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Customer relationship management (CRM)

Customer relationship management (CRM) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.

Riddhi Technology CRM is a cloud based CRM software that securely encrypts and stores all your crucial data on its cloud servers, which is accessible by authorised individuals anywhere, on any device. The availability of all necessary details can help in better collaboration between your sales and marketing team, thereby resulting in better lead generation and enhanced sales performance.

One important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, and more recently, social media.Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.

What is CRM Integrated IVR System?

Before we get into other details of this solution, first, we need to understand what it actually is! The CRM integrated IVR system is an Interactive Voice Response System (IVRS), which is integrated with the CRM (Customer Relationship Management) system of the company. This IVR solution works more intelligently in customer catering to offer the personalized experience to the user.

How it works?
  • The CRM integrated with the IVR system
  • Caller calls on a predefined number
  • The system will play personalized messages based on the available CRM details and guide the Caller to get required information or to take a desired action

This kind of CRM integrated Interactive Voice Response Solution (IVRS) can be used by any organization. However, the eCommerce, customer support center and call center can leverage the maximum benefit by IVR CRM Integration. The CRM integration in Call center or eCommerce will encourage the up-selling and cross selling, too. Also, it will convert lead in IVR itself, which reduces the IVR to agent transfer ratio.