CTI or computer telephony integration is basically a process by which users can answer and make phone calls using a computer interface. It is very popular in the world of customer service, but you might wonder why that is the case. Listed below are some of the benefits associated with CIT.
#1 You Save Money
Once you have implemented CIT, you will find that your costs and expenses are going to go way down. There is a simple reason why this is the case, and this reason is that you don’t have to buy nearly as much hardware. Systems that would allow your CSRs to answer calls using regular phones are going to cost a lot of money, especially because of the fact that they are quite old and thus are not as widely or readily available as they used to be. You will also need less space since you don’t have as much hardware, so you can save on office space which will help you get a cheaper office with lower rent.
#2 Increased Work Efficiency
The amount of time it takes to switch between devices often seems like it is inconsequential. However, what you need to realize is that these little bits of time add up. Incorporating a help desk software like the one offered by Kayako helps make things more efficient, and CTI can take things even further. This is great because of the fact that all of this time that you are saving can go towards giving your customers a much better experience. Your CSRs will be able to give your customers much more personalized service because they will have more time to do so.
#3 Easier Employee Collaboration
If there is one thing that stops your company from giving customers the best customer experience as possible, it is a lack of cooperation and collaboration among the members of a customer service team. And if there is one thing that gets in the way of your customer service representatives collaborating and cooperating with one another, it is the lack of a centralized location that allows them to do so. CTI allows all of the conversations to occur within a single platform. This makes it infinitely easier for your employees to talk to one another and share the experiences that they are having.
#4 Unique Features
There are a lot of features incorporated into CTI. For example, you can set up a system that would have customers get callbacks instead of having to wait on hold. Additionally, there are a number of features that allow customers to set their preferences before they actually reach an agent. This includes the language they prefer as well as the location they are calling from, all of which is information that you can save in order to give that customer a personalized experience the next time they call.
#5 Easier Data Collection
Excelling in the world of customer service involves collecting a lot of data. This data will help you learn about what aspects your products are lacking in, as you will be able to see where these complaints are mostly coming from. The important thing to remember is that phone calls are often not very good at gathering information and data. That is, unless you have an integrated phone network. Once you implement CTI, you will be able to record calls as well as all of the data that was in those calls with a great deal more ease. This data will be invaluable in your attempts to improve the quality of the products and services you’re providing.
#6 Neater Workspaces
This actually contributes a great deal to a lack of efficiency in the workplace, as well as an overall sense of chaos in the office. The neater the workspaces are, the more that will end up getting done. Phone integration is going to allow you to give everyone in the office, including yourself, a workspace that will be a lot easier to manage. This is especially true when you consider that everything will be done from a centralized location.
#7 Happier Employees
This is perhaps one of the biggest benefits that you will get to enjoy once you implement CTI. Your employees are going to be ecstatic that they will have neater surfaces, and they will definitely appreciate the fact that they have a centralized location from where they can do all of their work. The fact of the matter is that happier employees are going to be a lot more dedicated to their work, and as a result you are going to start offering much better customer service almost automatically. The benefits of CTI are endless, but this list will give you a better idea of what you stand to gain.