Remote operations
Marc Prempain
15 April 2024
Share this article
Share this article
With many businesses moving to online platforms and turning towards digital transformation, CRM tools are a key element to invest in for your business strategy to lead an efficient and sustainable business that treats its customers with care. There are many CRM tools available out there, but what are they, and how can your business benefit from them? Let us explain how integrating ViiBE’s visual support solution in your CRM tools can help you in growing your business, all the while strengthening your customer relationships.
Customer relationship management (CRM) is a system of different tools and functions that help you effectively manage customer interactions across your organization. CRM software uses your organization’s database of past, present, and potential clients to leverage relevant information and create personalized, multichannel communication. That way, the information provided by customer service agents during interactions with customers is always accurate and up-to-date due to automatic system updates – which is particularly important in the current ever-changing industry environment.
A system with integrated CRM tools goes beyond just storing and utilizing customer data – it turns customer support into a centralized, cross-functional solution that can give you and your business many benefits. One of the most beneficial features within customer service CRM integration is the automation of everyday processes, which allows you and your workforce to save time and increase overall productivity. Instead of putting energy into repeatable, mundane tasks, your customer support agents can focus on projects that are more important for future business growth. What’s more, CRM also boosts employee collaboration – all of them use the same database with all the information they need, the managers can monitor their employees in real-time and match the customer to the agents who are the best fit to answer their questions.
Â
Each customer has different expectations and customer experiences. Well-ticketed information can help you keep track of every interaction your agents have with your customers, and a strong knowledge management system can turn this personal customer data into valuable information. This can be used to develop your customer service, social media strategy, and sales and marketing campaigns. CRM software can help you develop personalized email marketing, a critical way to not only obtain and retain customers but also render higher customer satisfaction by 81% of businesses.
ViiBE is integrated in Zendesk Support and Chat and is number one on the marketplace. When you integrate ViiBE in Zendesk it is a seamless integration that runs on WebRTC, meaning that it allows audio and video feeds without download.
Â
ViiBE’s CRM integration can benefit you and your business in a variety of different ways. Primarily, its features will boost your customer support performance and strengthen the customer service ethic of your company. ViiBE’s live video assistance tool in Zendesk is a great way for customer support agents to help them provide the best service possible. Having the video feed while you provide assistance gives you a more precise idea of the issue, which ultimately leads to providing better assistance and an empowered workforce.
ViiBE’s video call improves Zendesk users’ abilities to resolve complex problems from a distance. This is because ViiBE’s technology enables users to engage in visual, AR remote assistance communication with their customers and/or technicians – by offering you features such as screen-sharing. This functionality is a great tool to save time as it helps you get an immediate idea of the root of an issue. It also helps you increase in effectiveness, as there is no need for verbal descriptions anymore; the reason for the issue and the explanation needed is better shown than explained. After all, a picture is worth a thousand words – making a video even more valuable.
Â
Our Zendesk integration can also enhance your business from the sales pipeline and business growth perspective. Once you are connected to ViiBE for Zendesk, you can access participant feedback about interactions with your company. This information, which you can gather in your knowledge base, which ViiBE can equally help manage for you, is essential when developing further customer service strategy and evaluating training for your support and sales team. The option for video calls to be recorded is a great way to analyze the different aspects of the interactions later on with a clear head. ViiBE also allows the call participants to add annotations to any documents, such as text or drawings, which can later be downloaded with or without annotations.
ViiBE is now integrated into Microsoft Dynamics 365 CRM marketplace and its visual support tools are accessible for Dynamics 365 customers in just a few clicks – no download needed. With our integration, Microsoft Dynamics 365 users can now begin or schedule a video call with their customers, technicians, providers, or collaborators. The customers do not have to download anything – they enter the video call by clicking a link received via email or SMS.
Â
Furthermore, ViiBE’s live visual assistance feature is a great way for the support team to see the problem situation in real-time. With ViiBE, they can share their own screen or have a look at the customer’s screen, which is a great way to highlight show your product or service best qualities or help the customer proceed with the order online. The screen sharing option in Microsoft Dynamics 365 is also a great tool that saves time and works in favor of increased company productivity – real-time assistance is a much quicker way than describing the issue with words and pictures, creating miscommunication along the way.
Â
What’s more, the live video support in Microsoft Dynamics can enhance the proof-of-concept step by showing potential customers the products or services you sell directly without leaving your CRM system. This is a huge improvement for sellers, as they can let the product do the talking right away.
Salesforce is a CRM platform that has been tailored to improve communication between companies and their customers for support or sales intentions. It is now possible to download ViiBE directly from Salesforce’s marketplace. By using the ViiBE CRM integration, Salesforce users can use our live video assistance tool and the screen-sharing feature for better issue resolution and clearer communication with support agents.
Â
Salesforce CRM tools are known for the ability to help different teams follow the advancement of their tasks, as well as the ability to switch a ticket from a team to another once an action is needed from the other team. Salesforce has decided to enrich its knowledge base by integrating ViiBE solution into its marketplace and add video archives as well as all the other tailored-made collaborative management tools to its existing ticketing system.
ViiBE allows its users to archive all interactions within their CRM tool, encouraging knowledge-sharing through a strong ticketing system. You can archive valuable and even complicated information related to all remote interactions. The fact that you can add participants to a ticket and give them access to all files, participant opinions, and recorded video or chat conversations is adding a piece of unique information to the ticket. ViiBE also has an integrated dashboard visualization including infographics and tabs to help you present or share insightful reports for your team and superiors.
Â
Salesforce ticketing system is one of the best ways to divide your customer base or different process into categories allowing you to provide an effective follow-up. Many companies use it to gather data such as customer and client contact information, the milestones or the next steps into blocks, thus optimizing the workflow accessibility. Salesforce has integrated ViiBE ticketing system in order to provide a new kind of information base to its users: the video call archives.
Ranging from live video assistance, knowledge management services, a ticketing system, and expertise call-routing, ViiBE’s CRM tools make the future of integration look very bright. Frictionless in deployment, agile in use, and systematically robust – no wonder why ViiBE’s remote assistance technology is a leading integration with more and more services seeking our integration.
Join our newsletter to keep up to date with the latest news in the visual support industry.