Business communications have changed drastically over the last decade, and though both email and chat have provided new channels for Customer Service and Sales, a good old-fashioned phone call remains key to doing business. Many companies have moved to Unified Communications as a Service (UCaaS) providers, like RingCentral, to handle incoming and outgoing communications. Moving corporate communication to the cloud allows the staff to utilize not only voice services but also video conferencing and screen sharing for things like demos or internal discussions. There remains, however, a disconnect between most companies’ UCaaS systems and their other critical apps like CRMs, survey tools, and marketing automation platforms.
A Fragmented Customer Service and Sales Cycle
There is no doubt that UCaaS improves the daily workflow of all employees, who can schedule meetings by providing a link, use a computer to join a call, and view or share screens in real-time. Other steps have been taken to integrate UcaaS into Sales and Customer Service workflows. For example, providers like Google Voice and Skype tried to improve the calling experience by integrating a “call button” inside of CRM tools. “Click to Call” was a step in the right direction; however, the missing link to a fully efficient workflow lies between the end of the call and the actions that need to happen in order to log the call, get feedback on the call, and take follow-up actions if the call requires.
While customer service (CS) and sales apps automatically keep track of any chat or email/ticket communication between the company and a customer, how is a team supposed to keep track of phone calls? Furthermore, how is any of this information useful if each form of communication is only logged in its individual app, thus making it inaccessible for the sales or CS team in the moment they are talking with the customer?
Until now, no company has really ventured into completing the workflows around sales and support or trying to see how UCaaS fits into it. Workato and RingCentral are teaming up to change that.
The Missing Link in Sales and Customer Service Communications
Most customer service and sales teams today are manually logging calls into a CRM – a process that is both tedious and easy to forget – or worse yet, not keeping track of calls at all. Even less has been done about creating proper follow-ups based on the result of a call. These workflows can and should be done automatically so the CS and sales teams can focus on making meaningful human relationships and providing solutions. Here are 4 powerful RingCentral integrations to increase productivity today:
1. Auto-log RingCentral Calls to your CRM or Marketing Automation Tool
Your CS and Sales tools log your customer communications, why should phone calls or video conferences be any different? Automatically log a new RingCentral call in Hubspot, Salesforce, or Insightly. How the integration works:
- If a call comes through RingCentral and the person is already a contact in Hubspot, Workato logs the call with the duration of the call, start time of the call, and contact number under their contact.
- If no contact exists in Hubspot, then Workato creates the contact and logs the call.
There’s no need to login to Hubspot/Salesforce/Insightly to manually enter notes during the call, customer touchstones are automatically logged so the whole team can keep track of how that customer has interacted with the Company. This is essential for good for Customer Service, account based marketing, and effective sales.
2. Get an SMS when you miss a call
For sales or business development, timing is of the essence and employees need to know when they miss an important call. How this integration works:
- If someone calls the employee and they miss the call, Workato will automatically send a text notifying them.
- The message will include: Missed call, name of caller, time of call, and contact number of caller
- Only US for SMS. Email notification if international.
3. Automatically deploy a survey after a customer service call
It’s easy to forget about the follow-up steps to a phone call or demo, especially when it isn’t automated the way surveys after support tickets are. This is a problem no longer! Automatically deploy surveys from SurveyMonkey when a RingCentral call ends. Here’s how the integration works:
- If a customer calls customer service team in RingCentral, Workato checks if the caller is a contact in Salesforce.
- If they are not, Workato creates one, then automatically logs the call details to the Salesforce profile of the caller.
- When the call finishes, Workato automatically sends a survey via SurveyMonkey to get feedback on the service the customer just received.
4. Put those survey results into your CRM
It’s also important to log the results of the survey for proper follow-up, a tedious task if done manually. Luckily, you can automate the survey responses into Salesforce as a private note on the contact’s profile. How the integration works:
- Workato waits for SurveyMonkey results to come back from the customer.
- Then, Workato places the response of the customer as a private note on the customer’s contact in Salesforce.
That means, when the next customer service agent or sales person views the customer’s profile, they can quickly get a sense of how that customer is feeling or if special steps need to be taken.
A True Digital Transformation for Sales and Customer Service
Integrating UCaaS solutions like RingCentral into a company’s workflow can save manual labor, reduce errors, increase sales performance and create better CS experiences. There’s no reason to stop there though.
A true digital transformation allows companies to use hundreds of best-of-breed apps, chosen by the lines-of-business employees, without compromising on connectivity. That’s why it is essential to use a flexible tool to connect all of your apps and give employees a 360-degree view of each customer in one place.