Can CTI Salesforce Make a Difference in Your Business? Check This.

Undeniably, Salesforce is the most popular and powerful CRM  that has paved several ways for businesses to transform their various business processes. To use Salesforce to the fullest and extend its capabilities, users integrate various solutions from AppExchange based on their requirements and use cases.

Surprisingly, the best integrations turn out to be game changers, making a huge difference in traditional ways of operating in different departments. Apart from saving your time, they can also help you reduce your effort and revolutionize the most crucial aspect of a business, i.e.,  communications.

In a business, everything starts with communication, and if Salesforce communications are mishandled, it can cost you a loss of business opportunities. That’s why it is essential to be quiet in every kind of interaction in the best possible manner, whether through texting or calling.

This makes CTI Salesforce integration an essential move if you want to handle call operations exceptionally.

In this blog, we will discuss what telephony integration with Salesforce means and why it is crucial for businesses. We will also discuss how CTI integration through 360 SMS can make a difference in different departments of your firm.

What is CTI Salesforce Integration?

Integration of CTI in Salesforce is a process of connecting telephony and Salesforce so that users can perform various call operations in Salesforce and make and receive calls.

With a native application for integration, users can ensure that they do not switch between different systems while performing call operations, which helps to boost efficiency and productivity.

Why Choose CTI Salesforce Integration?

There was a time when CTI adaptor programs were used to get calling capabilities in Salesforce. But things have changed now due to telephony integration with Salesforce.

With an advanced CTI integration solution like 360 SMS, users can conveniently get advanced call management capabilities in Salesforce to increase their call interactions, on-call closures, customer satisfaction, and more.

360 SMS CTI Salesforce for Sales and Support

Sales

Quick Customer Assistance:

CTI allows sales teams to swiftly transfer calls and arrange call conferencing to clear doubts, aiding customers in making purchase decisions promptly.

Efficient Dialing:

Features like click-to-dial and power dialing streamline the dialing process, saving time and enabling faster outreach to prospects for the sales team.

Enhanced Team Collaboration:

With CTI, all team members can access customer information, ensuring seamless sales interactions even if the designated sales rep is unavailable.

Insightful Sales Tracking:

CTI offers detailed insights into sales activities through call recording and logging, providing valuable data to analyze and optimize sales strategies.

Performance Monitoring:

By tracking key performance indicators (KPIs) such as call duration and conversion rates, managers can assess individual and team performance, identify areas for improvement, and provide targeted coaching to improve sales count.

Support

Smart Call Routing:

360 SMS CTI supports intelligent routing that allows you to configure predefined criteria to route incoming calls automatically to the most suitable support agent based on factors like expertise, language proficiency, or previous interactions. This feature enhances efficiency and customer satisfaction by eliminating the need for customers to navigate through lengthy menus or wait on hold.

Programmable Voicemail:

With CTI, support agents can set up programmable voicemail messages that provide context for rejected calls by agents due to their busy schedules. These voicemails can include reasons for rejection and timelines to expect a callback from a firm to keep callers informed. This way, you can ensure that customers feel valued and informed even when immediate assistance isn’t available.

Self-Service IVR:

Interactive Voice Response (IVR) in CTI offers callers a range of self-service options, which is a significant advantage. Callers can help themselves with activities such as checking account balances, tracking orders, or troubleshooting common issues. By empowering customers to resolve simple inquiries independently, IVR reduces call volume, shortens wait times, and frees up agents to handle more complex cases.

According to Research Nester, by 2036 end, the IVR market is projected to exceed USD 9.6 billion. 

Instant Caller Information:

Upon receiving an incoming call, CTI automatically retrieves and displays relevant caller information, such as previous interactions, purchase history, or unresolved issues. This real-time access to customer data enables agents to personalize their responses, anticipate customer needs, and deliver a more seamless and tailored support experience.

Call Interaction Management Tools:

Call notes and disposition to prioritize necessary actions and calls before or on due dates to ensure timely actions and maximize customer satisfaction. Agents can use these tools to record important details about each call, categorize calls, and prioritize follow-up actions accordingly. This systematic approach helps teams stay organized, track progress, and ensure no customer queries go unresolved.

Training for Better Support:

Every team needs the right direction to perform in the best manner, and this is what managers can do with the help of CTI Salesforce call recording, monitoring, and whispering capabilities. Managers can barge in and listen to the ongoing live conversations, whisper to get the agents or listen to the call recordings later for detailed feedback. This way, they can find out the scope for improvements and offer appropriate assistance and training required for continuous support and agents’ growth and development. 

Conclusion

The better you perform on calls, the more satisfied your prospects and customers are. 360 SMS enriches you with advanced CTI Salesforce capabilities that allow you to change your sales and support operations drastically. Whether it is about providing proper training and guidance to sales and support agents or improving first-call resolution by resolving customer queries faster,  you have it all with 360 SMS. You can be more innovative and productive with your call interactions and close more deals. Ready to upscale your call interactions for effective Salesforce communications? Connect with us at care@360smsapp.com or click here to contact us.