From identifying new opportunities to delivering customer happiness
Engagebay takes customer interaction to a whole new level with the Telephony feature as a part of its Call Center CRM Software. Make and receive calls with a single click without even leaving the system by integrating with third parties. Adding call notes will help you keep track of past conversations you had with your clients. Engagebay also lets you record important calls so that you don't miss out on the much needed information from your customers. Maximize efficiency and effectiveness of customer support by integrating with applications such as Twilio, SIP, Exotel, etc.
Call any customer or prospect right from your desktop with a single click and record all your calls automatically so you can go back and analyze them whenever you need to. So the next time you need to remember the important details of a call or something you might have missed in the conversation, the information is always at your fingertips. After all, with the best CRM for calls, you can't go wrong.
Call notes from your reps hold valuable information such as key requirements, competitors in evaluation and more. Notes taken while on a call are automatically added to the interaction history of the customer who called, allowing reps to go back and reference key points from the call. This feature is yet another integral part of the best call centre software for small business.
Deliver accurate information every time by using EngageBay Call Scripts. Call scripts contain every word that needs to be spoken by the representative in any given situation, or act as a basic outline that representatives can follow to ensure that they never fall short of words in a conversation. These scripts help productivity by reducing training time. These scripts can also limit errors by ensuring that the talking points are always on the agent's mind.
Use EngageBay’s Call Broadcast feature to automate the process of dialing numbers. Unlike manual dialing, it auto-dials the phone numbers of a selected list of contacts on behalf of the agents. This automated dialing system eliminates the various call constraints such as misdialing, excessive wait times and call drops, etc. EngageBay Call Broadcast is widely used across many call centers as this significantly increases agent productivity.
When running a call center, you need automated software to speed up your manual operations. EngageBay gives you the ability to route calls to different people and locations depending on a variety of factors. Create routing rules to manage your outbound/support calls. Also set up different routing instructions based on your schedule.
The EngageBay support ticket system lets you create a new support ticket each time someone calls for support. The Service Bay acts as a shared inbox for all your customers’ questions and concerns. Track every customer interaction in one place so your support agents can provide great customer experience each time. A support ticket system allows support teams to streamline customer communications in a single ticket, all within an organized workflow.This leads to quicker resolution of individual support requests.
Create custom tags for your business and run a call broadcast on contacts with specified tags. Add tags such as 'Unanswered', 'Voicemail', etc. and run automated call broadcasts. This eliminates constraints like re-dialing. EngageBay Call Broadcast is widely used across many call centers as this significantly increases agent productivity.
One call center might work for different online merchants, telemarketing companies, computer product help desks, etc. To avoid confusion and to redirect calls to the right help desk,one can create groups depending on skill, issue, product, department, etc. and organize agents in different ways, such as areas of expertise location, or departments. Create groups for sales queries, technical issues or billing related support, etc. and automatically direct incoming support calls from customers to that corresponding support group.
Get all possible metrics of hourly tickets, the number of chat sessions per day, calls made/answered by each agent and create an awesome report. Know how quickly your support team is responding to your customers and set average response time goals. See all your tickets, agents and groups that these tickets are assigned to, right on your dashboard, Manage your data constantly with advanced analytics, metrics, and reports for more continuous growth.
Get your call center CRM to sync anc work with different business tools to work as one single software.
Now make calls and also view call logs on your desktop as well as your different mobile devices
Lower the risk of missing out on important incoming business calls by automating the process.
Track calls to individual Sales Team members as well as the number of closed deals. This reduces the risk of confusion
Have all the information about the customer and your team's previous communication with him at your fingertips before you make a call
Optimize manpower resources by enabling IVR for routine calls such as general enquiries or feedback
Distribute your leads on the basis of lead quality and who is available.
Call leads based upon their activity on your website, such as the page visits, time spent on page, form submissions, etc.
Record your missed calls and voicemail and enable automated follow-ups
Now make calls and also view call logs on your desktop as well as your different mobile devices
Identify and understand about the calls made to leads both in real-time as well as historically
Stop paying thousands of dollars to dozens of marketing, sales, and support software. Experience the world's most affordable, unified software. EngageBay's all-in-one CRM software is the most comprehensive solution for your business.
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Got Questions? We are here to answer them
A Call Center CRM System is a defining application for the purpose of delivering superlative customer experience and service by connecting customers to an organization's customer service team through a unified platform. Enjoy seamless access to customer information and communication history to assist your customers promptly with the call center CRM solution. Additionally, update necessary customer information in your CRM as and when required to facilitate a truly personalized and enriching experience.
Managing customer data on the go can be complicated for call center agents. Imagine a scenario where you have a customer on the phone asking you multiple questions that you're trying to note down while simultaneously looking for the customer's purchase history. Moreover, at the same time, your manager wants you to find out whether the customer has a VIP status on account of purchases made, thereby rendering him eligible for special attention. How do you manage to do everything at once?
In comes CMR software. As you may all know by now, CRM stands for customer relationship management. CRM software is a highly organized and exhaustive database of your customers. It allows you to be extremely meticulous by enabling you to keep notes, purchase status, last contacted date, historical data of purchases made, and much more for every customer. This data gives you deep insights into each and every customer's needs and potential purchase possibility.
The Call Center CRM platform integrates this customer database with the functionality of a contact center. Without CRM capabilities, it gets extremely arduous to handle customer support or purchase requests. With the power of a Call Center CRM, an agent engages telephonically with a customer and can track customer communication activity efficiently from a unified, single user interface. The use of CRM call center software provides great value and efficiencies.
A robust Call center CRM software can seamlessly integrate with other software systems such as ticketing,purchasing, sales and/or support software. This level of integration facilitates a holistic view of the complete customer journey.
The CRM platform organizes and streamlines a business’s communication and interactions with its customers. The CRM acts as a customer database and enable a holistic, 360-degree view of the customers to help your Sales Team to deliver enhanced customer experience and thereby, boost sales. Additionally, better call center management in the CRM assists in improving sales management, bringing in more customers by wayr of efficient marketing automation and subsequently increasing business revenues.
Importantly, a Contact Center Software helps your Sales Team to connect better with the customers through a unified platform. The software helps direct customer inquiries to the best resource in the team by streamlining the flow of incoming calls, messages, emails, and social media communication. Additionally, a Call Center Software can further be instrumental in automating call dialing, increasing the volume of live chats with the customers and managing overall communications.
However, it is important to select the right Contact Center CRM for your business for optimum productivity and increased sales.
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