Get higher RoI on CRM with HoduCC Contact Center Software
Customer Relationship Management (CRM) software is a power house of insight for organisations that offer seamless management of huge amounts of customer data, collaboration across multiple teams, automation of daily tasks and much more– all through one tool. Due to this reason, it is one of the most sought after and popular software solutions with its usage seeing a marked increase among buyers. According to research firm Gartner, the CRM market is expected to reach USD114.4 billion by 2027. CRM is the largest and the fastest growing enterprise application software category.
But still IT departments are unsure of the best fit of a CRM, knowing well that huge spend may not be justified with performance. It can be presumed that if CRM is the data warehouse for customers, then customer contact centers should be able to harness this data to take the relationship to the next level. This mandates the use of CRM and customer contact centers in tandem. Let’s understand this in more detail.
Need for CRM integration in customer contact center software
Most CRM solutions perform one function—one click access to customer data for better collaboration and increased productivity. A seamless integration between customer center software and CRM is beneficial in striking the right chord with customers and meeting the expectations. Today’s customer does not bother on which platform you are conversing with him, all he wants is uniform experience across all platforms. He wants a customer service agent to provide personal attention and have complete knowledge of his activities.
An omnichannel contact center software empowers customer service agents to access all information from one interface, they are not required to navigate multiple screens and can focus on your customer instead. There is no missed information and room for lapses. The benefits of integration trickle down to higher business value by enhancing performance of both CRM and contact center software.
Top 5 advantages of integrating CRM with contact center software
- Better customer experience
A cohesive contact center software helps the customer contact agent to pull out all data that comes via IVR and social media into CRM from one place. The access helps him to plug in any customer knowledge gaps, ultimately leading to better customer experience.
- Motivated contact center agents
When the customer service agent has all the relevant information about the customers, he can respond confidently and effectively. A contact center agent can analyse all inbound and outbound records and plan his interactions.
- Saves time, improves productivity
One-click view of all information, helps in optimising performance by saving unnecessary time taken on flicking between different windows. This in turn increases productivity of the team.
- Omnichannel contact management
Integrated contact management software automatically lends itself to seamless customer experience. Customers derive the benefit of uniform experience across all touchpoints.
- Better control on outbound activities
It helps to control outbound activities by efficiently managing targeted sales campaigns, renewals, updation, appointment and reminders etc.
Now that we have argued in favour of integrating CRM with customer service software, it becomes important to understand why it makes sense to invest in HoduSoft’s HoduCC Contact Center software solution with Zendesk integration.
HoduCC Contact Center Software with Zendesk CRM integration
HoduSoft’s HoduCC Contact Center software with cloud-based CRM software Zendesk, is a winning solution to reap best business value from both CRM and contact center management software. The integration helps companies to easily track, prioritize, and resolve customer support interactions. Award winning HoduCC – Call & Contact Center Software is an advanced communication solution that allows companies to connect with their customers efficiently to promote business growth and improve customer satisfaction.
The integration offers smooth, personalized, and responsive support across different channels that helps in developing sustainable relationships and drive Customer Lifetime value (CLV).
Key benefits of HoduCC Contact Center Software with Zendesk CRM integration:
- Click-to-Call: Single-click calling functionality to help agents save a lot of their time
- Call Pop-ups: Call alerts to save valuable time for both the callers and the agents
- Automated Ticketing: Automated ticket generation via Zendesk CRM to answer customers’ queries promptly.
- WebRTC Standard Options: WebRTC options help to build powerful voice and video communication solutions.
- Call Dispositions: One-click call disposition facilitates agents to record the call results instantly.
- Robust Reporting and Advanced Analytics: Access to real-time reports and analytics to improve customer services.
The integration allows automated ticket generation through Zendesk CRM. The moment a ticket is generated, customer service agents can directly connect to the customer through the HoduCC call plugin. Agents can avail functions such as mute/unmute calls, call disposition, call on hold, and DTMF. The integration also facilitates a call transfer option using which the users can transfer the call to an agent, supervisor, queue, IVR, or IVR survey. HoduCC Admin configured Call Dispositions are also available for the users.
Get the power of two best softwares in one interface
Get the best of both worlds by integrating the two best-in-class softwares. This feature-rich seamless functional system can accommodate the increasing needs of the sales and support team as well as the end-users.
Call us to know more about our range of solutions which will justify your CRM investments. Call +1 707-708-4638 or write [email protected]
