In a world composed mainly of data, everything can be analyzed and quantified. In order to provide good customer service and telephone management, the integration of the virtual PBX with the CRM has become essential: Zendesk in particular works with the so-called ticket system.
Which benefits can be obtained by integrating the CRM with the PBX?
The integration of the Zendesk’s ticket system with the PBX is the first step to be taken by a company that wants to start the way to the digital transformation. In addition, the quality of customer service will be multiplied by 100.
By establishing this relationship, the agent can immediately identify the user with whom communication will be established. And not only that, but he will also be able to access all the history of this person registered in the company, which translates into maximum personalization and time optimization.
It is also conceived as an essential evaluation and improvement tool for the company. It is possible to monitor even the smallest details of the calls that are made, which allows us to carry out studies on the effectiveness and quality of these calls. All this added to the statistical value they present, which is essential to determine an optimal strategy, either at a commercial level or at the level of the company as a whole.
How does Fonvirtual’s PBX integrate with Zendesk’s ticket system?
1. Subscribe our advanced virtual PBX service and/or call center software.
First of all, it is totally necessary to have a virtual PBX solution that allows this integration. We will use in this post the example of Fonvirtual’s virtual PBX, with which this integration is also done in an incredibly simple way: no additional hardware installations are needed.
2. Subscribe the additional functionality of CRM integrations, in this case with Zendesk.
However, Zendesk is not the only integration you can get with Fonvirtual. You will be able to choose among the following ones the one that best suits your needs. Let our team of experts advise you. These are all the possibilities we offer:
- Google Data Studio
- Microsoft Dynamics
3. Access your Zendesk account
There you will find a section where you will be able to introduce your user and password of the Fonvirtual PBX or call center.
From this moment on, all incoming calls will be linked to Zendesk, and you will be able to enjoy all the advantages of both every time you receive or make a call.
Advantages of Fonvirtual’s integration with Zendesk
Thanks to the integration of Fonvirtual’s virtual PBX and call center software with the other work tools, you can gather all the information in one place. In addition, agents will be able to know and complete customer information more quickly and effectively while talking to them on the phone. Although these are the main advantages, here is a compilation of the other benefits we want to highlight:
- Caller identification
You will always know where the calls are coming from, so agents will offer faster and more efficient service. You will be able to register all your customer’s information in one place, and take advantage of the opportunities provided by call statistics.
- Collaboration between departments
All departments will have complete information and will be able to work more efficiently.
- Anticipating customer needs
You will be able to access the customer’s file directly from the call and to consult all the interactions that have taken place with him.
- Available anywhere
All our services have total flexibility, so you can enjoy them from anywhere in the world and on any device thanks to WebRTC technology. All the information will be available whenever you have an Internet connection.
- Call recording
The call recordings will be connected to each customer file, so that you can quickly check any data you need at any time.