of CRM integration with Cloud Contact Center?

The primary reason for Helpdesk CRM Integration with your cloud telephony of contact centers is to create an ideal experience for your customers. It is imperative to explain that the cloud contact center may be integrated into your sales CRM or service CRM based on the department and business needs.
In sales CRM, it is essential to track the lead progress and call, email, or text them based on the sales cadence followed by the organization. With the contact center integration, any such interaction can be easily managed without shifting to a different platform. 

In the service CRM Helpdesk, it is necessary to know the customer history. So when an inbound call is received, the CRM pulls out the customer detail and the service agent has all the information in front of her. Effective integrations such as this, not only improve customer engagement but also ensure 90% retention as well. This is possible as the entire customer journey is tracked, where you identify their behavior, their purchasing patterns likes and dislikes, and much more. These nitty-gritty details help you to personalize and communicate with the customer the way they prefer. Let’s discuss these in more detail:

1. Insights and Analytics:
Data is at the core of understanding your customers. With Helpdesk CRM Software integration, you can extract the data provided by your customers. This will include information like interests, products purchased, previous issues raised, and a lot more. Now, it will also have call recordings, post-call notes, agent notes, and stages of the customer’s journey documented. This information helps you understand a few things:

Customer behavior
Customer’s path through your sales funnel
Their preferred channel, interests, and preferred products.
When to call them and when to upsell
Understanding these helps your agents to make informed movements. Managers can also leverage the overall information to understand how many calls are getting responded to, how many calls are leading to conversion, popular customer trends, and more. Nevertheless, cloud telephony can offer more call analytics which can be used to resolve customer concerns, and improve agent performance and operational efficiency. 

2. Identify Sales and Nurturing Opportunities:
When you have all the information under one hub, it's easy for you to identify sales opportunities. Thanks to Helpdesk CRM, you will know all about their past purchases or which products they enquired about. You will know if the cart was abandoned or if they are interested in a repeat purchase. More details will be included like past conversations, tickets raised in the past, their purchasing budgets, and more. By learning these, your agents can essentially receive reminders and call them immediately in real-time. 

3. Personalize Every Interaction:
A customer’s experience with a brand is shaped by the interactions they have with customer service representatives, salespeople, and others associated with the company. Each interaction should be personal and relevant to the customer. A CRM system can help make that possible by integrating it with other applications used by the company.
This will give customer service representatives and others access to customer data that can be used to personalize each interaction. The customer’s history with the company, their current needs, and other relevant data can be used to provide a better experience. Relieve your agents from the stress of looking through previous data when getting calls. Once they have access to all information under one platform, it will be easy for them to see what the customer needs, what they spoke about before, and extra tips from previous agents. Martech says,  94% of users want contact management features in their CRM Helpdesk Software platform

4. Better Efficiency and Productivity:
The Cloud Telephony Integration with CRM results in improved efficiency and performance. When customer data is available to the sales team on their phones, they can make calls and close deals faster. There is no need to search for customer contact information or punch the number into another system. The cloud contact center solution provides all the features of a traditional phone system but with added advantages like autodialers for higher efficiency and scalable and flexible solution to lower costs.

CRM and Cloud Contact Center Solution integration can help improve the efficiency of a business in a number of ways. By automatically syncing customer data between the CRM and the cloud telephony system, businesses can save time on data entry and ensure that all customer contact information is accurate and up-to-date. This also allows businesses to more effectively target marketing campaigns and track their return on investment.

Additionally, cloud telephony systems can provide businesses with a range of features that improve communication and collaboration. For example, features such as conference calling and call transfer allow agents and supervisors to easily communicate with each other and manage customer requests. 

Conclusion
With the rapid growth of Contact Center Software, it is important to find a CRM Services that integrates well with this technology. C-Zentrix offers various CRM integrations, providing you with the advantages of both technologies. So whether it is a lead management system or service CRM, C-Zentrix Cloud contact software snuggly fits with 3rd party system and makes the experience seamless.