Salesforce has the largest Market share when it comes to Customer Relationship Management Softwares, but does it actually provide 360 degree solution for customer satisfaction.
I guess it’s time to think again!
Salesforce is known for its rich features yet missing out in on an aspect which may seem to be trivial, but will actually bring a boost in customer satisfaction.
What is it?
GTI POP is an application server, which is integrated with the PBX and Salesforce through an API. There are two ends for the application for it to work as desired. It consists of a Web Portal to manage the various features and an Application end where the Pop-up actually takes place.
How will it add value for my customers?
It’s a simple Pop-up window, but it comes along with a number of benefits for an Organization.
- Increased Employee Productivity
With the Pop-up taking place on a call, your agents will know exactly how to take the call as soon as the call lands on your PBX.
The Pop-up will allow your agents to update the customer base there and then, if required.
The processes will turn out to be more efficient, allowing to entertain more customer in less time.
Your customer service will be compliant with standards, allowing you to go to the next level.
Configuration for the Pop-up feature:
The configuration of the features will take place through the web portal.
Add the extensions that require the Pop-up to take place.
Configure with the PBX so the Pop-up appear with the respective calls.
Setup with Salesforce, so Pop-up can show up the details within Salesforce.
- Call Recording Configuration
Record calls and store them in the relevant database.
No matter where you call from, your number will either not show up or show as a local number for the recipient so they take you seriously.
Add value to Salesforce through Integration
Salesforce will be able to fetch for you the following:
Call History
A customized link has been set to show the recording history of the specified customer for the specified dates and specified number of calls
Customer Data
The Customer Data stored within Sales Force is extracted and presented as a Pop up as per the configuration
Call Pause/Resume
A customized link is activated through the API from where the agent can Pause and Resume recording
Dialing
The dialing can be configured according to the prefix and extensions.
Conclusion
If you are using Salesforce and have to dig out the customer information and call history, it is better to get all of that as the call arrives. This will not just add to convenience, but boost the customer satisfaction level as well.
As for the pricing, it is nothing compared to the added value.
Contact Channel Management Department, for more details!
Final Test
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Hassan Siraj is a Front end Developer at Crewlogix. When he can be found writing groovy blog posts for
crewlogix.com.
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