How important is the phone to your business? Even in this era of digital native disruption, of messaging apps and chatbots, of generation mute, it’s more than likely that the humble telephone has a place in your day-to-day operations. It might be a service or support line; it might be for your inside sales teams; whatever you use it for, voice is a vital link to your customers.
That said, at a time when every message, every email, can be automatically tracked and stored against accounts in a CRM system, telephone calls are oddly separate. While some systems can measure time spent on calls to customers, there is often a gap between the minutes on the phone and capturing that against accounts. Generally speaking, the emphasis is on the customer service agent or salesperson to manually update records.
Human workforces are vital to providing a high-quality customer experience. Our ability to empathise, to engage and to problem solve should not be replaced by technology. Yet we are only human, and capable of errors, of putting things off, of not completing records fully – all of which can hamper the level of experience a customer receives next time. According to one study, 79 percent of salespeople regularly spend time during their workday inputting the same data into multiple systems, which increases the risk of human error affecting data quality.
There needs to be a way of capturing information about a call automatically and linking it to the right customer accounts.
A global business phone system
That’s where Natterbox comes in. We’re helping organisations deliver high-quality service through the efficient and effective integration of voice into their digital customer communications. By managing voice calls through our platform, companies like Virgin Wines, wellness business Urban Massage, GroupOn and Legal & General are improving employee productivity, capturing more insightful, robust data and delivering better customer experiences.
We are a cloud phone system – a Voice over IP (VoIP) telephone system for businesses is hosted off-premise. VoIP has come a long way since the unreliable iterations of a few years ago – now, it’s as good as any fixed line connection. This means users can access it on any device anywhere in the world – whether through a PC, mobile, or VoIP device. This replaces landlines, helps reduce costs, save time and provide scalability and agility as organisations grow.
What’s more, unlike other systems, we own our cloud technology (or PBX) – so if something needs sorting out, we can deal with it straight away, rather than having to liaise with a third-party provider.
Voice calls are made, tracked and captured through Natterbox, which is fully integrated with our customers’ CRM system.
In fact, as we only operate with one CRM provider, it’s highly likely that the Natterbox app is just a click away from you too.
The phone system for Salesforce
In 2017, we became the first global business phone system to be 100% integrated and managed entirely within Salesforce.
We only work with Salesforce, and we are the only telephony vendor to be totally focused on the Salesforce platforms and ecosystems. That means whether you’re on Sales Cloud, Service Cloud, Community Cloud, Force.com or Omni-channel, you can have access to Natterbox almost instantly.
That’s making calls straight away, connecting them with your existing accounts, giving you confidence in your data and freeing up your agents and sales people to spend less time on admin and more time creating value for customers.
Natterbox and Salesforce – winning together
This is just the first in a series of blogs looking at integrating voice into your CRM practices. Next time, we’re going to be looking at how you can combine Natterbox and Salesforce to winning effect.