Why you should definitely use CTI
CRM with telephone connection or CTI (short for Computer Telephony Integration) refers to the connection of your telephone system to your CRM software. This integration pays off in all areas of business, as it not only saves your employees' time, but also enables more effective support and greater customer satisfaction.
We will now explain exactly how this works.
Table of contents
All information on the screen with one call
Do you know the situation? The phone rings and you don't know the number. The voice on the phone mumbles a name indistinctly and only after a few minutes do you really know what the call is about.
The calling customer already feels insignificant and it takes you some effort to restore a positive mood to the conversation.
CRM with telephone connection (CTI) increases customer satisfaction
This is one of the reasons why you should use CTI with your CRM system: Because with the linking of telephone and CRM, you immediately recognize who is calling - provided the contact is stored in the CRM. With one click, the call is answered and you are taken directly to the relevant customer file.
With our GEDYS IntraWare CRM, for example, you have the option of individually predefining up to six actions. These actions, such as opening the customer file, the call history or the outstanding service tickets, are then carried out automatically when the call is accepted.
Otherwise you would have to laboriously search for and call up all of this while the customer is already presenting their request. A concentrated, courteous conversation becomes a bit of a challenge.
With a CRM with a telephone connection, you can greet your customers personally by name, listen to their concerns at your leisure, make references to your shared history or to current developments in the customer's company and respond directly with information. This makes your customer feel important and well looked after.
Phonenumber juggling adé
CTI is not only worthwhile for answering calls, the customer call you initiate also benefits. For one thing, you no longer have to laboriously type telephone numbers into the keyboard. Simply click on the link to the telephone number and the call is started. Multiple dialing errors or searching for the right area code are now a thing of the past.
Creating new contacts is child's play
If a call comes in from an unknown number, you can store the new contact or contact person in the CRM directly via the CTI and assign it to an existing company contact if necessary.
Sustainable documentation
Thanks to CRM with telephone connection
Centralized 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 easily create call notes in your CRM software during the call.
Last but not least, it can be extremely exciting to professionally evaluate your calls and their effects. How often did you have telephone contact with customers? Were the calls inbound or outbound? What was discussed in which phases of the customer journey*? And above all: can you see any impact on customer sales?
Optimize telephone calls
Thanks to evaluations
Last but not least, it can be extremely exciting to professionally evaluate your calls and their effects. How often did you have telephone contact with customers? Were the calls inbound or outbound? What was discussed in which phases of the customer journey*? And above all: can you see any impact on customer sales?
*Customer journey monitoring is also important here.
CONCLUSION: Investing in a CRM with a telephoneconnection (CTI) pays off
If your employees make a lot of phone calls, it is definitely worthwhile for you and your customers to integrate your telephone system into the CRM. You save time on routine tasks that distract from telephone calls, ensure centralized and transparent documentation and more effective customer care. Don't forget to addvideo calls or video conferences. You can also use these to present your products, provide advice or even help with troubleshooting if necessary.
Want to bet that your customers will be happier?
Start video conferences from CRM software
Video calls are just as important as CTI these days. We show you how to achieve secure, flexible and completely free video conferencing, whether for teams or with customers.
