One of the most important characteristics of CRM is that it makes communication management very easy. E-mail address of your company, WhatsApp accounts that connected to phone lines and messenger channels that connected to Facebook pages are integrated with CRM and your staff can communicate with potential customers via all these channels and secure that all communication processes are archived in CRM. For this, you do not need to share the passwords of all these accounts with the personnel. Thanks to CRM integration, only CRM user account defined personnel can interact with the prospect by using these communication channels.
You can also give different authorizations to your employees by using CRM through these communication channels. For example, in your sales team for 10 people, you can have 2 people deal with the messages sent to an e-mail address opened as info@... and you can set 3 of them to deal with messages sent to you from Facebook Messenger. You can use the remaining 5 people to deal with messages sent to WhatsApp that are connected to different phone numbers. These people cannot be able to see each other's channels or customers. On the other hand, if desired, a staff member who oversees Facebook Messenger can also direct a prospect to a staff member who oversees their e-mail address, if necessary. Since the prospects that reach you through all these channels will be stored in the same system, it will be possible for you to direct a prospect to another sales rep throughout the process.
This kind of customer sharing can be made between especially sales representatives who know different foreign languages. In addition, sharing can be made at certain times of the day for companies that want to communicate with customers 24/7. You can divide the day into 3 parts of 8 hours each and have a specific sales reps deal with the lead that contacts you in each time period.
You can easily authorize sales representatives on different communication channels. However, if you want potential customer distribution among sales representatives based on the language they speak or the time in which they communicate with you, you will need a CRM automation service.
As New Health Media, we help you with installing the CRM system within your company; providing essential integrations for training personnel, and for managing all communication processes with CRM; the design and implementation of the automation processes. If you want us to support you, contact us in no time.
.png)
Author:
CONSULTANT & CRM MANAGER