Any business owner understands how important it is to optimize and automate work processes as much as possible. This is especially important for the sales department because it is there that it is important to fulfill the client's needs promptly. Chatbots, CRM, and other services play a huge role here, making it easier and, importantly, faster to work with the client and close the sale.
The best IP-telephony services and CRM. How to increase the efficiency of sales
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If you work with a large volume of goods, such tools as IP-telephony and CRM will be actual for you. Let's talk about them in detail.
What are the main advantages of IP telephony and CRM
- Managers do not waste time on mechanical work
If an employee has to manually record the information obtained in a conversation, it wastes the time he could have spent closing new sales or calling customers.
- The problem of missed calls is solved
Due to a large number of incoming calls, managers can't always physically have time to reach everyone at once. However, thanks to IP telephony services, you can see the total number of calls and how many were missed. After that, it's easy to call the leads that couldn't get through.
- Minimizing data recording errors
Often a manager can make mistakes in recording lead data (mostly due to workload) or simply not have time to do so. This is how your target customers can get lost.
- No time is lost for contacting a manager with an unsuitable profile
The problem is relevant for large enterprises with many departments and/or a wide assortment. Call automation also helps to solve it.
For instance, if the CRM already has a given customer and the area of his question is defined, the call is immediately routed to the appropriate manager. For those calls whose recipients are not yet entered in the CRM, the call forwarding function through the manager, who distributes the calls (or it will be carried out with the help of artificial intelligence), is used.
What IP telephony and CRM bring to your business
- Automatic fixing of calls and creation of tasks, deals, and so on
You can hardly deny that sales will be much more effective if a manager does not have to record the client's data, but it will be recorded automatically.
IP-telephony programs can automate such processes:
- Adding new clients to the database (also, the service can simply display the number of the incoming call, and the manager decides whether to enter such a contract or the call was not the target)
- For calls already stored in the database, there is a distribution of tasks/transactions assigned to them.
- Keeping a record of calls.
- Separate attention to customers who were not able to get through
In today's world, you can almost always find something to replace certain services. Therefore, it is a mistake to think that if a customer cannot reach you, he will do it again. Most likely, he is already recruiting your competitors. And they are already making sales with him because they have optimized their calls.
Not losing targeted leads is helped by "call back" reminders from online telephony, for which a certain term is given. Often such services have the ability to send reminders to employees on Telegram.
- The ability to listen to call recordings
It is very important to analyze whether managers make mistakes in their conversations with customers. To do this, it's worth listening to those recordings where the sale didn't end up happening and understanding the mistake.
We can highlight such cases when it is worth using call recordings:
- To account for errors in the manager's work. He can handle denials incorrectly, fail to notify about promotions, simply forget this or that information, and so on
- To improve the process of educating managers, such as training, lectures, etc.
- Besides the above-mentioned, maybe you should reconsider your attitude to sales, change the existing scripts, etc.
- In addition to controlling the sales department, the effectiveness of advertising can be monitored with call records. For this purpose, the marketer listens to the recordings, highlighting in the CRM those that relate to the launched advertising campaign. For example, the company is now giving a 20% discount on purchasing a smartphone to those who bring their old phone, and this marketing message was launched in advertising. Therefore, those calls in which the promotion was mentioned (even indirectly) will help in analyzing the effectiveness of such promotions.
- Helping to resolve conflicts. As much as companies would like, when working with clients, such disputable or conflicting situations have always been, are, and will be. With the help of records, you can find out if it was rudeness or unprofessionalism from the manager, if the client mixed up something, or if the call was not purposeful.
Top 5 services for your business
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Ringostat
One of the most well-known services that can be directly integrated with Google Chrome. The tool shows information about who makes a call (which ads clicked on, what pages of the site browsed, etc.). It has broad functionality, which includes basic features: call tracking, integration with CRM, and call recording, but it also has advanced analytics capabilities.
Thanks to a partnership with Google Analytics, Ringostat provides the most accurate and clear reporting: end-to-end analytics, customization, and the ability to create reports on 30+ parameters. -
Stream Telecom
The system has a basic set of functions: call-tracking, integration with CRM, call recording, feeds analytics, and others.
The advantage of this program is their speed, also special attention is paid to the quality of communication. It offers multi-channel internal lines for employees and also unites the city, long-distance, and mobile numbers of the company into one network. -
Zadarma
IP-telephony service, which has all necessary basic functions, as well as Strean Telecom, offers multi-channel internal lines and integrates with all CRM.
Advantages include affordability and high-precision speech recognition. In addition, it has a free cloud-based PBX, which allows you to create a remote phone network without reference to geography, office, or infrastructure. The PBX allows you to route calls between employees, has a recording function, and so on.
Phonet
The program is more oriented to small companies, suitable even for home use. It also has a reasonably low cost.
There is a voicemail and automatic greeting feature so that if you call after hours, your customers can get an answer and are more likely to call back later. There are reports and CRM integration.
Binotel
Also, a program for small companies with up to 50 employees. The service is budget-friendly, but this does not affect the number of features. With its help, you can combine all stationary, mobile, and IP numbers in one complex.
There are also call-tracking, voicemail, automatic greetings, and all the necessary basic functions. In addition, a small proprietary CRM is built in.
Main advantages
| Service | Main advantages | Site |
|---|---|---|
| Ringostat |
| https://ringostat.com/ |
| Stream Telecom |
| https://streamtele.com/uk/ |
| Zadarma |
| https://zadarma.com/ |
| Phonet |
| https://phonet.ua/ |
| Binotel |
| https://www.binotel.ua/ua |
Conclusions
As you know, there are no trifles in business, so every missed call in your company is a potentially missed client.
Therefore, we recommend that you still start using IP telephony services if you haven't done so before. The automation that resources offer will help you focus your sales department directly on sales, while the mechanical work will be done for them by CRM.
For large companies, such resources as Ringostat and Zadarma, one of the most popular and high-quality resources, which are time-tested and have received a lot of positive feedback about their work, will be perfect. However, if you have a small business or a startup, the best services for you are budget Phonet and Binotel.
Good sales and a good mood to you all.
