Everything You Need to Know About VoIP Integration With CRM

Effective communication is integral to maintaining brand identity and gaining a competitive edge. It is a business directive driving companies to invest in VoIP CRM integration.

Effective integration of VoIP features and benefits with CRM allows businesses to streamline their customers’ communication, track interactions, and provide personalised services. Result? Elevated customer satisfaction, more leads, and higher conversions. 

The adoption of VoIP-integrated CRM solutions is soaring, and the best place to begin is to understand the technical synergy and its value propositions. 

VoIP CRM Integration: Understanding the tie-up

VoIP CRM integration is a seamless connectivity between the VoIP phone system and the business’s customer relationship management (CRM) software. The integration automatically syncs all the information between the two tools and eliminates manual data entry and other redundant tasks.

Every industry delivers customer services and answers their queries through phone calls. Most often, Agents have to manually record this information into CRM, making the process more time-consuming and inefficient.

Integrated systems automatically record every call detail, reducing more than half the team’s workload. The records also serve as a quick reference point for agents to deliver a more personalised customer experience.

Benefits of VoIP integration with CRM boosting business operations

VoIP CRM integration is a game changer for businesses. From enhancing customer experience to improving productivity, it delivers promising features that tech-savvy teams can leverage to knock out the competition. Here are the most pronounced benefits of the best CRM VoIP integration.

Efficient data collection and organisation

VoIP and CRM integration records end-to-end communication in an organised manner. It automatically syncs the VoIP data with CRM, allowing representatives to personalise their pitch based on prospects’ data. The support team can also use this data to get a comprehensive customer case history to answer queries. A typical representative’s operation with the VoIP CRM integration takes the following steps.

• Call initiation with the customer’s name and contact number.
• Automatic recording of call data into the CRM.
• Auto-documenting customer’s inquiries, concerns, and preferences.
• Follow up with greater convenience using the same directory. 

Cost-effective operations

Businesses with independent phone and CRM systems spend more on procurement. They also fork up more funds on manual labour for daily operations. 

VoIP CRM integration substantially reduces operational costs by eliminating the need to purchase two separate software. It reduces the agents’ unproductive work hours and helps save significantly on manual labour expenses. 

Direct communication calls using CRM

Agents spend considerable time switching between CRM and phone systems. They often keep going back and forth for referring contact information and customer details from CRM and making calls through phone systems. VoIP and CRM integration eliminates this unproductive switching. It allows agents to make calls directly from the CRM with all the data available handy.

Streamline post-call process

After every call, agents spend crucial time feeding the details into the CRM. VoIP-integrated CRMs streamline these post-call actions. They automatically sync information from the phone system to CRM. It saves time and zeros the possibility of data error.

Integration also offers features like call recording and call notes, allowing agents to record conversations and take notes during the calls. They can automatically trigger follow-up emails, messages, and calls.  

Automated messaging

Messaging is also a crucial aspect of telephony as it is still a preferred way of communication for many customers. One of the benefits of VoIP for businesses is that it allows messaging automation in multiple ways.

• Automated SMS

Agents can automate SMS for specific clients. This feature is helpful in actions like drip campaigns and follow-ups.

• Bulk SMS

With this feature, the sales team can use prospects’ information and send promotional messages to multiple people simultaneously. 

Enrich customer relationship

A huge benefit of VoIP integration with CRM is its ability to provide detailed customer information during interactions. It helps agents match responses, services and offers to the customers’ expectations. Instead of agents, automated assistance can ask questions to a caller, and a voice activation system can allow callers to enter details.

Such personalised and engaging interactions strengthen customer relations and build loyalty. It increases customers’ lifetime value and even converts customers into brand advocates. 

Monitoring call analytics and KPI

Intelligent VoIP-CRM systems offer reliable call analytics for constant improvement and business growth. It monitors essential metrics for inbound and outbound calls, including call duration, resolution time, abandonment rate, etc.

Analytics of these metrics helps discover valuable insights into customer interactions and identify red flags. It also aids businesses in assessing the teams’ performance and ascertaining areas for additional training. 

Targetted marketing campaigns

CRM implementation boosts conversion rates up to 300%. Businesses can draw more from such benefits by integrating VoIP into CRM solutions. 

Native CRMs with VoIP assist marketers in streamlining their efforts. Before rolling out promotional calls or messages, they can automatically segment customers through CRM. It helps them customise campaigns for specific target groups, saves significant time, and leads to more conversions.   

Scalable CRMs with uninterrupted telephony

An increase in customers is a desired business outcome and a metaphor for growth. However, it also increases the daily call volumes. To handle these surges efficiently, agents require a more sophisticated telephone infrastructure.

VoIP CRM integration allows smooth scalability in terms of users, features, and location without extensive upgrades or overburdening employees. VoIP integration enables the current CRM solution to handle larger call volumes, ensuring smooth operations as the business grows.

Unlocking business value with VoIP CRM Integrations 

The measure of the merits of a solution is how closely it aligns with the organisational objectives. Business leaders always look for the overall value it brings to the table. VoIP CRM integration adds significant value through streamlining communications, improving customer relations, and enhancing productivity. Every feature contributes to business goals, making the integration imperative.

Enhances data management

VoIP-integrated CRMs automatically capture and analyse customer interactions. They eliminate the room for data errors and provide real-time information about customers’ preferences to agents. The data steers informed decision-making and helps businesses yield the best outcomes for their marketing efforts. 

Optimised operational cost

No business endeavour moves forward without a nod from the finance team. It is a crucial requisite for adopting any solution, and VoIP CRM integration aces it on all counts. It reduces the operational cost in many ways.

• Businesses procure a single CRM software with VoIP integration.
• VoIP integration allows calls using the Internet, which is economical compared to traditional telephony.
• It automates data collection and other mundane tasks to reduce manual labour significantly.
• Businesses can scale up without expensive hardware and software upgrades.  

Optimum workforce utilisation

VoIP-integrated CRM encourages automation and provides a single source of information for all communication channels. Employees can easily access customer information and make calls from a single system. Consequently, it saves plenty of time and improves employees’ efficiency. 

Sales and marketing teams can automate follow-ups and bulk messages and focus on more value-driven tasks. Features like speech-to-text record real-time conversations and are great productivity boosters. 

Proliferates customer experience

Modern customers are authoritative about their needs and preferences. It makes customer experience a key competition driver in current markets. VoIP and CRM integration is central to enhancing customers’ experience and providing a leading edge. 

Readily available customer information and case history help sales reps and agents personalise their interactions and provide quick responses with minimum waiting time. It helps provide a consistent experience to the customers over all channels. 

Boosts revenue generation

VoIP integration allows reps to take up more calls, welcoming more leads in the pipeline. A bird’s eye view of customer data helps them identify opportunities for up-and-cross-sell. Businesses can also use this information to tailor their products and services to meet customers’ interests. All these factors substantially boost sales and unlock new possibilities.

VoIP CRM integration: A growth accelerator to advance into the future 

VoIP CRM integration brings the best of both systems, providing a unified platform for data management and customer interactions. Businesses can increase revenue and performance by improving sales tracking, customer service, and employee efficiency.

Airtel business offers versatile and adaptable VoIP-integrated solutions that easily scale with your businesses. Engage with Airtel’s VoIP CRM solutions to improve bottom lines and stay ahead of the curve. 

Airtel Business