As we roll into 2019 the need for customer service and speed has never been more prominent. We are in a digital age where customers demand action at the click of a button, companies that do not enhance their methods of communication are at the forefront of being left behind by more tech-savvy businesses.
The digital age has brought everything online, including speaking with your customers. This has been made possible with the expansion from emails into live chat, video conferencing, social media platforms and VoIP systems.
Here at NUACOM, we empower your business with the tools to streamline and speed up your telephone customer service. Don’t be left behind, check out these 5 system features every business should have in 2019.
CRM Integration
Most companies now work from a CRM system whether it be SalesForce, Hubspot, Pipedrive, or one of the many more out there. These CRM systems are great for storing customer data, segmenting into prospects and clients etc. The great news is we integrate with pretty much all of them. The NUACOM system takes this one step further by integrating your VoIP phone system with your CRM. Want a call to be logged automatically after an agent has spoken with a customer. Are your staff constantly trying to remember what was said to a customer, or forgot to note one small detail that the customer required? The NUACOM integration allows for the call data to be stored within your CRM. As soon as an employee has finished speaking with a customer, the call data is sent directly to the customers’ page on your CRM. No need to manually log calls which can be inaccurate. Another benefit is to match an incoming call to a customer or ticket already in the CRM system with the click of a button. This information is invaluable for managers to understand how their customers are interacting with the business.Call Recording
The recording of data has been in the spotlight over the last 2 years with the deployment of GDPR, businesses have scrambled to see what can be stored and what can’t be. Luckily, we have a system that allows GDPR compliant recordings. This along with the CRM integration further harnesses the power of the customer data you control and gives a better user experience. Some benefits include:- Listen back at any time
- Add a note to the call
- Use for training purposes
- Maintenance and creation of audit trails
- See which employee spoke with the customer
- Note the length of the call
- Datestamps for when the call was logged
- Reduce your liability with tamper proof call records.