GOALS

• Increase sales conversion rates by equipping the sales team with a powerful dialing solution and real-time customer insights for personalized outreach
• Improve lead qualification process through intelligent call routing and automated workflows to connect with high-value prospects efficiently
• Gain a holistic view of sales performance through detailed call analytics and reporting dashboards to identify areas for improvement and track key metrics.

Frustrations

• Experiencing limitations with current phone system in terms of scalability, features, and integrations hindering sales team's productivity
• Struggling to effectively manage and track leads across different stages of the sales pipeline due to lack of integration between CRM and communication channels
• Facing challenges in monitoring team performance and identifying coaching opportunities due to the absence of comprehensive call recording and analytics features.

GOALS

• Reduce customer churn by providing prompt and efficient support across multiple channels including voice, email, and live chat
• Empower support agents with real-time access to customer information and interaction history to personalize interactions and resolve issues effectively
• Improve team performance and track key metrics such as average handling time, first call resolution rate, and customer satisfaction scores through detailed reporting and analytics dashboards.

Frustrations

• Dealing with frustrated customers due to long wait times, repetitive information requests, and inconsistent experiences across different support channels
• Facing difficulty in managing and prioritizing support tickets effectively leading to delays in response times and potential escalation of issues
• Struggling to identify and address performance gaps within the support team due to limited visibility into individual agent performance and call quality.