Better CX: 5 ways to leverage integrating Salesforce with CCaaS for customer support
2 min
When people receive first-class customer service, they feel positive and get warm vibes towards your brand, which is what good customer experience (CX) is all about. Delivering top-tier CX will help you to boost customer loyalty and retention.
Conversely, if customers do not receive high-quality service and support – i.e. slow responses, call queues, and unprepared agents, they are more likely to have negative feelings towards your brand.
In other words – if you want happy and loyal customers, then CX should be one of your top priorities.
Call Center managers who sustain high service levels in customer support, know Good CX means faster response times, shorter call queues, and proactive agents who are fully prepared with all the necessary information at their fingertips.
And guess what? As the title of this article suggests, combining a contact center solution (CCaaS) with Salesforce ticks all of these “good CX” boxes.
The power of Salesforce and CCaaS integration
The main goal of combining your Salesforce CRM with a good CCaaS is empowerment. When it is done right, the integration will empower your contact center employees to provide consistently high-quality customer support and service.
A recent IBM report revealed that 90% of professionals state that the top two reasons for using Salesforce are customer retention and customer acquisition. Learn more about how to boost customer retention using Salesforce. Research conducted in 2019 also shows that more than 76% of customers still prefer to receive customer support by phone than other mediums.
Therefore, when you connect a CCaaS solution that offers a wide range of calling features, including call routing, automated logging, and click to call, it will have a big impact on your CX results.
5 ways to leverage Salesforce and CCaaS to improve CX
1. Shorter call queues
Integrating Salesforce with your contact center software helps to reduce call queues in the following ways:
Less time wasted – Automated features such as click-to-call and automatic information retrieval, makes your contact center agents much more efficient, thus increasing the number of customers they can serve per hour.
More agents available – You can hire customer support agents from anywhere in the world, as they can login to Salesforce and your contact center solution remotely. This will make it much easier to recruit new agents and you can scale your contact center operations up and down as needed.
2. Improved communication
Good CX relies on good communication.
The last thing you want when a customer calls up for support is for an agent to put them on hold while they look for information or, worse still, they can’t find the data they need and need to terminate the call.
Combining the Salesforce CRM means that any relevant data and notes stored in the database will pop-up on the agent’s screen, so there is no break in the communication. Customers will appreciate the smooth process and will have positive feelings about the experience.
Agent satisfaction is also important, because happy agents deliver better CX and it will reduce staff turnover. Good staff retention can be quite difficult to achieve when it comes to contact center agents. Avoiding the stress of jumping between apps and systems, will improve your agent’s overall working experience and job satisfaction.
3. More focused customer support
An obvious benefit of combining your CRM and contact center software is that you can gather more data on call efficiency and performance, which allows you to do in-depth analysis, gain valuable insights, and implement workflow changes.
For instance, you may discover that your agents spend too much time looking for specific product specification details. In this case, you can add links to the relevant information in your CRM for customers that purchased those items or include the details directly in the customer profile.
4. Enhanced KPI tracking
Reliable KPI data that is automatically captured and stored can help you to achieve and maintain good CX. Automatic capture of clean data means you can base your business decisions on accurate reporting rather than relying on guesswork or patchy, manually recorded data.
A couple of examples of KPI metrics that you can track and monitor when you combine CCaaS and Salesorce include:
Occupancy rate – the percentage of time that agents spend actively assisting customers. This metric relies on measuring time spent on calls, plus any other workflow steps such as note taking, and idle time. Research shows that the ideal occupancy rate is between 75 and 85%, as occupancy rates higher than this can lead to agent burnout.
Customer satisfaction (CSAT) – a quick survey at the end of the call or an SMS follow-up message can capture CSAT data, which can be stored in the CRM and cross-referenced with customer segments. The target CSAT depends on your industry, but typical rates are between 10 to 30%.
5. Connect Salesforce and CCaaS easily with an API
The good news is that connecting Salesforce with your contact center solution doesn’t need to be a time-consuming chore. PhoneIQ can integrate directly with Salesforce using a handy API tool that allows you to plug in the PhoneIQ console and use it directly with Salesforce.
Everything will sync automatically once the API is installed, a process that takes minutes, rather than hours. You will get a seamless data flow between the voice calling features of PhoneIQ and the Salesforce CRM which will help you to achieve higher levels of CX.
Summary
If you want to drive up customer retention rates and grow your business, then CX should be a key focus.
The good news is, providing first-class customer experience has never been easier.
These days, you can easily integrate VoIP (voice over internet) contact center software with Salesforce CRM which will help to streamline communication, reduce call queues, and offer an all-around better service.
Find out how PhoneIQ can integrate seamlessly with Salesforce and boost your CX. Request a demo today.
