In a business environment, everything revolves around customer satisfaction. This is a primary goal that every business aims for, even before sales.
How CTI Integration with Salesforce Fosters Better Call Handling
But to satisfy customers is one of the tough nuts to crack. It takes a lot of effort, time, and consistency to keep a customer happy.
No matter through which channel a prospect or customer has reached your brand, seamless and quality experiences with your brand should be top of mind.
Call interactions have always been an essential part of business communications.
So, your calling agents must be equipped with adequate resources and tools for better call handling.
CTI Integration Salesforce is a productive move that helps to handle calls like never before. salesforce cti
So, let's find out how Salesforce CTI integration helps manage calls better.
CTI integration with Salesforce for Better Call Management
Access Caller Information Before even You Pick Up an Incoming Call.
One crucial thing that hampers the calling agent's ability to handle calls better is no information about the caller.
Without knowing who the caller is at the other end, it's difficult to personalize conversations.
Also, agents have to start a conversation from scratch due to no information about the previous interaction.
With Salesforce CTI integration, agents get a pop-up whenever a call comes in and fetches all the data about the caller, including notes of past conversations (if there are any).
Thus, agents can pick up the conversation from where a caller left and greet customers with their first names for personalization.
Eliminate the Need for Multiple Calls by Callers
How would you judge if a call is handled well or not?
Again it depends on the customer satisfaction level.
If a caller is satisfied with the interaction, then definitely the call went well.
And for this, you or your calling agents should resolve their queries faster or even on a single call.
CTI integration with Salesforce enriches you with multiple advanced capabilities and using those, you can improve FCR.
You can add the relevant person to the call or transfer the call to the concerned department through call transfer and conferencing, eliminating the need for multiple calls by the caller.
Take Necessary Actions before Due Date
Another important thing a calling agent can do to manage a call is to take necessary actions based on the call discussion on or before time.
Choosing the best CTI integration with Salesforce, calling agents can easily do that. They can take notes while on call and add a due date for a particular action.
For example, if a client asks to call after 6-7 days, an agent can add a due date for the next call and then make a call before or on the due date. This would help agents to take intended action without a miss.
Conclusion
An ultimate CTI integration with Salesforce provides users with a complete feature set that helps to reduce manual tasks, manage calls better, and improve efficiency.
More importantly, calling agents can add convenience to their callers by connecting them to the right teams and resolving their issues over a single call. Also, they can forward calls to multiple numbers to avoid missed calls and missed opportunities if required.
This way, agents can deliver superior quality experiences to their callers and increase customer satisfaction.
