CRM Unified Communications: 5 Things You Need To Know

With the rise of digital transformation, many businesses are turning to Customer Relationship Management (CRM) systems to manage customer data. However, a Unified CRM system is only as good as the unified communications (UC) platform it’s built on.

Defining CRM Unified Communications

A CRM unified communications system is an all-in-one platform that integrates UC features, such as instant messaging, presence, telephony, video conferencing, and call center capabilities with a CRM system. This allows businesses to manage customer interactions and data in one place.

Also, a UNIFIED CRM system gives businesses the ability to have a complete view of the customer journey, from the first point of contact to post-sale support.

Here are five things you need to know about using a UC platform for your CRM system:

#1. Improved Customer Service

The most important thing for any business is providing excellent customer service. With a Unified CRM system, businesses can offer their customers a variety of channels to reach out, such as voice, chat, email, and social media.

This gives customers the ability to reach out through the channel they are most comfortable with and get the help they need in a timely manner.

In addition, businesses can use UC features, such as call recording and quality management, to monitor customer service interactions and ensure that they are providing the best possible experience.

#2. Increased Productivity

A UNIFIED CRM system can also help businesses increase their productivity by streamlining processes and giving employees the ability to access customer data from anywhere.

For example, if a customer calls into the call center, the agent will be able to see the customer’s history and any relevant information that can help with the interaction. This allows agents to provide a better customer experience and resolve issues more quickly. In addition, businesses can use UC features, such as instant messaging and video conferencing, to collaboration between employees.

This can help reduce the need for face-to-face meetings and save time.

#3. Increased Sales

A Unified CRM system can also help businesses increase their sales by giving employees the ability to connect with customers in real-time.

For example, if a customer is browsing the company’s website and has a question about a product, they can use the chat feature to reach out to an agent.

This allows businesses to provide answers quickly and efficiently, which can lead to more sales. In addition, businesses can use UC features, such as video conferencing, to give sales presentations or demonstrations.

This can help close more deals and increase revenue.

#4. Better Customer Retention

Another important thing for businesses is customer retention. A Unified CRM system can help businesses keep their customers happy by giving them the ability to reach out through multiple channels.

For example, if a customer is having an issue with a product, they can reach out to the company through chat, email, or social media.

This allows businesses to resolve issues quickly and efficiently, which can lead to happier customers and reduced churn. In addition, businesses can use UC features, such as call recording and quality management, to monitor customer service interactions and ensure that they are providing the best possible experience.

This can help reduce churn and keep customers coming back.

#5. Reduced Costs

Finally, a Unified CRM system can also help businesses reduce their costs by giving them the ability to use a single platform for all of their communications needs.

For example, businesses can use the same platform for their telephony, conferencing, and CRM needs. This can lead to reduced costs and a simplified infrastructure. In addition, businesses can use solutions like Talygen’s crm unified communications solution for Business Process Automation to automate tasks like customer follow-ups and appointment scheduling.

This can help businesses save time and money by eliminating the need for manual tasks.

Overall, a Unified CRM system can provide numerous benefits for businesses. By providing a single platform for all of their communications needs, businesses can improve their customer service. The UC features, such as instant messaging and video conferencing, to collaboration between employees. This can help reduce the need for travel and save money.