Hi and welcome to the video on telephony in Zoho CRM. 92% of all customer
interactions happen over the phone says the private group. With more businesses
realizing the importance of providing personalized customer experiences, the
need for syncing call data with customer information has never been more
important. When you integrate your Telephony system with Zoho CRM, sales
reps can make outbound calls in a single click from within the CRM and whenever
there's an incoming call they know if it's a prospect or someone new. They can
provide the best possible information to customers and have clear context on each
call. Sales managers can view reports based on
call data and gain valuable insights about the performance of individuals or
their team as a whole. Let's look at an example.
Natacha is a hard-working sales rep in Zylker Inc who spends most of her time
talking to customers over the phone and convincing them to buy their product. She
uses her PBX and CRM systems separately on a typical day trying to meet her
follow-up quota. Natasha goes to the lead detail page, notes the number and dials
the number on her desk phone. After the conversation, she logs the call in Zoho
CRM herself and enters the details of more follow-ups. On an average, she spends
about 6 to 8 minutes on each call and is able to make just about 20 calls a day
and it gets even worse when she gets an incoming call, is most probably a
prospect but she can't be sure. She makes some small talk and gets more details
from the prospect. The call took her 10 minutes and the data entry 6.
Alicia, her manager is not satisfied with Natasha's performance and their overdue
follow-ups piling up. So Alicia decides to integrate their PBX
system with Zoho CRM. Let's see how you can do it.
Go to Setup-> Channels-> Telephony. In the Phonebridge marketplace, you will find
over 40 leading PBX cloud telephony and contact center providers listed. You can
choose your system from here or if you don't find it here you can always raise
a request with your telephony provider or Zoho CRM. For the purpose of this
video, let's go with RingCentral. Click on Integrate. Make sure you go through
the requirements section down here before you proceed with the integration.
When you're ready, enable the integration. You will be asked to authorize this
integration by logging in to your RingCentral account. Enter your RingCentral
credentials and hit authorize. Next, in the Preferences window, set the medium
through which you want to make calls from the drop-down and save it. Let's now
look at the integration in action. When Natasha wants to make a call, she goes to
the Contact detail page and uses this call icon. That's it. The call pop-up here
shows all of the basic information of the contact. She clicks open the
associated deals to look for further information and jumps right into the
conversation. She takes notes during the conversation and creates follow-up
activities right from this pop-up. The entire thing takes a lot less time than
it took while she was doing it manually. Now let's look at how Natasha attends to
incoming calls. She gets a call pop-up like this with the contact information
from which she learns who is calling and looks up for the associated deal
information. She quickly prepares for the call and greets the customer knowing
what exactly she has to say. All these calls that Natasha makes and receives
are automatically logged in Zoho CRM in the activities module. She can refer to
the call details and replay call recordings for future reference and when
Natasha is on the move for a client visit, she uses the Browser calling feature to
make calls without waiting to reach office and make the call from her cell
phone. Click this phone icon at the bottom right corner of the screen. Change
preferences to Browser calling and you can speak to prospects and customers
through Zoho CRM itself. Natacha had fun closing 25% more deals
than expected and never had an overdue call again. Alicia can view reports based
on Call data. For example, she can find out how long Natasha and the other sales
reps spend on calls to leads or contacts or who and her team has the most time
talking to prospective customers. It's that simple. With Zoho CRM and your
telephony systems integrated, you can provide a personalized customer
experience over the phone and sell more effectively. Thank you for watching this
video. For more resources on Zoho CRM please visit www.zoho.com/crm/resources