Business Tools Integrations

Zoho CRM Phone Integration: How It Benefits Sales & Support Agents

Are your sales and customer service teams constantly juggling between tabs? Is your CX team looking to drive contextual conversations for your customers? You can do all this and more with the Zoho CRM phone integration. Before we look at how the Zoho CRM integration can benefit your business, let’s understand why delivering a personalized experience is the name of the game today. Here’s what the data tells us:

  • Increased profits: 86% of buyers will pay more for a great customer experience.
  • Better loyalty: Customer experience drives more than two-thirds of customer loyalty, outperforming brand and price combined.
  • Recurring sales: Loyal customers are 5x more likely to purchase again and 4x more likely to refer a friend to the company.

The learning: Whether you want to improve your customer experience or boost sales, delivering a highly-personalized and contextualized experience is key. Enter: Zoho CRM integration.

What is Zoho CRM?

Quite simply, Zoho CRM is a software that allows businesses to:

  • Streamline your marketing, sales, and customer support processes
  • Convert more leads
  • Engage with customers
  • Grow sales and revenue
  • Meet specific needs, irrespective of the business size and type

Think of it as a centralized platform that literally brings your sales, marketing, and customer support teams and tasks together. If you want to streamline your policy, processes, and people via one singular and easy-to-access platform, Zoho CRM is an ideal option.

How Can Zoho CRM Phone Integration Improve Your Sales Team’s Productivity?

Whether you are a B2B or a B2C business, Zoho CRM can skyrocket your sales team’s productivity levels. Here are the 360-degree advantages of using this software by integrating it with your business phone:

  • Calls as part of the sales process: It allows the sales team to stay on top of their operations and keep in touch with the partners, stakeholders, vendors, etc., ensuring everyone is in sync with each other at all times. Moreover, the sales agents can engage in active call planning in advance and keep track of their new leads at their own convenience or at a time that best suits their contacts.
  • Calling made easy: It empowers businesses to reach out to key prospects and customers more easily. How so? By integrating your business phone system with Zoho CRM, your team can make and attend calls–right from the sales software. They don’t need to keep jumping between devices and tabs. 
  • Insightful sales analytics: It enables businesses to leverage powerful sales analytics. For example, the team can measure every call’s result against deals. The agents can also have the call histories under each record at their fingertips, ensuring that each sales agent has a track of previous conversations. This empowers them to have a complete context of previous interactions. 
  • Synchronized sales and customer support: It helps businesses to synchronize their sales and call efforts. This allows businesses to measure the effectiveness of their calls and how it is influencing their sales. Sales agents can keep tabs on who they have called and chart out a foolproof sales plan. Plus, the call roster arms them with a bird’s-eye view of their teammates’ call schedules for better coordination.
  • Improved call strategy with built-in telephony: If you can’t find a relevant telephony provider, Zoho CRM’s built-in telephony system can help. You can easily purchase local or toll-free numbers for the users in your organization. Additionally, you can assign unique outgoing numbers to help your sales agents build a personal connection with your customers.
  • Streamlined sales calls: Zoho CRM also empowers sales managers to engage in a variety of tasks such as:

– Tracking and monitoring sales calls right from the CRM itself–convenience at its best

– Keeping an eye on how the sales agents are performing in their active calls

– Managing or answering calls that are in the queue waiting to be answered

Coaching new sales agents as they progress through a call

– Jumping into ‘troubled’ calls directly to take the lead should the situation call for it (pun not intended)

  • Increased connectivity with multiple vendors: Zoho CRM allows your sales agents to connect with teams in different locations with their own telephony system based on the availability or cost of the service. This is made possible thanks to the multi-vendor telephony support in Zoho CRM.  It gives sales managers the flexibility to assign individuals or groups of users to different telephony systems. Plus, they can also move users between different providers based on their business needs.

The takeaway: Whether your sales agents need to close more deals in less time or whether they need to contact prospects at the right moment, Zoho CRM is the key to all their needs. It provides agents with relevant and meaningful customer data in real-time, streamlines your sales agent’s day-to-day tasks, and keeps them organized as well as productive.

Top 7 Ways Zoho CRM Integration can Benefit Your Customer Service Agents

The Zoho CRM integration is a boon for your customer service agents. It allows them to leverage multiple functional features such as:

  1. 24×7 connectedness
    The ability to make and attend calls right from the Zoho CRM app. This ensures that no customer query falls through the cracks and every customer is attended to, whether the agent is working from home or from the site.
  2. Increased visibility
    Agents can access automatic call logs under each record and always be in the know when it comes to their customer queries. Moreover, the automatic call logging feature makes manual data entry a thing of the past. The Zoho CRM software also allows agents to add notes, assign the contact agents spoke with to someone else, and create follow-up tasks as needed.
  3. Improved productivity
    Since CX agents are always working in a high-pressure environment–from monitoring deals to handling tasks, it can be hard to keep track of each call you need to make, and they can easily get lost in the day-to-day work. The Zoho CRM software allows them to get reminders for both upcoming and missed calls and improves work efficiency. In other words, agents can stay alert with real-time call reminders.
  4. Automatic note-taking
    CX agents can also update the call status and save notes for calls. They can view notes which are appended to the customer’s conversation history. This helps them to focus on what the customer is saying and engage in active listening instead of worrying about whether the notes have been accurately captured or not. Additionally, agents can listen to previous call recordings, configure call recordings per the compliance requirements, take detailed notes after each conversation, and utilize call disposition codes to tag calls while providing increased visibility to the entire team. 
  5. Automated call schedules
    The Zoho CRM software, when integrated with your business phone, also allows you to schedule calls and post-call activities, saving agents valuable time which can be used elsewhere.
  6. Saved time and effort
    CRM software also allows agents to save time and effort on routine tasks such as dialing phone numbers. Agents can make calls straight from Zoho CRM without wasting any time. So, if they are looking at their leads/contacts, they can kick-start the call at the touch of a button.
  7. Powerful call analytics
    Customer support managers can use call analytics to measure the CX team’s performance and motivate them to improve. Plus, easy access to built-in charts and reports allows them to visualize the call data and help them figure out how to provide a better customer experience.

The takeaway: Zoho CRM phone integration empowers your customer service agents to make calls and view the customer’s contact information from a centralized place. In other words, the agents don’t need to spend their valuable time switching tabs. The platform effortlessly syncs the contact information from your business phone. The moment your team starts creating leads, it will be reflected in your CRM. Moreover, customer service agents can view lead details and related lead records without having to switch tabs while on a call.

Final Words

Zoho CRM easily integrates with your business phone system. All you need to do is select the right business phone provider. Make sure to enquire about your sales and CX team’s goals and map them to your organizational goals when selecting a vendor. Also, remember that the learning curve with Zoho CRM is next to minimal, making it an ideal choice. Whether you want improved sales, customer relationships, or lasting success, the Zoho CRM phone integration is the first step towards a winning strategy.

With a foundational role at Saas Labs, Anand has been a key player in establishing the Product Management function and spearheading the launch of our Conversation Intelligence solution. His expertise in AI innovation guides both the strategic direction of the products and a team committed to excellence.

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