Customer loyalty can be expected only when they get good and memorable experiences with a brand. For this, brands adopt several new approaches to render quality experiences to their audiences.
No matter which communication channel prospects and customers choose to interact with the brand, you should be able to deliver consistent experiences across all channels.
More importantly, your customers should be content with each interaction with your brand. And in order to do this, it is essential to eliminate every potential factor that can ruin customer experiences.
Whether it is messages or calls, you should be able to manage every interaction well using these channels. That’s where you need the right tools and technologies to do the jobs efficiently.
For example, choosing a Salesforce SMS API for the business may not get the advanced texting capabilities you are looking for. But integrating an advanced texting app can help you with a wide range of capabilities.
Say you are a Salesforce user looking forward to transforming your call operations, enabling your customer-facing agents to work efficiently, and improving customer experiences. In that case, Salesforce CTI integration should be your top priority.
Salesforce CTI integration provides you with all capabilities required to upscale your call operations without being overloaded with redundant tasks.
What is Salesforce CTI integration?
Salesforce CTI integration is a process of connecting your traditional office phones to the computer in order to access advanced call capabilities in Salesforce. You can regulate all your call operations from your desktop, eliminating the need for switching multiple systems to access customer information using one and make calls using another.
Hence, you can manage calls much more productively, reducing call turnarounds.
How CTI integration Contributes to Improved Efficiency of Calling Agents
Without knowing who the caller is at the other end, it is challenging to deliver quality call experiences and personalise conversations right off the bat.
Apart from this, the worst experience any caller can encounter while interacting with any brand representative is having to repeat themselves every time.
This leads to customer anxiety and poor experiences when interacting with a brand.
To start the conversation on the right note, what’s needed here is the caller information even before you pick up a call.
And this is something Salesforce CTI integration gives you.
Screen pop-ups that occur whenever any prospective customer calls provide you with all contextual information. By getting all the caller’s information in advance, you can personalize your greetings, address them with their first name, and get all the context you need to resolve queries faster.
You can handle more calls in a day without compromising on conversation quality.
Bulk Dialling for Reduced Manual Task
Just imagine how much time it would consume when you have thousands of contacts to call and dial each number manually, pressing each digit.
It will surely consume a significant amount of your working hours, lowering your productivity.
Having every capability that can help you cut back even a minute while performing call operations is vital to boost productivity.
And manual dialing is one of those activities that exhaust your working hours but don’t generate revenue.
One of the best methods to deal with manual tasks is by automating them.
Advanced Salesforce CTI integration lets you automate the number dialing process, giving you more time to manage call conversations instead of dialing numbers.
Call Recordings and Monitoring for Quality Training
Well-trained agents are no less than an asset for a company. Not only do they handle calls much more efficiently, but they also help to get more business.
This is why employee training is important and can’t be compromised at any cost.
And to train customer-facing agents better; nothing can be as good as real conversation examples.
CTI Salesforce integration allows you to access features like call recording, monitoring, and whispering to enhance your training quality.
Call recordings are essential assets that you can use to train your employees better and improve call handling.
Besides, you can identify potential disputes that can take place while conversing with the customer over a call and prepare corrective actions that you need to take in the future.
How CTI Integration Contributes to Better Customer Experiences (CX) Caller Self-sufficiency in Resolving Inquiries
Let’s understand this with a real-life example.
When you depend on others, delayed work is the ubiquitous thing you might have to face often. When the concerned person is busy doing other tasks, you must wait until the person is unoccupied.
In the same way, when you depend on a brand representative to resolve your queries, you might have to wait longer when representatives are busy or unavailable.
This is something that adds up to poor customer experiences.
It would be better if you could automate the query resolution process by making your callers self-reliant.
To a great degree, Salesforce CTI integration helps you with this.
You can configure interactive voice responses (IVR) for the frequent concerns that come up from the callers.
With this, callers can resolve their queries and help themselves by choosing the desired options from the given voice responses based on their query.
No Repeated Calls and Improved First Call resolution
In case of complex inquiries that cannot be resolved with the self-help options, prospects for customers want to speak to a brand representative directly.
Sometimes, they have to make multiple calls to connect with the support agent.
And when callers don’t get satisfactory answers to their concerns, this leaves the customers more frustrated.
CTI integration with Salesforce helps to ensure quick connectivity between a caller and the customer-facing agent by routing the call to the available agent.
When an agent is busy attending to other customers, the call can be routed to the next available agent based on the customer’s inquiry.
You can configure criteria to decide the entire call journey and route calls to the best-suited and available agent. This is an important capability you get with Salesforce CTI integration to manage calls productively.
When a call goes to the right agent capable of handling a query better, the caller always gets the right and the best solution over a single call, eliminating the need for repeated calls.
Shorter Wait Time Reducing Caller’s Anxiety
How long you want your customers to wait when you are busy is totally up to you.
Longer waiting times can trigger your customer frustration and could be one of the reasons they dislike your brand.
Every minute is vital for your customers, which shouldn’t be wasted while trying to reach your brand representative, which you can manage by setting a maximum limit for waiting time and the number of IVR attempts.
This will prevent your customers from waiting long when agents are busy.
By making the wait time of your callers interesting, you can boost customer experiences. For this, you can program a voicemail to engage with them, stating why agents are not picking up their calls.
This way, you can keep them informed and prevent your brand from leaving a wrong impression.
Salesforce CTI integration is essential if you look forward to upscaling your call operations. The right tools and technologies are much needed to manage call operations efficiently. These are necessary for customer-facing agents to deliver quality call experiences and prevent customers from getting annoyed.