Conversations for CRM
EARLY ACCESS
This feature is released as Early Access. Contact your account manager or the Sales team (opens in a new tab) for more information.
Conversations is a standalone Contact Center solution, allowing businesses to communicate with customers over their channel of choice.
Conversations for CRM allows Infobip to support a business' customer lifecycle management through Salesforce or Dynamics 365 CRMs.
This support is facilitated through an agent interface embedded directly inside the CRM allowing deep integration of Infobip's communication channels and the native CRM records that businesses use to manage their customers.
Features
Click-to-connect
The agent can initiate a conversation with a single click from within the CRM record.
When a conversation is initiated in this way, we automatically relate the conversation with that record in the CRM.
Benefits:
- Quick and easy way to engage customers
- Reduction in human error
Initiating outbound conversations over Click-to-connect is currently only supported over WhatsApp, SMS, Viber, and LINE, i.e. supported channels that use a phone number as the customer destination.
Automatic activity logging
When an agent handles a conversation from inside the CRM, the conversation is automatically logged within the CRM as a conversations object.
Fields logged:
- Conversation direction (inbound/outbound)
- Related record
- Channel + Sender
- Agent associated
- Start & End Time
- Duration
- Conversation transcript
Benefits:
-
Native CRM reporting
-
Customer timeline/history
-
Reduced handle time for agents
Screen-pop
When an agent is handling concurrent conversations, they may need to promptly switch between records inside the CRM to handle their customer needs efficiently. With the Screen-pop, they can:
- Check the level of subscription on an account
- See the status of a related case
- View the details of an opportunity
- See what was discussed in previous conversations
- Write up a summary/notes/the outcome of my conversation
- Relate the conversation to a specific object or person within the CRM
- See what the previous agent summarized in the conversation notes
These records might be related (e.g., contact, account, etc.) because the agent needs to access customer-centric information to handle the request.
Benefits:
- Native reporting
- Customer timeline/history
- Reduced cost to serve
- Improved customer experience
Dynamic routing
When a customer engages with your business, dynamically route them to the right place, the first time:
- Based on the People Profile's home country (synced with the CRM), route to the relevant language Queue
- Based on the People profile type (Lead) route to the Sales team
Benefits:
- Reduced cost to serve
- Improved customer journey
- Speed to resolution
Note: when integrated through People (opens in a new tab).
Proactive customer engagement
When a customer reaches a specific point in their lifecycle, engage with the right content to drive business outcomes:
- Chase up on missing payments
- Check in on new sales
- Reach out on incomplete baskets, etc.
Benefits:
- Increased sales
- Improved customer loyalty, etc.
Note: when coupled with Moments.
Personalized customer support
As inbound customers engage with your business, utilize data from People CDP or your CRM, to self-serve these contacts, allowing agents to focus on the more complex inquiries, for example:
Your case is with Team X.
The incident has been logged.
Your order is being shipped tomorrow.
Benefits:
- Reduced cost to serve
- Reduced queue times
- Increased CSAT/loyalty
Note: when coupled with Answers.