Are your customer service agents struggling with long wait times? Or are they constantly asking customers the same questions? Or do they face trouble while accessing customer information? If yes, you’re not alone, many businesses encounter similar challenges. But the best part is they can resolve these issues and more with Salesforce CTI (Computer Telephony Integration).

The technology connects the company’s phone system with the CRM platform. This allows agents to access customers’ purchase history, previous interactions, preferences, etc., while actively attending a phone call. Besides, this lets businesses provide personalized services to customers at every touchpoint. Thus, creating tailored interactions that not just resolve problems but also drive long-term customer loyalty and satisfaction.

What is Salesforce CTI?

Salesforce CTI is a layer of functionality added to Salesforce for businesses to manage customer interaction. It allows sales reps to manage the phone calls right from the Salesforce. Without logging into a different program and using a physical phone, users can just call customers, answer queries, and start conversations.

Besides, they can execute all phone functions on their systems, i.e., answering and disconnecting calls, placing callers on hold, transferring calls, etc. Beyond this, the team can have relevant information in front about customers’ purchase history and preferences. This enables the team to offer personalized services and improve their sales processes for revenue growth.

Here is more about Salesforce CTI and what features it incorporates to connect all business flows for personalized offerings.

How Salesforce CTI Helps Personalizing Customer Interactions

Beyond just real-time customer data and direct access to call history, Salesforce CTI has various offerings, ultimately leading to more tailored customer interactions. Read this section to get insight

1. Information Rich Window

A window automatically appears on the agent’s screen when they receive calls. With a grasp of this window, agents can easily locate all the stored information about the caller. This helps them resolve their queries and deliver more personalized customer service efficiently. This also ensures better coordination and issue resolution.

2. Omnichannel Support

Omnichannel support for CTI enables customer service agents to interact with customers across multiple communication channels, i.e., social media, live chats, phone calls- using the unified interface. Beyond this, the support ensures a centralized view of the customer’s interaction history regardless of how they reach out. This opens the room for more personalized and consistent user experience.

3. Intelligent Call Routing

Computer Telephony Integration leverages Automatic Call Distributor to transfer or route the call. The technology assesses the information received from the inbound calls. Therein, it compares the information from the database available in the system. This helps in transferring the call to the agent who has expertise in the query raised.

4. Automated Dialing

Salesforce CTI provides predictive dialing and click-to-call within its automated dialing feature. Predictive dialing enables automatic and bulk dialing of too many phone numbers and allocating the same to a live agent. Meanwhile, click-to-call allows customers to dial directly to sales reps after clicking on the link. Both these methods minimize the frustration of long hold periods and solve a customer problem based on prior interaction. Overall, this leads to smoother and more tailored interaction.

5. Proactive Customer Support

Proactive customer support is an approach that anticipates and addresses customer needs before they arise. However, to provide this support, sales reps are required to gather and analyze customer data. And guess what? Salesforce CTI integration does it all alone. It provides specific trends, pain points, and customer preferences, letting agents easily manage proactive customer support.

6. Insightful Reporting and Analytics

Not just customer preferences reports, but you can track various other KPIs and metrics to identify gaps in the customer experience. For instance, with comprehensive call reports, you can assess the performance numbers, analyze insights, thus making data-driven decisions. Besides, you can easily understand call logging, call history, opportunities, purchase history, etc., for improved business processes.

7. Multiple Phone Controls

With Salesforce CTI, agents can easily handle calls. For instance, they can make, receive, merge, hold, hand-up, mute, and forward calls. And all these they can do from the centralized place without moving to phone and another computer. This allows sales reps to focus on customer interaction more rather than on managing calls.

GirikCTI—Enhancing the World of Calling!

GirikCTI takes computer telephony integration to a whole new level. It has such dynamic features, letting businesses easily handle their customers on calls no matter from which devices they are communicating.

1. AI Case Creation

During calls, GirikCTI enables sales reps to identify the sentiment of customers. Based on those emotional contexts, GirikCTI automatically create cases. Moreover, it enables timely intervention that further leads to enhanced customer satisfaction.

2. AI Conversation Analysis

Not just GirikCTI analyzes customers’ sentiment but also provides insights into meeting of minutes. Looking at those insights, you can identify loopholes and areas for improvement. Thus, seamlessly moving towards the next step.

3. Call Transcripts

The platform automatically transcribes calls to monitor call quality, improve agent training, and get detailed interaction data for analytics and compliance. Having this feature is essential for assessing the performance of a call.

4. Real-time Note Taking

By using GirikCTI, sales reps can instantly capture and organize call notes within Salesforce. This approach ensures that key customer information is finely recorded.

5. Call Recording for Compliance

No matter for which purpose the calls are placed, i.e., training, quality assurance, and compliance, you can automatically record them and ensure that those are well documented and secure.

6. Live Call Monitoring & Admin Controls

GirikCTI has a call monitoring feature too that goes one level ahead with real-time feedback. The product lets admins assist agents with barge-in and whisper features when quality support is required.

Final Words!

In conclusion, Salesforce CTI Integration is essential for streamlining communication and enhancing customer experience. Without this, you may remain trapped in the web of manual calling. And it can further negatively impact customer queries, requests, and complaints.

So, what’s better in this time and age is having the best CTI for Salesforce like GirikCTI for making the interaction seamless. So, book a demo and learn how Salesforce CTI can bridge the gap between you and your customers.