It used to be that a customer could reach out to you in just a couple of ways; via email or phone. This is not the case anymore! In fact, these days keeping track of customers and all the different ways they contact you can be a full-time job in itself.
A few common communication methods now include SMS, chatbot, live chat, email, and voice. On top of this, there are hundreds of ways to meet a potential customer: events, podcasts, ads, content, outbound, inbound, webinars, and more.There are a thousand tips for digital marketing, but knowing who your customers are plays a factor as well. So how in the world do you keep track of communication without your head spinning?
Strategic communication is now the lifeblood of companies. It is the reason customers become brand ambassadors. Many companies plan marketing and public relations communications, focusing solely on how to best market themselves. Where they fail, though, is integrating those communications with the daily operations of the company.
In this article, we will jump into how to streamline your communication with customers in just three easy steps.
1. Having an Integrated System In One Suite
An integrated system in one suite is a game-changer for business. Manage all your communication channels in one place. Just picture it; phone, email, SMS, chat, and social media all on one centralized screen. We can hear the angels singing!
This is the perfect tool for sales management and customer service. Directly connect with customers and deliver an amazing experience each and every time. With one integrated platform, customer service interactions are faster, consistent and strategic.
The biggest benefit of an integrated system is the ability to understand your customers with the following data:
- Customer interaction
- Customer feedback
- Interaction history
- Automated surveys
- Campaign management
Having an integrated system should include Cloud VoIP. A unified communications platform can change the way your business operates. With VoIP-enabled desk phones, mobile phones (or mobile apps), and web apps, your team can always stay connected. Plus, its multiple features will save you 40-80% off your current phone bill! Those savings add up.
Wondering what else cloud VoIP can do for your business? We won’t keep you in suspense! We’ve listed the features below:
- Increased accessibility
- Complete portability
- Higher scalability
- Advanced features for small and large teams
- Clearer voice quality
- Supports multitasking
- More flexibility with softphones
When choosing a cloud VoIP provider, here are a few tips we like to remind you of. It’s important to understand your goals and recognize the features and capabilities you’re looking for. Assess current and potential call volume for your business and consider scalability options for future growth. Lastly, choose a provider that offers the best customer service.
2. Having One Central CRM in the Cloud
A central CRM in the cloud is by far the best way to grow your business. There are several reasons why investing in cloud CRM is the way to go. We’ve detailed those reasons below:
“Businesses want easy, all-in-one platforms that makes their jobs easier, not harder. In today’s day an age being able to call, text, chat, email in one tool and have CRM to track all of it just makes sense,” says Chris Brisson, CEO of business texting software, Salesmsg.
This is the greatest benefit of cloud CRM. It makes information accessible at any time, from any place. If your team is out of the office but needs contact information, they can access it from home or on-the-go. And the best part is that it can be used on any device! Having a centralized CRM makes work easier for employees, especially outside of business hours.
Easy to use
Traditional CRMs often had a significant learning curve. Cloud CRM systems are typically very user-friendly and intuitive.Because they’re hosted in the cloud, modern CRMs keep more data at companies’ fingertips.
“Instead of hunting down customers’ information while you are on a call with them, simply pull up their contact record and see their demographics, purchase history, emails read, booked appointments and so much more,” suggests Ontraport Campaign Strategist Tatiana Doscher.
Cloud CRM vendors also perform ongoing maintenance and make necessary changes to the software without too much downtime. Choosing an easy-to-use CRM is key. Otherwise, it will not be used—or used to its full potential.
The term Customer Relationship Management (CRM) system used to scare away many people simply because of the high costs. Cloud CRM is typically a minimal upfront investment and then requires a reasonable monthly subscription fee.
There is no complex installation when it comes to cloud-based CRM. In fact, nothing could be further from the truth. No designated IT professional is needed because a simple login is all that’s required for getting started. We can see the weight being lifted off your shoulders already! A cloud CRM company handles the software and will have everything up and running quickly.
All the best features
Cloud CRM may be the best business investment you make. Cloud CRMs usually include a host of features that make running your business easier and better. Features typically include:
- Communication and customer data easily managed in one place
- Track every interaction with customers
- View customer journey
- Dashboard for real-time insights
- Analytics that provide useful data for your business
- Automated task management for follow-up, sales, marketing, events and more
- Grows with your business
Find a cloud CRM that can offer all of the above features to help grow your business.
Cloud CRM security is of utmost importance. Any company that provides cloud CRM must offer a very high level of data security. This includes two-step data authentication and strong passwords that must be changed regularly. The risk of data breaches is very real, so understanding how your data is protected is key. Don’t be afraid to ask questions if you don’t understand security protocols.
Cloud CRMs offer the highest possible reliability. This ensures that your daily operations will likely never be disrupted by service or software outages. Because a cloud CRM is backed-up on a server, it can be replaced immediately with no disruption on your end. This is a huge change from traditional CRMs, which require an IT professional to investigate any disruptions or issues. This reliability alone is reason enough to consider a cloud CRM.
3. Cross Integration of Functions Across All Departments
One area where many companies struggle is cross integration across departments. This refers to making sure sales, customer service and marketing talk to each other on a regular basis. This isn’t a concern reserved just for large enterprises. Companies of all sizes struggle with this.
Cross-team communication matters more than ever because the customer journey is more integrated than ever. “These days, the path to purchase is anything but predictable, with consumers searching and buying across mobile and web apps all across the world, at every hour of the day,” explains Michelle Lerner, director of business development at mobile linking platform Branch.
When all departments function well together, it shows in a company’s customer experience. That is why team collaboration is important. Collaboration software can solve your team’s communication issues and simplify the process.
So what are the best ways to integrate communication in your team? The folks at Southern Cross University say that the key is to find a solution that can provide the following features:
- Simplify communications in one workspace
- Organize conversations among your team
- Manage and track projects
- Video conferencing
- File sharing and storage
It’s Time to Take Your Communication to the Next Level
Streamlining communication with your customers doesn’t have to be a confusing and frustrating process. Customers expect professionalism in every experience they have with you. You can meet and exceed their expectations by including the following systems in your business:
- Have one central CRM in the cloud
- Have an integrated communication suite in one system
- Ensure cross integration of all company departments
With the right solutions, you can take communication to the next level in just a matter of hours. Before you choose a company to help integrate these systems, make sure you do your research. Not all companies will be able to offer what you need as you grow and scale, so don’t take this decision lightly.