How Salesforce CTI Integration Helps Businesses and Agents
Keeping customers happy and agents productive are a few crucial goals of organizations. Salesforce CTI integration helps organizations effortlessly achieve those goals by lowering the customer handling time and resolving customer inquiries faster with all the relevant information on the screen. CTI integration in Salesforce lightning or classic version is the best way to connect computer systems and the organization’s telephone to handle calls in a much more productive way. Here are some capabilities that Salesforce CTI integration brings to its users for streamlined processes.
Salesforce CTI Integration for Businesses
Serve Customers Better
With no information about the customer, it becomes difficult for agents to serve customers, and they lack in providing the best assistance. Salesforce CTI integration with the system of the organization allows agents to serve customers better with all the relevant data on the screen before the call is connected. This would help to improve brand reputation and customer support services.
Improve Customer Experiences
If customers have to make repeated calls to get solutions for their issues, it would severely impact their customer experience. Salesforce CTI integration allows agents to resolve inquiries faster and eliminate the need for repeated calls from customers.
CTI integration in Salesforce lightning empowers agents to transfer calls to the relevant department or add a relevant person to the conference call to resolve their inquires in just a single call session. Also, agents can provide self-help options through IVR, program voice messages to address calls when agents are busy, and much more to improve customer experiences.
Salesforce CTI Integration for Agents
Improves Employees Efficiency
CTI integration in Salesforce lightning saves a lot of effort for agents. The best thing about CTI integration is it prevents agents from the manual dialing of numbers. This saves time and effort for employees. Click-to-dial functionality enables agents to click on the number in the record and connect the customer in real-time. This leads to better efficiency of agents as they can connect with more customers than before.
Reduces Manual Work for Agents
When it comes to bulk dialing of numbers, it could be strenuous for agents to dial numbers one by one. Also, it would decrease the call counts in a day. Salesforce CTI integration enables agents to put numbers on auto-dialing. This prevents agents from manual dialing of numbers, and agents can break the order of dialing or skip a particular number if required to manage number dialing and calls.
Conclusion
Not having the caller’s information on hand and manual numbers dialing can increase call handling time and the agent’s workload. But with the help of Salesforce CTI integration, organizations not only can strengthen their brand presence by improving customer experiences but empower agents to cut back on multiple call sessions and provide faster service.
