CRM with telephone connection (CTI)
That’s why you should definitely use CTI
CRM with telephone connection or with CTI (short for Computer Telephony Integration), refers to the connection of your telephone system to your CRM software. This integration pays dividends in all areas of business, not only saving your employees’ time, but also enabling more effective customer service and higher customer satisfaction.
We will now explain to you how exactly this works.
Table of Contents
With the call all the info on the screen
Do you know that? The phone rings, you don’t know the phone number. The voice on the phone mumbles a name unclearly and until you really know what it is all about, a few minutes past by.
However, the calling customer already feels insignificant and it will take you some effort to give the conversation a positive mood again.
CRM with telephone connection (CTI) increases customer satisfaction
This is one of the reasons why you should use CTI with your CRM system: Because by linking the phone and CRM, you can immediately recognize who is calling – if the contact is stored in the CRM. With one click, the call is accepted and you get directly into the respective customer file.
With our GEDYS IntraWare CRM, for example, you have the option to predefine up to six actions individually. These actions, such as opening the customer file, call history, or pending service tickets, are then performed automatically when the call is received.
Otherwise, you have to look for and call up all this painstakingly, while the customer is already expressing his request. A concentrated, courteous conversation becomes a small challenge.
With a CRM with telephone connection, you welcome your customers directly in person by name, can listen to their concerns in peace, make references to your common history or to current developments in the customer company and react directly informed. This makes your customer feel important and well looked after.
Phone number juggling adé
NOT only is CTI worthwhile for answering calls, but also the customer call you started benefits. For one thing, you no longer have to type phone numbers into the keyboard. Click on the phone number link once and the call will be started. Multiple choices or the search for the right area code are finally history.
Create new contacts easily
If a call comes in with a number unknown to you, you can place the new contact or contact person in CRM directly via the CTI and assign it to an existing company contact if necessary.
Sustainable documentation
Thanks to CRM with telephone connection
Central and transparent documentation of telephone calls is of great importance for the consistent information of all employees and optimal customer service. When using CRM with telephone connection (CTI), you can conveniently create call notes in your CRM software even during the phone call.
Last but not least, it can be extremely exciting to professionally evaluate your calls and their impact. How many times have you had telephone contact with customers? Were the calls in or out? What was discussed at which stages of the Customer Journey*? And above all: Are there any effects on customer sales?
Optimizing phone calls
Thanks to evaluations
Last but not least, it can be extremely exciting to professionally evaluate your calls and their impact. How many times have you had telephone contact with customers? Were the calls in or out? What was discussed at which stages of the Customer Journey*? And above all: Are there any effects on customer sales?
* Customer journey monitoring is also important here.
CONCLUSION: The investment in a CRM with telephone connection(CTI) pays off
If your employees make a lot of phone calls, it is absolutely worthwhile for you and your customers to integrate your telephone system into the CRM. You save time on routine tasks that distract from the phone call, ensure centralized and transparent documentation, and provide more effective support for your customers. You should also think about the extension by video calls or video conferences. You can also use it to introduce your products, give advice or even help with troubleshooting if necessary.
Bet that your customers will be happier?
