Maximise your Sales and Service Engagement
The best way to connect with customers and prospects is constantly changing. Today’s
world is faster paced, better connected, and always on! Customers expect companies to
be ready to quickly and effectively address their questions, likes, dislikes and concerns
through the communication channels THEY choose.
Whether you are a fast paced sales organisation or a skilled service team,if you have or are considering an
investmentin Salesforce,you can
Transform your Inside Sales Strategy Unify There is no better time to amplifythe power of your Sales Cloud
investmentand transform how you do business to maximise your revenue return.
To improve your business successfully,you have to track and leverage everything you know about your customers.If
you don’t,you risk failure.In sales and marketing it’s no longer aboutindividual xls lists and “cross your fingers
marketing”.As a manager you can only improve your team if you can clearly track which prospects or campaigns
need follow- up and which reps are achieving and exceeding their key performance goals – and why – so you can
more effectively enable the broader team.
With a Salesforce integrated computer telephonyplatform your sales teams work through Salesforce to place every
outbound call,so now every call is tracked and recorded in the contact record – providing everyone with visibility and
metrics on every customer/prospecttouch.In addition,the insights you know aboutyour prospects in Salesforce
become powerful tools to automate how reps can increase connections.
For example,by implementing local caller ID for outbound calls,multiple NewVoiceMedia customers saw a 40%
increase in prospectconnections.Salesforce telephonyintegration improves rep performance and gives
managementpowerful metrics to manage effective revenue growth.
About NewVoiceMedia NewVoiceMedia powers customer connections that transform businesses
globally. Our customer contact platform connects organisations with their customers worldwide, enabling
them to deliver a personalised and unique customer experience and drive a more effective sales and
marketing team. With a true cloud environment and proven 99.999% platform availability,
NewVoiceMedia ensures complete flexibility, scalability and reliability.
your Customer Service Engagementimmediately benefitfrom automatically tracking and managing your
To deliver an efficientand personalised customer service experience thattransforms users to The question now
becomes how can you amplifyyour Salesforce investment?
brand advocates requires thatyour customer service communication channels integrate seamlessly with your
Salesforce ecosystem.By integrating NewVoiceMedia cloud platform you can now leverage these powerful
Salesforce insights at every touch point(phone,email and social communications) to more effectively sell and service
Everything you know aboutyour customer,from the productthey purchased,to how much they spentand their
preferred communication channels can all be tracked and managed through the Service Cloud platform.By
integrating Salesforce data with a multi-channel contactcentre platform,you now have the power to prioritise and
route customer inquiries
What if... you could increase your sales call pick-up rates to prospects by 40%
effectively to the appropriate agent.In addition,you can automaticallyprovide agents with a case historyand
knowledge base resources and automaticallytrack outbound sales
to address customer
inquiries successfully. call performance through Salesforce?
Since everything is integrated into Service Cloud,you now have powerful communication metrics thathelp monitor
and track agentperformance to What if... you could personalise
more effectively coach and optimise a service team.
each customer service touch point based on your customer’s Salesforce data history, while reducing first
touch resolution by 20% and
Salesforce provides the power to collect valuable insights aboutyour prospects and customers.When integrated wi th
a multi-channel communication platform itenables a business to maximise every service and sales touch point.
reduce customer effortby 15%!
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salesforce.com,inc.and are used here with permission.
Contact NewVoiceMedia International +44 207 206 8888 UK 0800 280 2888 US +1
(855) 534-2888 EMEA +32 2 793 3835 APAC +61 285 993 44
Deliver Positive Customer Experiences Across
Every Channel, Every Time
By Matt Jones, SVP DevOps, NewVoiceMedia
Businesses know that happy customers equate to success. Yet, they’re failing to follow
through on this guiding principle as they struggle to keep up with rapidly evolving
In fact according to a recentSerial Switchers
be the primarycommunication channel used byreport, sponsored by
all demographics,channel usage rates are quicklyof consumers are
taking their business elsewhere
changing as customers look to also solve their because they’re
unhappywith the service they’re
issues through email,chat,social and even online experiencing.Even
communities.So organisations thatsuccessfullycustomers feel that
the process ofresolving an
embrace this multi-channel demand will notonlyissue is so
cumbersome thatthey prefer to switch
deliver a winning customer experience butalso brands without
notifying or attempting to resolve
improve their agentefficiency and happiness.their issue with the
company.So how can your business retain more customers while decreasing the effort it takes for them to do
business with you?
The challenge is implementing a successful multi-channel approach isn’tdone overnight.It requires a contact centre
ecosystem thatcan To do this successfully,let’s firststartwith
automaticallyaggregate communication channels identifying your
contact centre goals.For many
into a universal queue to ensure your business itis to satisfy, retain
and develop rewarding
can manage and prioritise customers needs to connections with every
customer.So how are
the appropriate skilled agent - every time. To do rewarding
connections developed in the contact
this quickly and effectively your contact centre centre ecosystem
today? While voice continues to
platform should seamlesslyintegrate with your
So once your multi-channel contact centre foundation is built – what additional tips should be considered
to ensure business success? Here are two guiding principles to keep in mind when deploying a multi-
channel services strategy:
Guide Customers to the Right Channel
In the age of the smartphone and continuous online access,customers are notonly extremely familiar with,but have
an expectation of, being able to carry out certain transactions themselves.Why would you want to wait to speak to an
agentjustto find out your bank balance,where the neareststore is located or when a bill is due?
Self-service portals that are efficient and easyto navigate enable customers to carry out specific transactions
themselves.Notonly do your customers getwhatthey wantquickly and easily,but it also frees up customer service
agents so they can devote more time to handling more complexinquires.
CRM data so your customers historical data (cases,demographics,spend,etc) can define their queue priority and
also ensures the bestagentand channel skill is aligned to handle thatinquiry.
Overall, today’s customers are more informed and tech-savvy than ever before and they want to work with companies
that address their questions and issues quicklyand deliver superior levels ofservice through the channel of their
choice.Once organisations master the art of effectively routing customer queries and prioritising them based offthe
incoming channel and the customers’ history,they’ll seta strong foundation for multichannel success.By optimising a
multichannel strategy,organisations can further differentiate their customer service experience to retain and grow
their revenue and brand advocates.
Align Communication Channels with the Right Agent Skill
Contact centres need to play the game of matchmaker ensuring thatthey’re playing to the strengths oftheir agents.
Do you have agents thatexcel at chat vs phone? Then enable a rule to route all chat requests to those individuals.To
do this,you have to invest in technologies thatcan quickly and effectively route and align multiple channels to the
bestagentskill.The benefitof this approach is you will have happier customers and happier agents who will grow
with your companylong-term.
NewVoiceMedia NewVoiceMedia powers customer connections that transform businesses globally. Our
customer contact platform connects organisations with their customers worldwide, enabling them to
deliver a personalised and unique customer experience and drive a more effective sales and marketing
team. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures
International +44 207 206 8888 UK 0800 280 2888 US +1 (855) 534-2888 EMEA +32 2
793 3835 flexibility, scalability and reliability.
APAC +61 285 993 44
BD | EC15001 | PO7073 | 02/15 Salesforce,Sales Cloud,and Service Cloud and others are trademarks of
salesforce.com,inc.and are used here with permission.