Last week, we launched the new firmware version for Yeastar Cloud PBX (v18.104.22.168) which introduces the Zoho Integration App with the following features:
- Click to Call: click on any phone number to make a call directly from Zoho
- Call Pop-up: customer profiles are pushed to the screen for every incoming call from Zoho contacts
- Call Journal: sync call logs to Zoho CRM automatically
This blog will walk you through the VoIP and CRM integration and show how our Zoho Integration App stands out from the competition.
How VoIP & CRM Integration Creates Values
One of the many benefits of today’s VoIP systems is the capacity of integrating with other business applications. According to Software Advice, CRM is one of the most popular types of software integrated with UC systems (40 percent). The customer relationship management (CRM) software helps businesses keep track of leads, prospects, and customer relations, and has witnessed a dramatic increase in adoption in recent years. Aligning the business communications system with CRM unlocks greater possibilities. The two systems complement each other, helping create an integrated workflow, streamline sales and service communications, and provide employees access to a wide range of valuable data. Here are 4 major benefits that businesses can expect from an effective VoIP and CRM integration.
1. Real-time Data Collection
Every interaction with a customer offers valuable insight into your business. With information such as inbound and outbound call details (date, time and duration, etc.), voicemail, recording, etc., employees will have a comprehensive view of a customer and easy access to the information they need to maintain conversation continuity. By analyzing these data, companies will gain deeper insight into customer interactions. Among the team, employees can share call notes and comments to facilitate advanced analytic, speed problem solving and decision-making.
2. Personalized Customer Service
Connecting VoIP and CRM together, your staff will be able to deliver a superior level of personalization by accessing comprehensive data while calling. With call pop-up providing a holistic view of customers, sales and support agents can anticipate customers’ needs in real-time. The relevant contact profiles help them better assess the context of incoming calls and come up with the most satisfactory response. For example, sales agents can use a customer’s browsing history and past purchase to predict his needs while support agents can better understand the issue a customer encountered from his troubleshooting history and past support tickets. Therefore, smooth customer engagement enables businesses to craft better and firm customer relationships.
3. Increased Efficiency and Productivity
According to HubSpot, salespeople spend 17 percent of their time on data entry, and just one-third of their time on actually selling. Before aligning the business phone system and CRM platform, communication and data are separate from each other. To link phone calls with customer details requires manual works, which is quite possible that certain calls or important information get lost or forgotten. VoIP and CRM integration breaks the data silos by tracking and recording real-time call logs automatically, thus eliminating the grunt work of looking up and entering in information. Staff members can add notes to a customer’s profile at any point during a conversation. Besides, the integration also enables employees to launch calls from the CRM system with a single click, saving time from manually dialing and eliminating dialing errors.
4. Easier Team Management
Effective integration of VoIP with CRM collects a wide range of vital data that provides valuable insights into employee performance. Supervisors and managers will receive useful, quantifiable data on each salesperson’s performance, helping them analyzing staff capabilities, optimizing requirements, monitoring daily activities, assigning workload and making necessary changes and improvements. For example, if a specific sales agent has phone calls with a particular customer that are longer than average, managers can quickly find out and take appropriate actions. It is also an effective way to evaluate business practices by tracking the most important sales and customer metrics on a long-term basis.
Yeastar’s Zoho Integration App: a Surprisingly Out-of-the-box Solution
Both service providers and their customers are exploring VoIP integration with other business systems to extend the usage. Let’s take a closer look and find out how our newly launched Zoho Integration App differentiates.
- Quick and Easy Integration Without License
When shopping around for a business VoIP provider, businesses have been attaching greater importance to the capability of supporting integration with 3rd party business applications. Some reputable vendors offer quick and easy built-in integration; some may charge extra for each integration; some include it in certain pricing plans. Compared to many other vendors, Yeastar offers an incredibly simple pre-built solution to integrate with Zoho CRM. Users can easily complete the integration by following an intuitive step-by-step guide in minutes without any painful API settings. The whole process is straight-forward and requires no license.
- Free & One for All
Besides Zoho CRM, Yeastar Zoho Integration App also supports integration with Zoho One, Zoho Mail, Zoho Recruit and Zoho Desk*. One simple integration process will facilitate the integration of them all.
* integration support for Zoho Desk is dependent on Zoho and will come soon.
- Adding Extra Values to Your Portfolio
No business can function well in isolation. It may require many systems, tools, and technologies to work out a comprehensive solution. DIY integrations are relatively rare, and the greatest percentage (42 percent) prefer to use a local reseller of a major vendor’s VoIP solution to perform integrations (source: Software Advice). Considering the wide adoption of VoIP and CRM in modern businesses, an easily deployable integrated solution that unleashes potentials and enables customers to pay less for more will win more sales opportunities for resellers and solution providers.