Natterbox discuss some best practices for improving your customer service on the voice channel.
How Essential Is Your Business’s Telephone?
Despite an increase in the adoption of digital communications, the telephone is still the prevalent choice when it comes to reaching out. Whether it’s support line, or for your sales or service team, it is important that your voice is connected to your customers.
Nothing beats human interaction when it comes to customer experience. Allowing people to feel empathy and connection is something that cannot easily be replicated by technology or using social media, which is why we all still pick up the phone.
With most businesses using some sort of customer relationship management (CRM) system, being able to track and store data accurately has become increasingly challenging and time-consuming. After each call, the agent will update the relevant customer record with any notes and any follow-up reminders necessary.
However, this process has become more complex over time, with new platforms emerging, and has created a bigger challenge for CRMs that look to capture it all.
Until recently, little has been done with telephone and CRM integration. There are some systems that can track how many minutes have been spent on the phone, but they may not be able to make call recordings or store the relevant information against the correct customer record.
Usually the emphasis is still on agents manually updating records – an arduous and time-consuming task.
Natterbox to the Rescue
Natterbox are helping businesses maintain a high-quality service through the integration of voice within Salesforce, an industry-leading CRM system.
By managing voice calls through Natterbox, over 500 organizations across a variety of industries (including Legal & General, Virgin Wines and many others) are improving their product efficiency, employee productivity and customer satisfaction.
All calls are made, captured and tracked through Natterbox, which is fully integrated within our customer’s CRM system, and we only work alongside this one provider, allowing customers to make sure we are only one click away.
Natterbox is a cloud phone system and, unlike others, we own our own cloud telephony technology. This means on the occasional instance where problems arise, our customers do not have to liaise with a third party to help sort problems, they come straight to us.
Being able to make calls straight away and allowing them to be connected straight away gives your customers confidence in their provider, and with how quick and easy it is, frees up their agents’ time.
This blog has been re-published by kind permission of Natterbox – View the original post
Author: Robyn Coppell
Published On: 16th Jul 2019
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