Inbound and outbound VoIP calls contain a wealth of data that you can use to create actionable business plans to propel your company forward. Using insights gleaned from VoIP call data, your organization can delight customers with proactive engagement strategies and help keep your teams working together toward common goals.
Today’s VoIP phone systems contain tools and features that allow business and sales teams to drill down to the heart of what customers want and what workers need. Here are four ways VoIP call data collection can help your organization stay competitive in today’s changing consumer marketplace.
Gather actionable customer intelligence
The key to providing an excellent customer experience lies in collecting actionable customer intelligence. VoIP phone companies like Phone.com offer a number of features to help your organization gather inbound and outbound call data so you can design marketing strategies that convert callers into customers.
Call recording files are a goldmine of data that provide insight into customers’ questions and complaints, identify sales pain points and can be used as a training tool for new team members. Call recordings also help businesses monitor calls for quality assurance so your callers receive top-notch service every time.
Increase customer conversion and retention
Integrating your VoIP phone system with customer relationship management (CRM) can take your company to new heights. VoIP Studio’s integration with popular CRMs, like SalesForce and Microsoft Dynamics CRM, displays onscreen customer notes and history for recognized inbound phone numbers, giving sales teams an edge before they even answer the call. Customers are delighted by personalized service, and inbound call associates work more quickly and efficiently with information right at their fingertips.
Studies show that personalized service leads to higher conversion rates and increased customer satisfaction. Happy customers are loyal customers who often go on to become your brand’s best ambassadors.
Meet customers where they are
While many customers prefer phone calls as their primary means of communicating with businesses, some prefer live chat, text or email. The data you collect from inbound and outbound calls helps your company assess what other avenues of communication your customers prefer or expect.
Mitel’s VoIP phone system includes multi-channel contact center solutions that give customers a choice of how to reach out to brands and businesses. In an increasingly digital world, it’s critical to provide additional engagement channels beyond voice calls to keep customers satisfied and empowered.
Help employees collaborate anywhere, anytime
Customers aren’t the only ones who benefit from inbound and outbound VoIP call data collection. Teams across the organization can use it to collaborate on customer engagement strategies and bolster or build business action plans.
Jive’s VoIP system contains a myriad of tools to help workers organize their workflow, efficiently route incoming calls to the right employee and create conference bridges for distributed teams to meet, brainstorm and strategize. Jive’s set of web, mobile and desktop collaboration tools keeps teams connected no matter where they are or what devices they use.
At their heart, VoIP phone systems are a convenient, cost-effective way for customers and employees to make and receive calls. However, the benefits don’t stop there. With the right combination of data collection tools and features, VoIP systems can take business, sales and marketing teams to new heights.