In the linked world we live in today, companies can’t rely on the old days of marketing and must respond to customers how they want to learn about the brand. In many cases, this means a sales strategy with multiple channels, including phone calls, emails, social media, and a live chat, which we term an omnichannel approach. 

All this comes with the benefits of providing sales customers with a consistent experience and the ability to switch across those communication touchpoints with streamlined processes. However, it can also lead to sales complexity and resource strain. A reliable business phone system is essential in this situation.

How to Effectively Manage Multi-Channel Sales

With ever-increasing sales channels, how do you manage them all effectively?

• Inconsistent Customer Experience: Having many channels of communication can lead to disjointed customer interactions that may leave customers in the dark, receive conflicting information, and so forth, in the process frustrating customers and costing business.
• Data Silos: Data collected on one channel is quite often separate from data collected on different channels, blocking out the overall picture of customer behavior and preferences. Because there is no centralized data source, personalizing interactions and customizing sales strategies becomes problematic.
• Resource Constraints: A small team just can’t handle a high volume of inquiries across multiple channels. Missing opportunities for the sales representatives, lower productivity, and more burnout among the sales representatives.
• Difficulty in Tracking Performance: Unless you have a centralized system for tracking key metrics such as call volume, response time, and conversion rates, then measuring the effectiveness of a channel, or identifying areas to improve, can be difficult.

How a Business Phone System Streamlines Multi-Channel Sales

A modern business phone system can act as a central hub for all customer interactions, regardless of the channel. 

Here’s how it simplifies multi-channel sales efforts:

• Unified Communication Platform: The number of communication channels on which sales teams and customers engage with each other is abundant: from voice calls to video conferencing to mobile messaging (SMS, chat including Slack), and even social media interactions, a platform can gather most, if not all, of these into a single, streamlined, and seamless experience.
• Customer Relationship Management (CRM) Integration: However, if your phone system is compatible with your CRM, the data will be automatically synced over which means sales representatives now have full access to the customer’s data of past interactions, preferences, etc. so that they’re able to provide personalized, informed interaction.
• Automated Workflows: Automating routine tasks like call routing, transferring incoming calls and voicemail transcription frees up significant time freeing up sales representatives to do things that actually close a deal and maintain relationships.
• Advanced Analytics and Reporting: I can also mention that the analytics and reporting dashboards of complete are very useful, as businesses can understand customer behavior, sales team performance, and results from different communication channels. With this data-driven approach, companies can show where to make improvements and how to amend their sales strategies.
• Improved Collaboration and Teamwork: Team messaging, conference calling, and calendar sharing can bring collaboration and communication to sales teams, increasing efficiency, and reducing mistakes and low quality.

Key Features of a Modern Business Phone System

• Voice over Internet Protocol (VoIP): High-quality voice calls over the Internet providing cost savings and flexibility over landline systems, are enabled.
• Interactive Voice Response (IVR): Routes callers automatically to departments or agents according to their needs and handles calls more efficiently for the whole process.
• Call Recording and Monitoring: Facilitates quality assurance in customer interactions as well as coaching.
• Call Queuing and Call Forwarding: Guarantees that customer calls are received at once and efficiently despite peak hours.
• Mobile Integration: Provides customers and colleagues the ability to stay connected via mobile apps for sales representatives on the go.

 JustCall.io: A Brief Introduction

JustCall.io is a cloud-based business phone that comes with voice, SMS, video conferencing, and live chat. But it works as a charm with major CRM platforms including Salesforce, and HubSpot to help automate all businesses’ sales processes to boost their customer interaction.

Conclusion:

Today, business phone systems are a necessity, rather than a luxury in the world of business. A unified communication platform facilitates building a business on multiple channels for a single channel to handle multiple aspects of the sales for better customer satisfaction and differentiation.