How to organize communication with customers? CRM and IP telephony

How to set up communication with clients? CRM and IP-telephony

To establish interaction with clients, retailers need not only to advertise products and sell them, but also to "win over" loyal customers, attract new ones, keep track of orders, analyze demand, and forecast which products will grow in demand. Also, it is important to control how politely managers communicate with clients, analyze successful and unsuccessful contacts, and customer feedback.

To achieve quality communication, business owners use CRM and IP-telephony systems.

What is CRM?

CRM — Customer Relationship Management system, is a program that helps manage interactions between employees and clients. It is part of the functionality for complete warehouse and financial accounting. CRM is responsible for customer management, recording contacts, and sales.

CRM helps entrepreneurs:

➤ automate the control of communication between sellers and clients,

➤ collect, store, and analyze customer information,

➤ reduce the likelihood of errors by salespeople when interacting with clients,

➤ attract new and retain loyal clients,

➤ analyze demand, forecast consumption trends, and more.

Thus, the main function of a CRM system is working with the customer base. There are accounting programs with CRM systems. In Torgsoft, CRM is an additional module "Customer Interaction System," which can be connected at will. Like any program, CRM can range from a simple client database to a full-fledged assistant with a wide range of functions.

The "Customer Interaction System" module in Torgsoft is multifunctional and provides the following tools for business:

✅ Customer accounting — gathering information about the client: contacts, financial and personal data, social networks, family and social status, date of birth, interests, and purchases

✅ Recording contacts and sales stages

✅ Order management

✅ Client classification by interests

✅ Document management automation: sending contracts, invoices, and commercial proposals

✅ Creating marketing campaigns

✅ Accounting for calls with IP telephony Binotel

✅ Reminders to contact the client

✅ Setting up notifications

✅ Analyzing employee performance

✅ Working with intermediaries

✅ Integrations with online stores, business services, and marketplaces: Viber, Nova Poshta, Rozetka, Prom, Software ECR, Monobank, Ukrposhta, Privat24.

What is IP-telephony?

IP-telephony is not mobile phone-based but computer-based phone services, often referred to as computer telephony. This kind of telephony is virtual and connects multiple phone numbers of a store into a unified network. Binotel is one such IP-telephony provider. Through Binotel, managers make and receive calls from clients, consult, conduct surveys and promotions, and accept orders. All conversations in Binotel are recorded and timestamped, and you can listen to them, check when the call was made, by which manager, with which client, and how long it lasted. Binotel also allows you to view call statistics for each employee and client.

When choosing accounting programs, CRM and telephony, it is important to ensure that these programs are compatible with each other and can work together. It is convenient to immediately install an accounting program that includes CRM and syncs with Binotel IP-telephony when needed, which is exactly what is implemented in Torgsoft.

What is required for synchronizing Binotel with Torgsoft?

1. Torgsoft license "Ultra" or "Terminal".

2. Additional option "Customer Interaction System" (CRM).

3. Personal cabinet in Binotel and API and key for WebSocket.

Specialists from Torgsoft help to connect and set everything up remotely: Torgsoft contacts.