A Telephone Solution for Sugar!
By Sarah Meyers
Whether it’s about transferring calls or answering simple customer queries, handling phone calls can be a challenge for many companies. Every business, no matter what its size or type, must deliver precise and instant customer support to meet the growing expectations of the customers.
But it is easier said than done to respond to customers 24 hours a day, 365 days a year. This is why businesses are now turning to information technology (IT) to help keep their employees focused on work – not answering calls all day.
As most of the customer queries come through phone calls, adopting an Interactive Voice Response (IVR) with Customer Relationship Management (CRM) solution has become the need of the hour.
Say Hello to IVR
By automating the support and service process, IVR applications allow customers to serve themselves without the need of speaking directly with a live agent. This enables businesses to handle their customer requests, answer their questions and transfer their calls to the most appropriate agent.
By integrating a CRM with IVR, businesses can leverage on multi-channel customer service to enhance the overall experience of the callers. This provides real-time access to customer record and information while handing their requests at the same time. As a result, this increases the likelihood of satisfying customer’s needs and requests as quickly as possible.
The instant communication of IVR applications enables callers to conveniently find a solution to their query. If necessary, calls can also be transferred to relevant customer support agents or other department for further assistance.
When Every Call Counts
By offering a seamless integration between Twilio’s Telephony and SugarCRM, RT Telephony has made it easy to establish a secure connection with the customers. The click-to-call feature of RT Telephony enables you to make inbound and outbound calls from any SugarCRM module with a single click. These calls can also be made via multiple channels, such as Web, Desktop, and Mobile apps, using a microphone and speaker.
Its features, such as Pop-up Call Notification, Auto-call Distribution, Call Recording and Phone Directory Support, make communication effective with the customers. As every call makes a difference, this leads to improved level of customer satisfaction.
RT Telephony offers IVR systems to help keep the employees focused on their own work – rather than handling all customers’ requests and queries. On the basis of employee’s availability, it helps you forward the calls in the right direction to the right person.
With RT Telephony, customer interactions are managed in a simple and effective way. As a result, an integrated IVR SugarCRM solution can help businesses deliver a pleasant and effective experience for the customers.