Remote Sales Using CRM Telephony
Connecting with customers has become an integral part of any successful business through emails, text messages, or phone calls. Customers, however, have developed a particular preference for phone calls to contact businesses they are interested in, and thus, businesses have to meet their customers’ expectations by providing them a way to do so with CRM telephony.
Some of the best CRM software that your business can make use of offer built-in telephony or a VoIP phone system. CRM telephony can do so much more than just casually answering your customer’s phone calls; it can offer a wide range of advanced call features, video calls and conferences, automated scheduling, autoresponder, and much more.
Here is how a CRM telephony can help you make connections and improve your customer experience.
1. Personalize greetings
When a customer calls your business line, you will be presented with all their information, which allows you to personalize your greetings accordingly, ask them about their well-being and situation to show genuine care, and provide a welcoming call experience.
2. Take notes
Each customer has unique needs, and so, during calls, you can take notes to record any specific needs such as shipping processes, unusual payment types, or anything else. Notes taken during a call will automatically be associated with the caller and will be presented to you in future engagements.
3. Timely follow-up
Follow-ups are important to either secure deals, assess requirements, provide additional assistance, or request feedback. However, it is recommended to limit your follow-up calls, as you would not want to spam your customers or potential prospects with unwanted or uncalled-for calls. It is always best to schedule follow-ups with the customer before ending the existing calls so they know when to expect your call again.
4. Use autoresponders
Telephony CRM or business VoIP phone systems are usually packed with autoresponders or virtual assistants. Autoresponders will accept incoming calls when all your lines are busy and present the caller with an apology message that you can personalize yourself.
It is important, though, to respond to all missed calls as soon as you are able, so no customer is left unattended. Most telephony CRM will provide you with missed call notifications and reminders.
5. Custom routing
It is vital to have customer calls automatically routed to the right department; this can be done differently. If your telephone CRM has a custom call routing feature, you should be able to configure it to route specific customer calls to support if they already have closed a deal or potential prospects and leads to your sales representatives.
Another way to route calls could be by providing separate business lines for customer support and sales, so the caller decides which department they want to get in touch with.
6. Show appreciation
Showing your appreciation to your customer’s time and patience will make them appreciate your brand more and spread the good word about your business. Cheer-full and respectful phone calls will surely make your caller’s day and encourage future engagements.
Using these practices will help you connect with remote sales and increase your customer satisfaction. Let us now present you with our top CRM recommendations that pack a built-in dialer or VoIP phone system.
1. Monday.com CRM
Monday.com CRM is one of the top market-leading CRM software. It offers inclusive customer relationship management features, in addition to project management, collaboration tools, a built-in dialer, and much more.
Some of Monday.com CRM’s top features include the following:
- Mobile CRM
- Document management
- Workflow automation
- Lead & Pipeline management
Monday.com offers five plans for its CRM software:
Individual plan: Free
The Basic plan: $8/user/month
The Basic plan includes the following features:
- Lead, contact, and deal management
- Unlimited visual sales pipelines
- Unlimited contacts
- Unlimited custom fields
- Unlimited free viewers
- Full mobile CRM
- Document management
- Full API access
- 5 GB file storage
The Standard plan: $10/user/month
The Standard plan includes everything in the basic plan, plus:
- Timeline view
- Guest access
- 2-way email integration with Gmail or Outlook
- Sales analytics
- Mailchimp integration
- Sales goals and forecasting
- Calendar view
- Automations up to 250 actions per month
- Integrations up to 250 actions per month
- 20 GB file storage
The Pro plan: $16/user/month
The Pro plan packs everything previously mentioned, in addition to:
- Customized notifications
- Marketing activity management
- Advanced permissions
- Time tracking
- Workflow and approval automation
- Advanced reports (dashboards with up to 20 boards)
- Private boards and docs
The Enterprise plan: Quote-based
The Enterprise plan is the fully-featured CRM packed from Monday.com. It includes everything in previous plans, plus:
- Enterprise-scale automation and integrations
- Enterprise-grade security and governance
- Advanced reporting and analytics
- Multi-level permissions
- Tailored onboarding
- Premium 24/7 priority support
- A dashboard that combines up to 50 boards
- 1000 GB file storage
2. Zendesk CRM
As for our second recommendation for the best CRM software, we present you with Zendesk CMR. It offers a comprehensive CRM package that provides you with rich solutions that will enhance your customer relationships and communication. It packs a built-in CRM telephony with a click-to-dial feature, and much more.
Some of its key features include:
- Sales Email Intelligence
- Native Dialer (business phone system)
- Integrations and API
- Sales Reporting and Analytics
- Mobile CRM
- Sales Prospecting
- Task automation
- Built-in click-to-dial, call recording, & power dialer
Zendesk offers four subscription plans for its CRM software:
Sell Team plan: $19/user/month
Sell Professional: $49/user/month
Sell Enterprise: $99/user/month
Sell Elite: $199/user/month
Each plan comes with a set of features, and the Elite plan is the fully-featured CRM package you can get from Zendesk.
3. Salesmate CRM
Our last CRM recommendation goes for Salesmate. It is one of the top-rated CRM software on the market, as it supports a variety of industries and all business sizes. It can scale with your business, help it grow, and grow with it.
Salesmate CRM has a built-in virtual phone system or CRM telephony that will help your reach your customer from anywhere, nourish your relationships, and refine your communications.
Salesmate CRM’s key features include:
- Contact Management
- Sales Pipeline
- Sales Automation
- Text Messaging
- Built-in Calling
- Marketing Automation
- Google Integrations
- Product management
Salesmate CRM offers four plans, each of which comes with a set of features that you can read about in our full review.
Starter plan: $12/user/month or $144 billed annually
The Growth plan: $24/user/month or $288 billed annually
Boost Plan: $40/user/month or $480 billed annually