Why You Should Integrate Your CRM with Your Phone Answering Service

May 17, 2018

Whether you are an e-commerce business, a legal or small business service provider, receiving customer calls is part of your industry. However, when your business starts growing, caller volume increases as well. If you think of the customer’s perspective, nobody likes to be put on hold for a long time. What should you do then?

Keep Calm And Integrate

Get a phone answering service and combine it with your customer relationship management (CRM) system to make the most out of it. A CRM is a technology which manages your company's relationships and interactions with customers and potential customers. Phone answering services can submit names, numbers, and call notes to your CRM.

CRM integration with your phone answering service helps you to retain leads, prevent abandoned shopping carts, and improve customer service. Leading CRMs like Salesforce, HubSpot, Zoho, SugarCRM, and Microsoft Dynamics can integrate with some phone answering services. Here are some benefits of combining your CRM with your phone answering service. 

Benefits of Combining CRM with Phone Answering Services

1) Increase employee productivity

Efficiency of your internal staff is drastically increased by integration of the two systems. Employees don’t have to waste time when receiving calls and  hot leads. An answering service agent takes down your caller’s name, email, phone number—whatever information you’ve asked for and enters it into a form which connects with your CRM. This can also include a call type, so you can easily separate your support calls from your sales calls, for example. Without a phone answering service, you or someone in your office would have to receive that message and manually transcribe it into your CRM. 

2) Better customer service

CRM is concerned with the creation, development and enhancement of individualized customer relationships with carefully targeted customers and customer groups. Through the data you receive from CRMs, you can better learn what your customer's needs are and how you can better serve them with your services. Most customers who use a CRM have increased customer satisfaction because they are getting exactly what they want. When calls are transferred to your staff, they will be better equipped to understand the needs of your clients and can close the deals faster than before. 

3) Improve data Reporting

Virtual receptionists make sure that you get high quality data input in your CRM. With an integration, your reporting becomes more complete and gives you more valuable insights. With a CRM integration, you’re in a better position to make the right decisions for your business. Some receptionists also manage customer interactions across multiple channels like phone, email, chat, social media, etc. Information from all the sources can be compiled from various touch points and added to your CRM. You don’t need to ask your customers to repeat themselves the next time they call you and you can automatically track their feedback.

Combine Your CRM with phone answering services Today

Free your staff from monotonous and repetitive data entry task every time a customer calls. A large number of unqualified customer calls strain your business efficiency and it becomes difficult to capture leads. 

Use qualified lead data to drive your business growth. Take strategic customer-oriented decisions through CRM analytics and maintain better relationships with your customers. Keep them happy and they will stay loyal to you. Ultimately, this nourishing integration lets you manage your leads cost effectively with valuable data in hand.

Abby Connect Virtual Receptionists is a phone answering service that submits caller information to various CRMs. Abby Connect's account managers will discuss options during their account set up. Try out Abby's answering services during a free, no obligation 14-day free trial. To sign up for the free trial, fill out the form below. 

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