Instead of spending valuable time looking for customer information when someone calls – let your CRM find the information you need. Contact Lookup is an integration from Telavox that fits most popular CRM systems. Here’s how you can improve the customer experience with Contact Lookup.
How customer experience is linked to business success
Customers are more likely to continue doing business with you if they have a positive experience. It goes without saying! This includes everything from how they perceive interactions with your customer service to how easy it is to navigate your website or make a purchase.
A positive experience can also lead to your customers leaving positive online reviews, which attracts new customers. Simply put, prioritizing customer experience is crucial to building loyalty, getting more business and standing out from your competitors. Learn more about how a contact center enhances customer experience.
Using contact tracing to provide better service
Customers want personalized service. To give them that, your customer service team needs to quickly know who is calling and get the information needed to help the customer as quickly as possible. This is where Contact Lookup comes in.
Contact tracing is like an advanced caller ID. When someone calls, the integration automatically searches through your CRM or customer management system so that the agent gets a detailed picture of the caller. This can include name, email, phone number or the customer’s contact person at your company. The agent can then automatically open the customer’s contact card to see more details directly in your system, answer the call or redirect it to the person responsible for the customer.
And how is this relevant to your business?
4 benefits of using contact tracing for a better customer experience
1. personalized and efficient customer service
Contact Lookup allows you to instantly retrieve relevant customer information, including past interactions, purchase history and preferences. You can also get information on who the right contact person is and can directly route the call to the right person. This means you can provide service that feels personalized.
2. Faster case management and more satisfied customers
By integrating contact tracing into customer support systems, agents can easily access customer contact details, eliminating the need for manual searching and reducing response times. This leads to faster case handling and improved customer satisfaction as you can reduce time-to-resolution.
3. Improved cooperation between departments
Because the integration makes it easy to share customer information between different departments, it enables easier collaboration. Sales, customer support and marketing teams can access relevant data and provide consistent service, leading to a unified experience for the customer.
4. A holistic view of the customer journey
Contact Lookup can be integrated with different CRM platforms, case management systems or communication tools, giving you a holistic view of how your customers interact with you.
Continue reading: 5 reasons to integrate your cloud exchange and CRM system
How Contact Lookup works
Telavox offers integrations with many different CRM systems. You can have a direct connection to HubSpot, Salesforce, Lime and Zendesk, for example, within the Telavox platform. The integration pulls information from these systems into Telavox, and you can easily view the customer profile directly when someone calls. We also offer CTI CRM integrations, where you instead insert Telavox telephony into your CRM and call directly from the platform you already have.
Check out all our contact tracing integrations and get in touch if you have any questions.
Executive summary
Contact tracing ensures that you don’t have to spend extra time searching for a lot of information before helping the customer. This means that you can work more efficiently, and your customers get faster responses, which in turn results in increased customer satisfaction.
So maybe there’s not much to think about? Call us directly on +46 40 620 00 00 to discuss integrations or send us a message via our contact form.
