A Cloud Telephony Solution Improves Sales Productivity And Customer Experience

Before you start any business, you have so many another thing to look after like startup capital, resources, lead sourcing and how to get connected to customers even in remote areas. You look up on the internet and be available on the internet but most of the people start by using their personal phone. But you should know that cell phones are not for business purposes, as there might be many issues like call gets engaged, battery may run out or many other issues which cannot be handled with cell phones on a daily basis.

If your cell phone can become smart, why not your number become smart too!! Yes, it surely can with Cloud Telephony.

‘Cloud’ is the current buzzword. Everything is going to the word ‘cloud’ from cloud technology, cloud environment, cloud computing to cloud telephony. Cloud telephony is used by many industries which have lot many customers who call on a daily basis.

Before you look any further for cloud telephony solutions here are some answers to your questions which you need to know..

What is Cloud Telephony?

Cloud Telephony is a technology that provides voice services for businesses to the cloud. It is basically a voice and messaging service that replaces the need for the conventional business telephone system. Using cloud telephony for your business allows you to make and receive a large number of calls at one go and you don’t require to invest in any other additional infrastructure.

A Cloud Telephony offers various services such as IVR, Call recording, bulk SMS, CRM panel, call routing, call alerts, etc. Simply to put, Cloud Telephony is the smartest and easiest way to manage the bulk amount of calls so that all incoming calls can be answered without keeping them on hold.

It has been observed that companies with cloud infrastructure are 61% more effective than those without cloud telephony.

How it improves Sales Productivity?

Cloud Telephony is used by many businesses and they have felt the difference and improved their sales productivity majorly. It is quite in demand by many business owners as it helps in improving their sales productivity.

A Cloud Telephony helps in —

  • It supports communication with the offices that has moved outside

Today, the communication has changed drastically, it doesn’t happen now within just four walls but it can happen between people in any regions from different parts of the world. As nowadays, people have started their business and most of them spread around different parts of the country so it is convenient to get them connected through Cloud telephony. The communication through different parts becomes easy and helps in improving their sales productivity.

  • Complete control

You do not require an IT team to receive your calls or attend as you can easily make quick changes to your browser. This can have complete control on your calls and helps in making you personally aware about which call is coming and allows you to build complex call flows.

  • Avoid Any Inconvenience

Cloud telephony is more of an essential in any business to improve sales productivity in businesses. It helps in managing all hassles and avoid if there is any inconvenience in the business. Your customers will be attended every time they make a call which makes your work go smooth.

How it enhances Customer Experience?

Customers are the backbone of business, they can make or break your business. To enhance your customer’s experience cloud telephony plays a major role and automate a business process.

  • On-demand self-service

The cloud telephony system helps in connecting to the various network through one click like phone numbers which allows users to connect in different regions without requiring human interaction.

  • Make and Receive Calls on the go

Customers are the one which makes your business into progress. If the calls they make are received instantly, this will help in overall development of the organization. As, imagine a customer calls you and without any hold on the call, their query got listened. This creates a huge impact and their call experience increases.

  • Broad network access

The customers all over the world can easily get connected to the caller. This enhances the customer’s call experience like if the business’s office is closed, the customer can still make a call and log in from anywhere to check the calls. It is broadly accessible and generates satisfaction to customers.

Thus, Cloud Telephony Leads to Better Conversation!!

How to Improve Lead Conversion Ratio for Automobile Dealership? How Cloud Telephony Helps?

In an era where almost every sort of industry is reaping benefits from cloud telephony, automobile sector is not untouched. Indian automobile is one of the most lucrative industries and the significance of this industry is gauged by the fact that it contributes nearly 7% of the country’s GDP. No wonder that the burgeoning Indian Market has fascinated global players like Ferrari and Bentley to set up their outlets in India. Let us see why cloud telephony has become indispensable for this “Industry of Industries.” (as termed by the founder of Modern Management Peter Drucker.)

The ever increasing competition has prompted the industries to introspect the service aspects whether it is pre sales or after sales. As per a study conducted, after sales service is important for more than 60% of the Indian customers and therefore this quarter needs a special attention. Streamlining the communication process can help solving many loopholes.

What is the Present Scenario?

Outbound Supply chain of the automobile industry is very complicated because of the reasons apparent as the distributors have to handle multiple dealers and the dealers in turn need to look after a huge network of sub dealers and chain of retailers apart from a huge customer base which swells up at occasions.

What are the Challenges that Automobile Industry is Facing Today?

  • Tracking quality of service and monitoring customer calls are all hard nut to crack because all the dealers are working independently.
  • Completing the sales process is in the state of mess as dealers need to track the whole process right from the generation of leads, how they are handling this, which dealer is performing better and have better lead conversion ratio cannot be tracked.
  • There is no process in place to track  a number of things like alerts to the customers for their vehicle service, renewal of their insurance and a lot of other similar issues.
  • There is a lack of mutual communication between the dealers because of which the existing inventory cannot be used optimally.

What is the Right Solution Then?  

Cloud telephony solution has made the automobile distributors heave a huge sigh of relief. A centralized call recording system, a hosted IVR for all the inbound calls and progressive dialers for the Centralized Outbound Call Center. Once they are subscribed to the Cloud telephony, automobile distributors can track all the professional calls (from the dealers, customers, insurance agencies, banks etc.) This streamlined communication process helps in enhancing lead conversion ratio.

A Cloud Telephony solution is recommended for a distributor or network of dealers, it includes centralised call recording system, hosted IVR for inbound calls and progressive dialer for centralised outbound call center. The solution helps the automobile company or distributor to track all the calls,   streamline the communication process, improve leads conversion ratio  ultimately standardized customer service and increases customer satisfaction.

Inbound Calls: What Are They How Would They Help?

Inbound calls are the incoming calls that are greeted with an IVR (Interactive Voice Response) which is pre-recorded voice that makes you look professional. This IVR is forwarded to the respective dealer for sales or for support. This helps in tracking calls efficiently. Centralized call recording that is made available along helps in monitoring the quality of calls.

This helps in making your service go 24X7. If customers call you in off hours, they would be greeted with a message and the customer messages would then be recorded. If they call for sales the calls first go to the centralized system and then they are diverted to the dealers as per the preference of the customers.

Outbound Calls: What are they? How Would They Help?

Centralized outbound call center along with a progressive dialer is used to run promotional campaigns via e-mails, SMSes etc. Customer service reminders can also be set for renewal of insurance, for the service of vehicles, payment of installments and much more.

Centralized database can be used for recording the customer specific outbound calls from the dealers. This helps in standardizing the service quality and taking the promotion campaign to the next level.

All the customer specific  outbound call from dealer would also be recorded in centralized database.It will help in standardizing   the quality  of service and will make  promotional campaigns much more effective. What’s more! Cloud telephony is a flexible solution and can be customized as per your needs.