Two things cross one’s mind when we talk about customer service: personalization and digitization. In today’s world, the two seem to overlap for various reasons (businesses moving online, customer demographics tilting towards tech-savvy Gen-Z, etc). Customers have always wanted good service ever since a concept like this was founded. However, what empowers today’s customers to voice their concerns more profoundly is the availability of options a customer has been exposed to, especially the digital areas they can foray into. If they don’t find the kind of customer service they are looking for, switching to a better provider is easier and more feasible.
Then it becomes more than a choice to involve the twin elements of personalization and digitization into your customer service strategy. And strengthen these foundations by adopting new and more efficient technologies.
This Blog delves into the challenges of disintegrated technologies that keep contact centers from achieving their aim of efficient service delivery and how the right solution, in this case, a HubSpot CTI Connector can solve the problem with ease.
Table of Contents
Is Agent’s Inefficiency Hindering Your Contact Center’s Growth?
Every Contact Center inevitably operates around these two technologies – a telephony system and a Customer Relationship Management Software (CRM). These two technologies, though conventionally supposed to be working in tandem, don’t do so.
Because the customer information that’s stored in your CRM system doesn’t automatically make its way to the agent’s screen, as a result, the agent is caught up in the manual grunt, taking away the time he should’ve ideally spent attending customer calls rather than hunting for customer information and logging call details, etc.
The labor is still less if the CRM has been updated in real-time, and the agent can get answers to the questions that the customer is posing. What if the CRM data itself is outdated? Or there are different applications- as happens in industries like Healthcare and Banking that have core applications and software systems to cater to different needs. The agent has to go through each of these to find the relevant information related to the customer.
This is undoubtedly time-consuming and impacts customer service negatively. You simply can’t expect your customers to hang on to the end of the line while you are rummaging through data to give a decent, accurate response.
How Integration Creates an Alternate Picture?
A CTI Connector is a piece of technology that helps create a connection between your contact center telephony system and your customer management application. Integrating a CTI Connector with Hubspot CRM makes the job of agents much easier. They don’t need to hop from one application or system to another to know their customers. All customer details pop up on the agent screen as soon as the customer calls. This allows agents to live up to the specialized role that they are being hired for.
Bringing Efficiency to the Fore with Hubspot CTI Connector
Now, what remains to be answered is how integrating your telephone with a customer management system can improve customer service from the point of view of personalization and digitization. Let’s see.
Know What Your Customer Wants – Personalization
Customer information is usually stored in the CRM and multiple applications at work in a contact center. This information exists in silos. So, if an agent goes out looking for some information, none of it points back to a single source. Then, there is also the problem of data stored being outdated. The customer is then subjected to the frustrating circle of repeating information again and again. This inevitably leads to long delays in solving customer issues and, most of the time, accounts for the agent’s failure to deliver information that the customer is hungry for.
With Hubspot CTI Connector, the telephony system is integrated with your CRM and other core business applications that are at play. As soon as the customer calls the contact center, all this information from multiple sources is fetched and displayed in a unified format across the agent’s screen. The agent is well prepared in advance: he knows who he is talking to and what that specific customer is looking for. Plus, when you greet your customer with their name and bring in the context of their last interaction into your conversation right from the start, it is sure to add some loyalty points to your bag.
Be Where Your Customers Are – Digitization
A large part of changing industry dynamics is the shift in the customer demographics. Most people in the younger age group are versed with technology and overwhelmed with options in most things they use daily. The older generation, too, is getting used to technology and exploring options online. A contact center should consider these changes and operate accordingly.
One such way for contact centers to mark their acknowledgment is the adoption of Omnichannel. Giving customers the option to reach out to agents via any channel of their choosing is a huge necessity. Now, many contact centers have even failed after this. The simple reason is that each channel operates as a separate silo, posing the earlier problem of syncing customer data on a unified interface.
The CTI integration solution for Hubspot again solves this problem. For example, if an agent reaches out via email and then switches to Live Chat next time, the agent would have a complete context of the interaction over email and would propose the solution rather than asking the customer to repeat the same things that he might have mentioned in the email. The integrated Hubspot interface allows agents to easily manage interactions across multiple channels, thus also reducing the need for huge manpower dedicated to handling each channel.
Wrap up
Any contact center that aims to win its customer’s loyalty needs to take efficiency very seriously. As mentioned above, the twin pillars of achieving this efficiency are through personalization and digitization. The CTI integration solution for Hubspot CRM creates the much-needed pathway for contact center agents to earn their customer’s trust through reliable, contextual, and relevant service delivery. Further, optimizing the omnichannel strategy gives customers the freedom to step out of routine calls and emails and interact via a channel of their choosing.
Break silos and breakthrough into efficiency with Hubspot CTI Connector!
