VoIP Integration with CRM: Everything you need to know!

This blog is originally published at TeleCloud on October 25, 2021

Did you know that when you combine VoIP and automation, you get the best results? The combination of VoIP and CRM results in more leads in the pipeline and more queries to handle.

It is important for your business to integrate VoIP integration in order to customize the workflow and to build versatility. Businesses like sales and call centers are dependent on doing lots of manual work, which is prone to error. That’s where VoIP Integration with CRM comes in.

→ VoIP and CRM Integration

1. What is VoIP integration with CRM
2. What is CRM?
3. Advantages of VoIP and CRM integration
4. Choosing the right VoIP System for CRM Integration

Let’s discuss these points in detail:

1. What is VoIP integration with CRM?

For businesses, VoIP integration opens up a whole new world of communication. It allows you to synchronize different tools with the phone system; this reduces manual work.

The advantage of the VoIP phone system is that you can easily integrate it on the laptop, mobile phone, and laptop. With this infrastructure, you can easily transmit your voice over the Internet using an electronic device that has an Internet connection. Here’s how every call and text automatically saved into CRM:

VoIP integration enables you to switch between tools and synchronize information between them. Using this technology, companies can also take advantage of various functions that come with manual processing.

2. What is CRM:

CRM, Customer Relationship Management, is a tool used for recording potential customers’ data based on their previous interactions with businesses. When VoIP and CRM are integrated, the information gets automatically synced between the tools, giving teams the ability to find and search anything they need.

Telesales companies who deal with customers over the phone can use this integration. Using it, they can record details and interactions effectively with clients.

→ Advantages of VoIP and CRM integration:

Syncing the VoIP and CRM integration will streamline the sales process. With integration, handling customer queries is also easier when the agents have access to their own data. Listed below are a few benefits you should look for when integrating VoIP and CRM:

• Effective Data Collection
• Real-time data calling
• Improved customer experience
• Scalability
• Low operating costs
• SMS and Automation services

a. Effective Data Collection:

With integration, data can be recorded from start to finish in an organized manner. This is more convenient for the sales representatives as the detailed information will help them tailor their pitch accordingly. The details are automatically synced between your CRM and phone system. This is how a call center with CRM works:

• Utilizes the customer’s name and number to make a call
• Enter the data in the CRM
• Organize all the requests and complaints
• Now, take follow up on the call without having the need to consult the separate directory

b. Real-time data calling:

Businesses gain valuable insights from every interaction with customers. Sales representatives, for instance, can locate what potential customers are looking for using the phone, resulting in more sales..

VoIP-CRM integration eliminates the need for agents to manually enter notes for every call and record information like the phone number and the time of the call.

The integration also helps in tracking other aspects of the call like whether the call came from a landline or cell phone, and if it was a video or voice call. All of this information can be useful for getting insights from customers and improving the overall experience.

c. Better customer experience:

With CRM integration, sales and support agents can stay in touch with customers in real-time. CRM integration directs agents to the incoming caller’s profile, so they can focus on talking to the customer, rather than searching for information on hold.

This saves the agent time and also allows them to focus on talking to the customers rather than searching for caller data.

The CRM integration allows support agents to see a customer’s past support tickets and troubleshooting history. This reduces customer wait times and increases customer satisfaction.

d. CRM integration offers scalability:

Companies that experience huge growth in customers need a sophisticated phone system to handle increased call traffic. Hence, combining your CRM with your VoIP system will provide seamless scalability.

In addition, you do not have to worry about installing the new technology or overloading your employees. Instead, you can use your existing system, integrated with the CRM to handle more phone calls.

e. Low operating costs:

As a result of the integration, your operational costs are reduced significantly as you no longer need to purchase two different software packages. VoIP phone systems with native CRM integration will save you from having to purchase yet another piece of software.

Additionally, the VoIP phone system allows your employees to manage everything more efficiently. This increases productivity and reduces unproductive time.

Related Read: How to Make Sure you are not overpaying?

f. SMS and Automation services:

SMS is another feature you can use with the integration. SMS allows you to have a better conversation rate with an operating rate of over 85%.When you synchronize your VoIP phone system with your CRM, you can access several features and functionalities, such as:

• Click to Text Icons: You can access the click-to-text icon with every contact. On a busy day, having a click-to-text button next to every contact can be a helpful shortcut.
• SMS automation: You can use SMS automation to send text messages to your contacts whenever a condition is met. This way, you can send automated text messages as a part of the follow-up process.
• Bulk SMS: If you want to get involved in SMS marketing, bulk SMS is a very impressive functionality of VoIP CRM integration. With bulk SMS, you can send marketing messages and promotional messages to bulk contacts.

4. How to choose the right VoIP system for CRM integration:

Investing in an authentic and reliable VoIP provider can be a game-changer for all your business communication needs. TeleCloud offers a cloud-based VoIP solution with integration to various apps. Their features include:

• Click on the call and text icons in the CRM account
• SMS automation campaign
• Automatic saving of calls and SMS
• Access to the detailed call analytics

Customer service:

Businesses often associate VoIP with videoconferencing, because sales managers and senior staff use this technology to communicate with clients. However, VoIP can also benefit customer service.

It lets staff converse with consumers just as they would via a landline phone. Integrating VoIP with CRM makes the process even more effective. Using VoIP-CRM integration, staff members can check call logs and add notes to a caller’s account during a conversation, which helps them resolve issues more quickly.

→ Here are some questions answered to clarify your queries related to VoIP-CRM Integration:

1. What is the need for CRM integration?
2. What is CRM Software?

3. RM in VoIP — what does it mean?

4. Is Salesforce compatible with VoIP?

5. Which CRM integrations are a must-have?

Qn1: What is the need for CRM integration?

CRM is the most effective tool for phone integration, team communications, helpdesk integration, and more. Adding VoIP technology to a CRM system will enhance the functionality of the overall solution and boost employee productivity.

The integration also enables the collection of customer transaction activities and histories, which creates more data for targeted marketing and selling. Moreover, such integration provides businesses with accurate tracking and extensive forecasting capabilities because it is based on real-time customer data.

Qn2: What is CRM Software?

CRM is defined as customer relationship management and is a software system that enables business owners to manage their relationships with clients. CRM (Customer Relationship Management) systems serve as a hub for organizing and analyzing audience data. They give you all the tools needed to collect and manage information about people you want to be in touch with.

Qn3: RM in VoIP — what does it mean?

The integration of VoIP with CRM will take telecommunication technology to another level of efficiency and productivity. By integrating VoIP and CRM, the process of linking call records with customer information has been automated. With a click of a button, clients can now be called and their call histories can be viewed.

Qn4: Is Salesforce compatible with VoIP?

With this Salesforce integration, you’ll be able to make VoIP calls directly from your Salesforce online dashboard and have them automatically logged. The integration connects seamlessly with your Salesforce dashboard, enabling your agents to instantly access Salesforce CRM data for inbound calls. That means if a prospect or customer is on the line, your agent will be able to see their entire account history, including purchases they’ve made and previous calls that they’ve logged, and the issues that have been addressed.

Qn5: Which CRM integrations are a must-have?

• Email Integration: One of the most important CRM integrations is the integration with a Gmail or Outlook account, so you can send work-related emails directly from your CRM.
• Calendar Integration: CRM calendar integration enables entrepreneurs and managers to generate more revenue by being able to plan and execute their customer engagement strategies more effectively and make better-informed decisions about their events and appointments. This is a powerful and versatile solution as calendar events, appointments, and travel dates can all be accessed from one platform.
• Social Media Integration: Integrating CRM with social media channels is a powerful way to establish meaningful relationships with customers. CRM-social media integration involves syncing CRM data with social media updates about customers to better understand how they interact with your website, landing pages, and social posts.

By integrating CRM software with different apps, your sales team can be more productive and your business will be more profitable.

Are you interested in learning more about TeleCloud VoIP phone integration with CRM software? To get a better idea of the native integrations we offer, arrange a demo call with our team of experts.

If you are interested in learning more about what we offer, we invite you to contact us anytime at inquiries@telecloudvoip.com. We would love to hear from you!