Benefits of VoIP CRM integration
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If phone calls are an important part of how you run your business, integrating your voice over Internet protocol (VoIP) and customer relationship management (CRM) software can provide huge value. Learn more about VoIP CRM integration below.
Streamlined Sales Communication: VoIP–CRM integration enables reps to make calls directly from the CRM, automatically log call data, and access customer history in real-time—saving time and improving call relevance.
Improved Productivity & Data Accuracy: Auto-logging, click-to-call, and centralized notes reduce manual entry and context switching, leading to more efficient workflows and better data for sales teams.
Better Customer Insights for Personalization: By capturing and syncing every call and interaction within the CRM, teams gain a fuller picture of the customer journey, enabling more personalized and effective follow-ups.
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Your VoIP software plays an important role in how you communicate with customers, and your CRM helps you track all of your customer relationships. So shouldn’t the two of them work together?
By integrating your CRM and phone system, you can get more from both tools and save your team valuable time.
In this blog post, we’ll explore what VoIP CRM integration is, its benefits, popular systems, how to choose the right solution, and steps for implementation.
Voice over Internet Protocol, or VoIP, systems are tools that let you make voice and video calls over the Internet rather than through traditional phone lines.
Customer relationship management, or CRM, tools are software that help businesses improve relationships with current and potential customers and win more deals. They include features for contact management, pipeline management, reporting, and more.
VoIP CRM integration, then, is the process of connecting VoIP and CRM tools so that they can share data and work together seamlessly. Integrating your CRM and VoIP systems enables you to track your phone calls more easily, keep your data updated, and spend less time switching applications.
Connecting your VoIP and CRM systems provides lots of advantages for your team. Here are a few of the biggest ones.
CRM phone system integration helps you have better conversions with customers. When you integrate your CRM and VoIP tool, you can make calls right from your CRM and access CRM data, such as call recordings and notes, when making calls. You can then use this data to inform your conversations, helping you to provide better customer service and connect more with your contacts.
When you’ve integrated your CRM and phone system, you can spend less time switching between tools and manually entering data.
For example, you can click on a phone number in your CRM to call, so there’s no need to switch to your VoIP tool. Once a call ends, the call data is automatically added to contacts’ records in your CRM, saving your team time they’d otherwise spend manually updating that information.
Eliminating these manual, routine tasks makes your team more efficient, enabling them to focus on talking to customers.
CRM phone integration ensures that all of your interaction history, call data, and other information about customers is in one place. This provides you with a 360-degree view of customers, helping you get to know them better and tailor your outreach, marketing, and product to better meet their needs.
You have plenty of options when it comes to VoIP software. Many of the top VoIP tools integrate with CRMs, such as Nutshell. Check out the list below for some of the most popular virtual phone systems, all of which integrate seamlessly with Nutshell.
KrispCall is a telephony solution that integrates with CRMs and leverages artificial intelligence for features like transcriptions and message suggestions. It also offers features like call routing, live call monitoring, and call analytics. When you integrate Nutshell and KrispCall, you can save time with automatic call activity logging, click-to-call functionality, and real-time data syncing.
Did you know? Nutshell customers get access to exclusive discounts on KrispCall. Contact us to learn more.
CallRail offers VoIP features such as call tracking, analytics, and AI-powered conversation analysis. When you integrate Nutshell and CallRail, you can automatically track call activity and create leads from your phone calls in Nutshell.
JustCall is another top VoIP solution that offers CRM integration along with features like automated workflows, call routing, and AI call coaching. With the JustCall-Nutshell integration, you can automatically send text messages to new leads and track your call activity in Nutshell.
Another popular option is OpenPhone, a VoIP tool that emphasizes team collaboration through shared workspaces, unified data, and AI-powered automation. When you integrate Nutshell and OpenPhone, you can also automatically create contacts and log activities from phone calls in your CRM.
MightyCall is cloud call center software for small to medium-sized businesses that provides call notes, call routing, and analytics. When you take advantage of Nutshell’s integration with MightyCall, you can automatically log calls in Nutshell and create contacts across Nutshell and MightyCall.
Dialpad is a customer communication platform powered by AI that offers features like video calls, SMS, call summaries, and sentiment analysis. With an integration of Nutshell and Dialpad, you can automatically log call and text activity in your CRM.
Kixie is a sales engagement platform that lets teams automate calling and texting. It also offers features such as conversation analysis, call monitoring, and call routing. With Kixie and Nutshell integrated, you can call contacts directly from Nutshell with one click, automatically send SMS messages from Nutshell, and automatically log calls in your CRM.
With so many options out there, how do you know which VoIP system is right for you?
You’ll want to consider your business’s specific needs and how well each tool matches up with them. To gather information about your options, you can review each tool’s website, check third-party review sites such as G2, and attend a demo.
Some of the most important factors to consider include:
Of course, you’ll want to make sure any VoIP tool you’re considering has the features you need. Think through how you plan to use the tool ahead of time so that you can choose a system and plan with the capabilities you need without overpaying for those you don’t.
As we’ve already discussed, integrating your telephony systems with the other tools your business uses can help you get more from all of your tools and save your team valuable time. In addition to your CRM, check whether VoIP tools integrate with your customer support software, reporting tools, marketing software, and any other tools your team uses regularly.
It’s also important to choose a tool that can grow with you as your business grows. You’ll want to be able to add more users and lines without a steep increase in costs. You may also want the option of getting access to additional features as your needs change.
Customer support and resources are also valuable especially when you’re first getting started with a new software product. Check what knowledge base resources and customer support VoIP providers offer, including support channels and hours. During your free trial, test out support responsiveness by reaching out.
Once you’ve chosen a VoIP system, how do you actually implement the integration? The specifics depend on which phone system and CRM you choose, but we’ll walk through some of the possibilities and the general process below.
It’s helpful to plan your integration ahead of time so you ensure you choose the right tool and know what to expect throughout the process.
There are four main types of crm phone integrations you may encounter:
Nutshell offers native integrations and managed integrations through our App Marketplace for many VoIP tools, including the ones listed above.
Once you’ve set up your VoIP tool and integrated it with your CRM, you’ll want to ensure your team knows how it works and how to get the most value from it.
Hold a training session for any team members who will use the VoIP tool to show how to use it, which features the integration offers, and how they can use those features. For example, you might want to show your team where to access call notes in the CRM.
As your team uses the integration, make sure you monitor how it’s working and gather feedback from your team. This can help you come up with new ideas for integration features and ensure everything is working smoothly.
Integrating your VoIP system with your CRM goes far beyond simply making calls from your computer; it fundamentally transforms how you interact with customers, turning every conversation into a more informed and impactful engagement. Imagine this: before you even pick up the phone, your CRM instantly pulls up the caller’s complete history—their past purchases, previous interactions, support tickets, and even their communication preferences. This isn’t just convenient; it allows you to greet them by name, understand their context immediately, and tailor your conversation from the first word. This level of preparedness eliminates repetitive questions, builds instant rapport, and makes customers feel truly valued. It shifts interactions from generic transactions to personalized, problem-solving dialogues, leading to higher satisfaction, quicker resolutions, and stronger relationships.
Prepare for a serious boost in efficiency! A VoIP CRM integration isn’t just about making calls; it’s about streamlining workflows and eliminating time-wasting tasks, freeing your team to focus on what they do best: building relationships and closing deals. Here are the tangible productivity gains you can expect:
By cutting down on manual tasks and providing instant access to critical information, your team can handle more calls, serve customers better, and ultimately drive more business in less time.
A truly comprehensive 360-degree view of your customer is the holy grail for any business, and VoIP CRM integration is a powerful catalyst in achieving it. Your CRM already holds a wealth of information—purchase history, website interactions, email correspondence, and more. When you integrate your VoIP system, you seamlessly weave in the crucial layer of voice communication data. This means every phone call, its duration, recordings, and detailed notes from conversations are automatically logged and associated with the correct customer record.
This unified data stream allows your entire team—sales, marketing, and support—to see the full picture. Before a call, an agent can review past conversations and understand the customer’s current needs. After a call, the insights gained are immediately available to others, ensuring consistent messaging and informed follow-ups. It helps you identify communication patterns, understand customer sentiment, and tailor future interactions with unparalleled precision. This holistic perspective eliminates information silos, ensures everyone is on the same page, and ultimately leads to more intelligent decision-making and a truly customer-centric approach.
Choosing the right VoIP system for integration with your CRM isn’t a one-size-fits-all decision; it requires careful consideration to ensure a seamless fit for your business needs. Beyond just looking at the list of features, here are the critical factors to weigh:
By thoroughly evaluating these factors, you can select a VoIP system that not only integrates smoothly with your CRM but also genuinely enhances your team’s communication and overall customer engagement strategy.
While VoIP CRM integration offers immense benefits, it’s wise to be aware of potential challenges to ensure a smooth and successful implementation. Forewarned is forearmed, and with a little planning, you can sidestep common pitfalls:
By proactively addressing these areas, you can ensure your VoIP CRM integration delivers on its promise of enhanced communication and efficiency without unexpected headaches.
Integrating your CRM with VoIP can transform your communication with leads and customers, increasing productivity, providing better customer insights, and improving your relationships with contacts. By integrating your CRM and phone system, you can set your team up for success.
Nutshell offers numerous built-in and managed VoIP integrations as well as features for outreach, contact management, sales automation, and more. Explore our integrations or start a free trial to give Nutshell a try yourself.
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