Jun 5 2015

Your success with a CRM is often determined by the quality of the customer relationships that forms between your company and your customers. Some businesses, however, only use their CRM like a glorified Excel spreadsheet to track customers and nothing else–when it could be used to do so much more. Here are 4 business-savvy tips on how you can use your CRM to connect, engage, and cultivate high quality relationships.

• {1}

  Get to Know Your Customers

  To start a relationship with someone, you have to understand them and let them feel understood–not an easy task when you are dealing with many customers at the same time. A CRM gives you a place to keep track of all customers, and all their personal details can be automatically gathered from phone calls, emails, texts, online chat, and website interactions. For more on a CRM that automatically tracks customers and saves their contact information along with their interactions, see Voicent’s CRM page.

• {2}

  Create effective marketing campaigns

  Creating effective marketing campaigns depends on understanding who your customers are. Having the correct data on how your target customers interact with your company will let you know how to sell to them, and others like them. A good CRM will automatically update customer information during email, phone, or SMS marketing campaigns based on their responses.

• {3}

  Develop Meaningful Relationships

  The more data you get, the more you can automate the communication process. Having in-depth information in a CRM allows you to deeply personalize each customer’s experience, but with less work.

  With a marketing automation platform that has a built-in CRM (like the Voicent marketing automation platform), you can automate customer engagement with workflow integration and event triggers. For example, when a prospect fills out a web form on your website, their information is automatically saved into your CRM, and a welcome email may automatically be sent to the prospect without you lifting a finger. In another instance, when your customer logs in for the first time on your website, this interaction is saved into the CRM, and another email may be automatically sent from your business with information on getting started. Thus, knowing where your customer is along the buying process helps you provide professional, high quality customer service and sales flow.

• {4}

  Predict the Future: Understand Your Customer’s Purchasing Behavior

  Now that you have all this data, you need to use it! Anticipate what your customer’s purchase behavior and what they will want to know before they even call or send an email. Using CRM data analytics, you can use your CRM to set automatic reminders to make follow up calls and emails to the most important customers. Moreever, you can use your CRM to see purchasing trends and determine what the next step in your company should be. With web form integration with your CRM, you can learn about the areas where you customers decide not to purchase and other bottlenecks.

You can use a CRM to elevate your business, create effective campaigns, connect and engage with customers, and predict their behavior. With a good CRM, doing business becomes simple and enjoyable.

Voicent’s predictive dialer, Agent Dialer, can handle answering machines and voicemails in a couple of different ways. If you are most interested in getting live calls to your agents as fast as possible, you can speed up your predictive dialing by enabling “disconnect as soon as answering machine is detected” in the Gateway. This frees up lines faster which allows Agent Dialer to make more calls in a shorter amount of time, increasing the chances that your agents will get more live calls.

Agent Dialer can also automatically leave a message of your choosing on answering machines. For example, you can leave a callback number or a trial message while also running your predictive campaign. Agent Dialer gives you a number of customization options, from leaving a simple recorded message to text-to-speech enabled specialization, such as speaking your lead’s name or interested products.

This option also allows you to play a message for human pickup as well if desired. Agent Dialer will automatically play the message you design then transfer the call to one of your agents.

I am using agent dialer the predictive dialer and can not figure out how to get a script to my agents. What is the easiest way to get a script to our agents?

Great question! Luckily, Voicent offers multiple ways to get a script to your agents.

Voicent Script Requirement:
The only requirement for a third party script is that it is web based. PHP, JSP, ASP.Net, HTML, HTM, and almost all other web based programming languages are supported for a third party Voicent script. IVR Studio is provided for users who want to build scripts on the fly.

Voicent Script is deploy-able in:

• AgentDialer – GUI
• AgentDialer – API
• BroadcastByPhone – GUI
• BroadcastByPhone – API
• Voicent Gateway – GUI

AgentDialer – GUI Script Deployment
Simply open “AgentDialer” and under the “Predictive” tab you will have “Select Script URL…”. This will open the “Select Campaign Script” window, letting you input a third party URL or you can select a IVR deployed script.

BroadcastByPhone – GUI Script Deployment
Simply open “BroadcastByPhone” and under the “Broadcast” tab you will have “Select Script URL…”. This will open the “Select Campaign Script” window, letting you input a third party URL or you can select a IVR deployed script.

Voicent Gateway – Global Script Deployment
By specifying a script on the Voicent Gateway, you will be able to have a global script. This global script can be for any outbound phone call, as well as any campaign. This is useful if you only need one universal script.

For more info about scripting, please see advanced call center agent scripting.