Don’t waste time looking for customer information when someone calls! Instead, make sure that incoming callers automatically show up in your CRM. Contact lookup is a Flow integration suitable for all kinds of CRMs. Let’s see how contact lookup can improve your company’s customer experience. ?
The importance of customer experience in business success
Customers are more likely to continue doing business with you if they have a positive experience. That includes everything from their interactions with customer service representatives to the ease of navigating a website or purchasing something.
A positive customer experience can also lead to word-of-mouth referrals and positive online reviews, attracting new customers and generating more business. So, prioritising customer experience is vital to creating loyal customers, driving business growth, and standing out from your competitors.
Customers want personalised experiences. To provide them with that, your customer service team needs to see who’s reaching out and get the necessary information to help the customer ASAP. That’s where contact lookup comes in.
Contact lookup is like a further development of caller identification. When someone calls, the integration automatically searches your CRM so that the agent taking the call gets a detailed overview of the caller, like name, email, phone number, or the customer’s contact person at your company. The agent can automatically open the customer’s contact card to see the detailed information in the CRM or ticketing system, answer the call, and redirect the call to the responsible Account Manager.
And how is this relevant for your business?
4 benefits of using contact lookup to improve customer experience
1. Personalised and efficient customer service
Contact lookup instantly lets you retrieve relevant customer information, including previous interactions, purchase history, and preferences. You can also retrieve information such as the callers’ account manager or contact person, helping you to direct the call to the right place. This means you can give service that feels personal, a key factor in customer satisfaction and retention.
2. Faster issue resolution and improved customer satisfaction
By integrating contact lookup into customer support systems, agents can easily access customer contact details, eliminating the need for manual searching and reducing response times. That leads to faster issue resolution and improved customer satisfaction as you can reduce time to resolution and other important KPIs.
3. Improved cross-department collaboration
As the integration makes it easy to share customer information across different departments, it allows for seamless collaboration. Sales, customer support, and marketing teams can access relevant data and provide consistent service, leading to a unified customer experience.
4. Comprehensive view of customer journeys
Contact lookup can be integrated with various CRM platforms, helpdesk systems, or communication tools, enabling businesses to centralise customer data and get a comprehensive view of how your customers interact with you.
Contact lookup for your CRM
Hybrid Comms offers contact lookup integrations with many CRM systems. Our contact lookup integration means you can have a direct connection to, for instance, Hubspot, Salesforce, Lime and Zendesk inside the Hybrid Comms platform. The integration pulls information from these systems to Hybrid Comms, and you can easily view the customer profile directly. We also provide CTI CRM integrations with HubSpot and many other CRMs, where you instead insert the Hybrid Comms telephony features into the CRM and make calls directly within their platform.
Conclusion
Contact lookup ensures that the customer support team doesn’t need to spend time searching for additional information before helping the customer. That makes your support team more efficient, and your customers get support that is quicker and more relevant right away. This results in happier customers and better work days for your agents.
Get in touch for a chat or a quick Demo – We love to talk!
Call the Hybrid Team today on 03300564565 , or email us at hello@hybridcomms.io
