As a real estate professional, sometimes you may feel like you need more than 24 hours in a day to get things done. With so many tasks to do, paperwork to sort out, and people to interact with daily, it’s easy to get overwhelmed. This is where productivity apps enter the picture.

Productivity apps are all the rage these days, and with good reason. Using the right software to create efficient workflows, access and share essential documents, book appointments, and seamlessly communicate with the necessary people can save you valuable time and effort. Below are the best tools to keep you and your team of agents organized so that you can focus on closing more deals and boosting your revenue.

top mobileapp categories apps for realtors

 

11 best apps for realtors to boost productivity

With the numerous tasks they’re required to perform daily, realtors sometimes need a little help increasing their personal productivity. The following apps are excellent tools for you and your team to stay right on track and boost your real estate business.

1.  Aloware

This modern contact center solution is of great help for real estate agents even when they’re on the go. Aloware has a handy mobile app that allows you to manage your omnichannel communications in one place. This tool has advanced calling features that let you take care of several aspects of business. With Aloware, your team can:

  • Do unlimited outbound calling
  • Schedule SMS follow-ups
  • Power dial to make more calls in less time

Additionally, Aloware has some valuable customer relationship management (CRM) integrations, including HubSpot. This feature lets you make phone calls and automatically log call activity without switching between apps. 

aloware best apps for realtors

2.  HubSpot

This free inbound marketing solution is incredibly useful across industries. It offers a broad collection of sales, marketing, and service tools you can seamlessly integrate with other apps you may be using. Additionally, it has some extra features at an added cost that make your marketing experience even better.

With HubSpot, you can:

  • Log and track calls, emails, and texts messages between you and your clients
  • Personalize and automate email blasts
  • Create and manage actionable campaigns
  • Promote and streamline team collaboration

3.  Pipedrive

CRM software is crucial to driving productivity in your real estate business. Pipedrive is an excellent tool to increase revenue and save time while:

  • Building efficient pipelines for investors, buyers, and properties
  • Tracking conversations with customers
  • Taking notes in-between showings
  • Following up with your leads and prospects

This powerful tool lets you keep tabs on all your portfolios so that you can prioritize operations. It enables you to import data quickly and review previous communication with clients so that you’re always on top of all conversations.

4.  Zoho

This CRM product provides you with tools to manage your sales process and properties in one place. It’s a one-stop-shop solution for brokerage firms and real estate agents. Zoho has many valuable features, including:

  • Omnichannel communication
  • Built-in campaigns
  • Project management tools
  • Third-party integrations and application programming interfaces (APIs)
  • Marketing automation
  • Team collaboration
  • Customer support

Moreover, it allows full customization to meet your real estate agency’s unique needs. Its self-service portals can connect both property buyers and sellers with your business and help you effortlessly generate leads. 

5.  Todoist

Lists are the easiest way to keep track of your daily tasks and get them out of your head. They allow you to visualize and prioritize activities so that you can get everything done right on time. Todoist is a to-do list tool that helps you remain organized and ensure you don’t miss a beat. It enables you to categorize your tasks by project and figure out what’s yet to be completed with its practical board view.

This solution is compatible with all major operating systems, including:

  • Windows
  • Apple/Mac
  • Android

to do list templates apps for realtors

6.  Google Workspace

Many think Google Workspace is yet another cloud storage tool. Yet, it includes all the productivity tools you know and love, including:

  • Google Drive
  • Google Sheets
  • Google Docs
  • Google Slides
  • Google Meet
  • Google Calendar

This all-in-one solution is ideal for creating and sharing documents with your teams and clients so that you can collaborate in real-time. It also allows you to edit documents online, knowing they will sync once your device is back online. 

7.  Dotloop

This real estate transaction management tool lets agents, brokers, and clients team up virtually. It empowers you and your salesforce to manage deals from offer to close effortlessly and in real-time. 

This solution integrates with more than 75 real estate platforms, including popular CRMs, accounting systems, and more. Dotloop users can easily:

  • Edit forms
  • eSign
  • Collaborate
  • Automate compliance

8.  Adobe Lightroom

Adobe Lightroom is a powerful image editing software that makes your property pictures look amazing. Additionally, it empowers you to optimize your workflow by batching processes and applying presets to a series of photos simultaneously.

This photo editor has an intuitive interface you and your team can easily use. Besides, it protects your original files in case you go overboard with the edits. Lightroom is perfect for:

  • Adding custom color effects
  • Adjusting brightness and contrasts
  • Preserving image quality
  • Sharpening or softening pictures 

9.  BombBomb

Video is one of the most effective storytelling tools available, and you can take advantage of it on numerous platforms. This marketing tool allows you to engage and convert more leads than other types of content. 

BombBomb supports over 50 CRM and email marketing integrations. This app makes it easy for you and your team to record and send personalized video messages to your clients that may lead to:

  • Increased replies
  • More email clicks
  • Added communication efficiency

10.  Evernote

This versatile app will come in incredibly handy if you’re a note-taker. It makes it super easy to write down important details about clients, deals, and properties so that you won’t accidentally forget.

Evernote’s Chrome extension also lets you:

  • Quickly save fragments or full versions of any website, ad, or real estate newsletter 
  • Scan and upload documents through your phone’s camera
  • Record voice messages
  • Shoot videos

11.  Calendly

It’s hard to keep your schedule organized without a good calendar app. Although there are dozens on the market, Calendly offers you a clean, intuitive interface to book meetings and phone calls with your clients through your very own scheduling link.

This tool will make your life and your prospects’ much easier by:

  • Automatically checking availability
  • Updating your schedule for you
  • Preventing overlapping meetings 

Conclusion

Efficiency is a non-negotiable trait for real estate professionals. Thankfully, tools like the ones listed above help you boost this quality. If you want an all-around solution for your real estate needs, contact us and try Aloware today.

A call center typically has different call management systems that help them with their operation. An inbound call center operation uses an IVR system to properly assist incoming callers to be routed to the correct department for a better customer experience. Managing inbound calls include repetitive steps that can be handled by a system that would efficiently sort and assess customer requirements before they reach a live representative. 

An Interactive Voice Response (IVR) is a telephony technology that uses a series of pre-recorded messages and an automated menu that initially interacts with the caller. Commonly known as a phone tree, the IVR system is set up in a contact center to help businesses manage incoming calls. There is more to call center IVRs than just routing the call to the best agent for the job. 

Here is a typical call center IVR scenario that might have happened to you when you contacted a company. First, an IVR always starts with a greeting. It is then followed by options within the automated menu and associated command keys. Finally, queue music is played for the customer during the wait times before being answered by a live agent.

 

Typical IVR Scenario

How do call center IVR tools function?

A call center IVR has many functions and is not only limited to proper call receiving and routing. Traditionally, it uses  DTMF or “touch tones” that allow dialers to navigate without tying up an operator. Today, callers can interact with the phone system using speech recognition to command a prompt in the IVR. Altogether, an IVR system can: 

1. Serve as a virtual receptionist

Every time a caller calls into your business, it’s like stepping into your physical store or establishment. You are greeted by a receptionist, in this case, a virtual one. It uses a pre-recorded human speech to greet your caller and guide them on what part of your business they want to deal with. 

IVR systems are always present even during outside business hours. You can make sure that your customers are well informed of your operating hours. They can be assisted with concerns that can be solved through automation. You can show how professional your business can be with the use of the IVR system. 

Vonage Business. Investigating The Horror of IVR: Is yours an experience-crushing monster?

2. Gather information about the caller

Have you encountered an IVR that collects information from your recent outgoing calls? It asked you about your account number, name, birthdate, or pin code. Nowadays, an IVR can recognize these types of data for three reasons: verification, security, and context before reaching an agent.

This works best for businesses that require a password or code from the caller whenever they transact through the phone. These types of transactions usually happen in industries like financial services (banks, credit cards, loans, etc), insurance, healthcare, and many other similar industries. This is to protect sensitive customer information and prevent fraudulent transactions. 

3. Automate customer support

Equipping the IVR with a self-service option and automation is how modern-day companies manage inbound call center operations. Some IVRs can perform simple tasks typically done by a live agent including payment processing, service/account activation, balance inquiry, tracking updates, basic troubleshooting, and answering frequently asked questions (FAQ). This support can be available to the caller even outside business hours which means you can provide uninterrupted customer support. 

Performing these tasks by your IVR can allow your agents to be more productive and focused on solving other complex tasks. However, don’t eliminate the option to speak with a live agent completely. Some callers like the elderly, differently-abled persons and new customers may still need human assistance. Remember to always put user-friendly interfaces and menu options on your IVR system. 

4. Prioritize high-valuable calls

Long-time customers and those with high customer lifetime value (CLV) can be prioritized in the queue once the IVR recognizes their account or phone number. They will be routed to the agents who are most qualified to take their concerns. Other times, they are routed to the agent who had previously solved their concern. It will help your business develop a meaningful relationship with the customer. 

This relationship with your high-value customers will have a lot of benefits such as repurchases, referrals, net promotion, and customer satisfaction. If long-time customers feel they are valued and heard, they’re more likely to develop loyalty to the business. Complex concerns from new customers should be addressed with the same urgency as well. You can turn a good impression into a great one with this IVR function.

5. Route calls using skill-based routing

Skill-based routing is a step-forward version of ACD or Automatic Call Distribution whereas the IVR system will give an option for callers to connect with the most suitable representative. For instance, they can be sent to an agent who can speak their language, is a subject matter expert, or matches their location. This will greatly improve the customer experience for your callers. 

In skill-based routing, the caller will select their preferred language in the IVR menu. The caller will then be forwarded to the support team with phones that belong to the requested language. An agent can have multiple specifications and can handle different requested skills. Below is the representation of skill-based routing in call center IVR:

skill based routing infographics

6. Deal with high call volume

Your call center IVR is not just your virtual receptionist. It serves as your high call volume manager during peak hours so that your agent won’t be devastated by the number of calls they have to take in. The IVR system will act as a self-service system for simple concerns not needing a live agent. 

Some IVR systems like Aloware’s contact center software will let your callers opt-in for a callback during long wait times. Instead of staying on the line, Aloware can save their position in the queue and have an agent call them back instead.. This feature will save your business from missed opportunities and call abandonment. 

Benefits of call center IVR

Many small to medium enterprises nowadays employ IVR systems in their contact center. This is due to the rising demand for superior customer service, lower costs for IVR technology, and the popularity of hybrid remote work. Take a look at the benefits of having an IVR system in your contact center:

1. Increase FCR or first call resolution

First call resolution (FCR) is a metric in a call center where customers’ concerns are solved without the need for transfer. Since callers are always directed to the best agent to handle their concerns, the likelihood of their concerns being resolved right away is high. IVRs lessen the unnecessary transfers, reduce repeat calls, and overall improve the first call resolution rate.

2. Raise efficiency in customer service

Modern IVR systems can solve simple tasks like account verification and answering FAQs. It utilizes the time and talent of the support team effectively by allocating urgent calls to a live agent. When the CRM and IVR are integrated, a customer’s account is immediately pulled from the records saving the agent’s time in doing it manually. Your contact center operations will be more efficient when the IVR system is used wisely.

3. Minimize operational costs

You can cut costs by no longer having to hire and train agents dedicated to performing rather mechanical tasks such as general inquiries, payment arrangements, and balance inquiries. You can also save costs from data and call bandwidths from queue hold times and average handling time. 

4. Enhance the call routing and transfer rates

The majority of the consumers expect their concerns to be solved by a single representative. It means that when they finally reached a live representative, they expect less call transfers and more resolutions. Optimizing the call routing process with the IVR system can significantly reduce call abandonment rates. Your customer will feel more heard and appreciated resulting in improved customer retention. 

Best practices of call center IVR

Before you equip your contact center with an IVR system, follow these best practices of call center IVR from Aloware.

1. Do not complicate your IVR menu. 

The ideal prompt in an IVR menu is five to six prompts. Anything more than that is complicated for most of your callers. Also, never make it difficult for them to reach a live agent. Give at least one to two self-service options before forwarding them to the live agent queue. 

2. Prompt callers once about the call recording. 

Calls are recorded for quality control and purposes. This is regulated by laws and callers should always be informed about their conversations being recorded. However, prompting the caller about the call being recorded multiple times will make them feel uncomfortable. 

3. Give multiple language options. 

If your business operates on a global scale, then you have to provide multilingual options for your customers. This is possible since some contact center software like Aloware provides a cloud-based contact solution so that you can hire different language speakers remotely around the world.  

4. Set up a human-like IVR system. 

You have to make your IVR system sound and behave like a human by recording your own prompts or utilizing a third-party AI voice generator that mimics natural human speech. Some IVR systems have a screen-dialing feature that allows people with impaired hearing to interact with the IVR for self-service transactions. These methods constitute contact center automation in humanizing the customer experience. 

How to set IVR with Aloware contact center software

Aloware is a contact center software that is suited for managing call center operations, both inbound and outbound. It equips your contact center with omnichannel features like unlimited voice calls, two-way SMS/MMS, CRM integration, and local presence line provisions. Aloware’s IVR tree or IVR system will help your callers navigate their way to the right department. Configuring your IVR system in Aloware is easy for any business.

To start an IVR tree in your Aloware account, go to Line Settings and click the IVR tab. Each option in the IVR can be designated with a customizable voice prompt that dictates directions such us “Press 1 for Sales” or “Press 2 for Support.”

You can define the options for your callers. These options range from pressing 1 to 10 along with *(star) and # (hash/pound). You can see the list of the available options below.

Aloware helps companies manage their inbound and outbound contact center operations. You can keep tabs on your live calls, monitor metrics in your live dashboard, and manage lines and ring groups. Experience omnichannel communication with your customers and make more powerful calls with our power dialer. To learn more about Aloware, you can schedule a demo today with a live and friendly representative. 

Sales representatives who perform sales outreach daily are busy round the clock ensuring the business has a steady flow of leads and revenue. They ensure every call is accounted for, properly logged, and positively impact the sales campaign. In one way or another, they count on each call to effectively contribute to the company’s bottomline. On top of it, they are also engaged with different people in different conversations every day making it difficult to recall every sales context they went through. Call dispositions allow them to reference what happened in each call instantly. 

What are call dispositions?

Call dispositions are discreet labels or categories that define what happened in a call. Inbound and outbound calls each have their own set of call dispositions. Depending on the industry, the role of the call representative, and the department, call dispositions can vary. Examples of dispositions for outbound sales calls are pretty straightforward like booked meetings, left voicemail, or not interested. Inbound calls in most cases mimic the status of customer support tickets like resolved, transferred, or escalated. 

Although call dispositions have many variations, it is essential to note that the labels of each call must be accurate as a basis for post-call workflows and reporting. If done correctly, your business can implement automated lead nurturing. Otherwise, it can take a valuable sales lead on the wrong sales path. Every call disposition is as crucial as any other business decision in the company. 

What are the benefits of adequately logging call dispositions? 

Since call dispositions can be considered business decisions, properly logging call dispositions for every call outcome can give your business the following benefits. 

1. Increased sales and support visibility

You can better understand how to resolve several calls in a day and prioritize valuable leads. It gives you the ability to pull up records with first call resolution and see how your agents handle it. You can also identify potential revenue streams from different sales pipelines and take your sales focus there. 

Your business will have better visibility on sales and support by crunching the numbers from call dispositions. You can use it to analyze different variables that influence conversion. For instance, you can see which type of calls have the highest average handling time (AHT) or which source brings in the least number of meetings. It can give you an idea of what customers are calling about in a week and the pain points your sales representatives are dealing with.  

2. Systematized and efficient workflows

While you can find the full details of the call in the call notes, call dispositions can give quicker, more straightforward, and visible call outcomes. Sales and support teams can have an overview that allows them to skim call history saving them their time from reading each call note about the customer. With this, they can respond appropriately to the customer and be delicate about their concern. 

Call dispositions also help teams direct call outcomes to the appropriate workflow sequences. If a call needs a callback from a manager, the agent can tag it as “callback required,” meaning that the call will not go to resolved cases. The same goes for follow-up calls; call dispositions can route the calling workflow to the appropriate sales manager to book a meeting or discuss further product matters. It is because not all the time can an agent resolve a concern alone.  

3. Simplified DNC compliance

In 1991, the US Congress passed the Telephone Consumer Protection Act to respond to consumer concerns about the increasing number of unsolicited telephone calls for marketing purposes. Together with the Federal Trade Commission, they developed the national Do Not Call Registry, where commercial telemarketers cannot call a number on the registry, subject to certain exceptions. 

Call dispositions can promptly record and honor DNC requests to comply with this federal law, and the agent can tag the call as “DNC” or “Added to DNC” if the callers want to register their number in the DNC registry. It removes their number automatically from the campaign list. Your call campaign can run smoothly without bumping again to a DNC-registered contact.

4. Comprehensive reporting

Since every call is contextual, call dispositions can categorize them with a definitive label. It makes the calls easier for managers to quantify when reporting. Categorical data works for performance analysis. Suppose a business reported 500 resolved cases while 200 of these resolved ones are “resolved” with follow-up or callback. In that case, the remaining 300 could be considered the first call resolved issues, citing an excellent first call resolution ratio in a business.  

Call dispositions provide insights to understand the team better and see how they can improve. Reporting to C-level executives is much more effective, primarily when a contact center handles thousands of calls in a month. It is easier to crunch numbers about the performance of a contact center with the use of call dispositions along with other pertinent metrics. 

How do call dispositions benefit sales?

Sales representatives are responsible for moving the lead continuously in the sales pipeline. That is why it is vital to keep their task navigation as simple as possible. Here are some benefits of call dispositions for sales teams.

1. Streamlines the sales process by listing call outcomes.

Your sales representative opens a drop-down option of what happened to the sales call. They will save time deciding what to put in the call outcomes. After tagging a call and wrapping it up, sales representatives can quickly move to their next call. Ultimately, sales representatives will improve their number of dials per hour which is one of the most important cold calling metrics for you to monitor.

2. Moves the lead automatically in the sales pipeline.

Post-call workflows normally depend on the last call outcome. Call dispositions are crucial in sales automation because they can serve as triggers for the next steps in the nurturing process An incorrect call disposition may disrupt a sales journey of a lead. Your sales representative should know the importance of tagging the proper call disposition.  Accidentally tagging the call as “do not contact” will forever close its opportunity to do business with your company. 

3. Identify sales setbacks and overcome objections.

One of the benefits of call dispositions in sales reporting is identifying sales setbacks and overcoming objections. Sale managers can pull up neutral, negative, and uninterested call outcomes and review them. It gives them an idea of the reasons for disapproval and a chance to update call scripts. 

 

overcome sales objections infographics

 

4. Create better call campaign lists.

Call dispositions progressively segment a call campaign list as the lead goes through the sales funnel. You can optimize call campaigns with better call outcomes from the previous campaigns. You can create campaign lists with only the contacts most likely to respond positively. Call dispositions also help you make a better lead nurturing campaign for uninterested or recycled leads, so your sales representative can focus on leads that matter.

call dispositions in sales

How do call dispositions benefit customer support?

Call dispositions in support are used to improve customer service, provide team collaboration, identify business setbacks, and simplify call processes. Here are some of the benefits of call dispositions for customer support teams.

1. Improve customer service.

Properly tagging call dispositions will help customer representatives measure their performance against key result areas (KRAs). Pervasive calls can give key insight into how they can improve their customer service. Suppose an agent has a lot of escalated calls. In that case, it will be an indicator to put them on supplemental program for de-escalation training to improve their de-escalation skills. 

2. Keep support teams on the same page.

Sometimes, the first customer service representative cannot resolve a call alone, especially for technical support with extra tier support. Call dispositions keep teams on the same page about a customer’s concern. It also avoids hitting the first call resolution metric of the first agent if a call transfer is inevitable. This process significantly saves time for representatives to resolve a call by simply jumping immediately to the focal issue of the concern. 

3. Identify frequent customer concerns.

Call dispositions provide valuable insight by identifying frequent customer concerns. Frequent concerns may make up for most of the handled calls per day. The success of your business will depend on how skillfully you handle your customer concerns. For example, if you run an e-commerce business, your frequent concerns may be order tracking. To resolve this, you can provide a self-service option for your customers next time they want to track their orders. The valuable insights from call dispositions help you identify possible solutions to frequent concerns.

4. Simplify the context of numerous call interactions.

Customer support can be chaotic sometimes. Some call interactions can have multiple concerns, and your customer service representatives have to organize these quickly. Call dispositions in a call wrap-up can save time for the after-call work (ACW) metric. Normally, representatives only have a limited window during the ACW, call dispositions can serve as a guide and reference for them to quickly logged their notations. 

 

call dispositions in support

 

To wrap it up

Imagine how a simple drop-down label can have much impact on a business. You have learned how a call disposition can benefit your contact center solutions. All that is left is finding the right contact center solution for your business. Aloware provides a simple call disposition feature that fits with sales and support teams. 

Aloware is also integrated with HubSpot call dispositions to seamlessly transition call data to HubSpot CRM. Aloware made tracking updates, dispositions, and contact status easy by putting tags on them. You can also filter tags according to the category you’ve created and set so you can easily export reports for sales and support analytics in the dashboard. 

Try out Aloware’s click-to-call dialing, power dialing, and other call campaign solutions that can neatly cover the needs of your sales team. If you want to learn more about its many features, schedule a call with our representative.

Gartner interviewed over 130 sales leaders, and they found that it currently takes 18 dials to get a response from a prospect. That might seem unnecessarily taxing, but 82% of buyers say that they do accept appointments from a sales representative after a series of invites. This goes to show that cold calling, when done right, can still significantly help with sales development.

To help sales representatives execute multiple touches per lead, there are different communication tools that can reliably increase their daily capacity. These tools enable them to accomplish tasks faster while also giving them better focus to conduct meaningful calls.. Most businesses today choose cloud-based solutions like softphones. A softphone functions like a traditional telephone but with value-added capabilities to up your game. It can integrate with your CRM, automatically log all communication, and support remote work among many things. On top of the advanced features, softphones are cost-effective, maintenance-free, and highly scalable for many types of businesses. 

Factors to consider when choosing a softphone application

There are a lot of softphone applications to choose from in the market today. Now, you might be wondering what qualifications should your business look into when buying one? Here are the things to consider when choosing the best softphone application for your sales team.

1. Cost-effective

Having softphones cut costs on hardware, phone service lines, server maintenance, and instead of paying per minute, you are paying for the bandwidth because the calls made through the VoIP are unlimited. Moreover, hardware updates are hardly necessary for softphones and major updates are done in the cloud instead of in the hardware.

Some softphone applications are on a contract basis which means you need to stay with their service for a period of time. This can be tricky if you are no longer satisfied with their service. Make sure to look for a softphone that is on a monthly subscription basis so that you can easily change providers that can fit into your budget. 

2. Scalable

If your business is growing rapidly in size and sales representatives are continuously joining your team, then scalability with your softphone application should matter. Scalability means that your provider can easily adjust their service-level agreement with you with ease. Beware of providers that are trying to add extra costs whenever they feel like your business is booming.  Choose a provider who can scale up with your business and adds value to their service when you scale with them. 

Scalability also refers to whether your softphone provider can tailor, add, or customize some features that are essential to your daily operations. Look for a provider that offers inbound and outbound calling separately. Some businesses start off with outbound calling for the call campaigns and later add the inbound calling to establish their customer service and support. 

3. Easy to set up and use

Softphones are very easy to implement and adopt. Its interface typically looks the same as in mobile phones and it comes with advanced telephony features such as call forwarding, conferencing, and recording. Most can be installed on any operating system, from Windows and Mac, to iOs and Android. 

With cloud-based solutions, you should be able to use your softphone anywhere there is internet. This also means that companies can now make and receive calls without spending extra fees on international roaming rates. All you need to do is provide a working computer, a steady internet connection, and a pair of headsets.

4. 24/7 technical support

Never overlook after-sales service when it comes to choosing a softphone app. This would come in handy when you need troubleshooting with your phone system. Although you can self-troubleshoot with the help of a knowledge base and frequently asked questions (FAQs), human assistance is always preferable. You should be able to get live support whenever there are issues with voice quality, dropped calls, and compliance among others.

For businesses with multiple locations, round-the-clock virtual support is definitely ideal as you can reach them anytime and anywhere. This is extremely beneficial to telecommuters or frequent travelers who are occasionally offsite working in remote locations. Consider this like roadside assistance: whenever technical problems occur, help is just one call away. 

Best softphone applications for higher sales conversion

Softphone applications are undeniably meant to replace hardware phone systems in the future and this reason alone is enough to invest in cloud telephony. Here are the best softphone applications you can invest in for your business. 

1. Aloware

 

aloware

 

Aloware is a contact center software that supercharges sales operations with unlimited calling, texting, and sales automation. It comes with a softphone you can use on your favorite web browser, desktop, or mobile device. Paired with local presence and automatic spam call detection, it helps representatives work more efficiently. 

Aloware provides two platforms with different functions: Aloware classic for administrators and Aloware Talks for representatives. Aloware Talk lets a representative dial a call, send SMS, and review all contacts. They can also manage their audio settings and notifications for incoming calls, voicemails, or texts. Aloware Talk’s Focus Mode feature can show the assigned or unassigned contacts to work on. 

Using Aloware Talk, a representative can receive calls anytime and anywhere. Depending on IVR configurations (set by the Aloware Classic administrator), they can also communicate through company lines. Its suite of native integration allows syncing of newly added contacts from CRMs like HubSpot, Zoho, and Pipedrive. This eliminates the need to manually update your phone book. With built-in sales automation tools, leads are nurtured through pre-programmed call and text follow-ups. You can also drop a pre-recorded voicemail to an unattended number to increase your callback rate. 

White-glove support is available 24/7 and a dedicated technical team for API troubleshooting and other integration concerns. Aloware chatbox can be accessed through the website’s main page. Email support is available as well and self-troubleshooting can be done with its knowledge base page.

2. PiPcall

 

pipcall

 

PiPcall is a business phone system dedicated to mobile users who are always away from their computers. The softphone is designed for iOS and Android systems using a global system for mobile communications (GSM) network. It means that all calls are made using the GSM mobile voice network, not data or Wi-Fi. It provides uninterrupted calling and texting features for internal or external communication. Managers and administrators can monitor, manage users, and gain insights from their online portal. 

Its mobile application interface is designed to look like the Android/IOS default calling application and the ringtone assignment is great for people who deal with different contacts daily. All calls will automatically be associated to contacts in your directory. PiPcall also makes it easy to manage both personal and company voicemails in one place. Users can also choose a different geo-based or international phone number when making outbound calls apart from their personal line.

You can get call and text plans with bulk credits/minutes for your representatives In case of role changes or reorganization, supervisors can reassign numbers to new and existing users. Finally, PiPcall offers an API for other telephony system integration and private branch exchange (PBX) systems. 

You can schedule an in-person training or do the onboarding via webinar. Technical support is available during business hours only through phone and email channels. FAQs, forums, and knowledge sharing are available on their website for further information and their web chat can answer general inquiries and basic troubleshooting.

3. Linphone

 

linphone

 

Linphone is a semi-free and open-source VoIP softphone that provides business communication solutions such as instant messaging, audio/video calls, and calling encryption. Contact information can be stored in their digital address book with full access to call history. 

Their advanced calling features include HD calls that support various alternative codecs, audio conference calls, call transfer, multi-call management, and call recording. Its adaptive bitrate control makes sure to capture high-quality audio and video recordings with optimum compression. In addition, its HD voice with Opus support and echo cancellation ensures the highest voice quality during the call. 

For managers, they can record calls, share photos or files with their clients, and monitor intuitive message delivery status (IMDS). They can also enable two-way protected communication through secure real-time transport protocol (SRTP), ZRTP, and end-to-end encryption. Finally, they have advanced IM notifications, with “reply to” and “mark as read” options. 

Training options are limited as the platform is open-source. It has dedicated community forums for new users who want to learn more about the native codes of the application. Support is only available via chat and only caters to medium to high-level technical support. 

4. Tragofone

 

tragofone

 

Tragofone is a VoIP solution that uses a WebRTC that bridges web browsing and mobile applications with real-time communication. Their Auto Provisioning helps in enhancing their unified communication on a mobile platform. These technologies enable them to provide a VoIP softphone application for mobile users. 

You can get the mobile application for iOS and Android and connect with anyone who uses the same application through call, chat, and video conference. All you need is a good internet connection. The application also comes with an extended-battery life optimization feature to ensure you stay connected with your colleagues and clients throughout the day. 

Tragofone offers in-person and live online training with documentation and training videos. Their technical and customer support can be contacted via email and online helpdesk with a 24/7 live representative on the phone. There is also chat support for minor technical issues. Otherwise, users can always turn to its FAQs, forums, and knowledge base for self-troubleshooting

Since Tragofone can be used personally other than business communication, learning the softphone application can be done with just a series of demo videos. You can also hover to their FAQs and knowledge base to learn more about the software. You can reach their technical support via phone, email, and chat while a dedicated support team can be contacted for urgent technical issues. 

Looking forward to using softphones?

To this day, softphones are now changing the ways in global telecommunications and how voice information is transmitted from telephone cables to a whole lot of data networks. Cloud telephony is growing faster and many industries are switching to cloud-based telecommunications. It is not going to be that long before calls can be dialed from virtual reality but until then, you have to ask yourself, what softphone technology can work best for me?  

Have a hard time deciding? Try Aloware Talk, made for savvy sales teams to boost efficiency and productivity. On top of the unlimited calling and texting feature, it can do more than being your softphone application; its sales automation tools capture and nurture leads in your funnel. It also integrates with your favorite CRM like HubSpot, Pipedrive, and Zoho. Schedule a demo today and get a free trial with Aloware. 

If you are a HubSpot customer looking for a calling solution, Aloware should be part of your shortlist. Aloware is a certified HubSpot app partner that provides calling, texting, automated workflows, and data sync solutions to users. The seamless integration between Aloware’s contact center software and HubSpot lets sales teams dial up to 500+ leads a day, automate follow-ups, and stay connected with contacts through unlimited calling and texting. 

Aloware is one of the top contact center operations software on G2 for 2022. Hundreds of users rated it an average of 4.5 out of 5 stars. Small businesses rely on its suite of automation tools to help them reach quotas and close more deals efficiently. They rave about Aloware’s adaptability and top-notch support from onboarding to implementation. 

Aloware ranks highly compared to other companies offering cloud-based phone systems. Its integration with HubSpot makes its product even more powerful and will help save your team time while ensuring that you get updated and accurate data.

What do people say about Aloware’s integration with HubSpot?

Aloware is a top-rated contact center software that works well with CRMs including HubSpot. A proud customer shared on G2 that Aloware with HubSpot is a “perfect combination” and claimed that it is “one of the best integrations” available in the market.

To help you with your decision on whether or not you should purchase Aloware, read these verified Aloware reviews on independent review site G2:

Call instantly from HubSpot

Aloware’s phone integration with HubSpot means you can dial instantly within the CRM and automatically log calls. With it, your agents don’t have to go back and forth between the two platforms. They also wouldn’t have to deal with manual data entry into Hubspot again. This could give them more time to talk to more customers, allowing them to build relationships and close more deals. 

For a lot of companies using cloud-based phone systems, poor audio quality is a serious concern. With Aloware, you would not have to worry — just as it has been proven by a former Dialpad customer.Aloware Hubspot review 2

Engage leads with two-way texting

The beauty of Aloware’s HubSpot integration is that it gets you immediate access to an entire suite of communication tools right from your CRM records. There’s an SMS messenger built inside HubSpot that lets you chat with leads without needing to switch tabs. You can also easily find your HubSpot contacts inside Aloware and start sending business texts at scale.

By combining your CRM with Aloware’s texting capabilities, you can automate your SMS marketing through HubSpot workflows. You can design an omnichannel drip campaign where you can define triggers and enroll contacts to Aloware’s call and text sequences.

Aloware review Hubspot 3

Automate workflows to fit your needs

With Aloware inside HubSpot, you’ll find that you can streamline your process. Increase engagements and conversions by leveraging Aloware’s sales automation tools built into HubSpot’s workflow settings.

CRM contacts who meet your specific criteria can be instantly enrolled in Aloware’s call and text sequences. You can set up follow-up sequences and specify the number of text messages sent delay, and schedule of each, so you won’t miss out on these valuable opportunities.Aloware review 4 Aloware Hubspot

Power dial HubSpot lists

Managing a lot of contacts is a tedious task but one particular reviewer points out that Aloware simplifies this process through its power dialer that enables users to call 500+ leads in a day. Increase productivity by importing your HubSpot list to Aloware in just one click and letting the power dialer automatically dial your CRM contacts.

Voicemail drop saves you time by automatically leaving a pre-recorded message with each unanswered call. This means you’ll have more time connecting with high-value leads. Aloware’s AI-powered local presence technology will also boost your chances of getting more call pickups.

Aloware Hubspot review 1

Two-way data syncing with HubSpot

Combining all interactions in one single workspace could give a big boost to the efficiency of your team. Aloware syncs with your HubSpot CRM so you can consolidate contacts, lists, conversation logs, and notes within seconds. 

Take advantage of this two-way data sync by working with your HubSpot data inside Aloware. By syncing your CRM and contact center data, you get richer insights to improve sales performance. What happens in one system is automatically visible in the other, allowing teams to be updated in real-time.

Aloware G2 review

Monitor your team through a live dashboard  

This cloud-based software will let you enjoy the benefits of a contact center right inside your CRM. The Aloware x HubSpot integration lets you keep recordings of calls between agents and customers for review and analysis.

You can monitor the performance of agents more easily by using the call logs to determine the number of calls they take and the length of each interaction. Based on this information, you can assess how their performance measures up to company standards. If there are areas for improvement, you can provide live support/training by using Aloware’s call barge and whisper features.

Aloware review 7 Aloware Hubspot

Generate actionable contact center reports 

Instead of taking hours or even days to pull together data for reporting, you can automate data collection and aggregation with Aloware. You get a bird’s eye view of cold calling metrics that matter to your company and let you analyze performance while improving productivity. 

Reports are updated in real-time with actionable insights per line, agent, and campaign. You can then monitor your team’s performance by tracking calls, texts, and campaigns to determine which of them have the highest ROI. Armed with accurate data and with analytics running automatically, you can come up with effective strategies to reach your sales goals.

Aloware review 8 Aloware Hubspot

Aloware x HubSpot = More than the sum of its parts

Aloware understands the many organizational challenges there are to keeping up with leads and deals. Add to that the struggle in working with multiple tools. With customer feedback, it has successfully developed a robust integration with HubSpot that can significantly enhance your sales team’s daily performance.  

Aside from HubSpot, Aloware also integrates with other CRMs like Pipedrive, Salesforce, Zoho, and Guesty. To learn more about its cloud-based, all-in-one contact center software, you can schedule a demo here.

Managing inbound call center operations is no easy task, but with the right tools and systems in place, you will be able to handle incoming calls from customers seamlessly.

Having your own inbound call center does offer a lot of benefits. You will have a huge advantage when you have call center agents speaking directly to customers, especially when you are launching a new product or promoting special offers. Satisfied customers are more likely to re-purchase and possibly become brand advocates in the future. By delivering top-notch support, an inbound call center can help you maintain a loyal customer base.

However, there are a lot of factors that can hinder call centers from running in peak performance. Let us take a look at common problems that companies face when it comes to managing their inbound call center operations.

3 common problems in inbound call center operations

Since call centers have one of the world’s toughest work environments, there are certain challenges that call center managers have to face on a day-to-day basis. These are three common problems that companies have to deal with when managing inbound call center operations.

Having unusually high call volume

When unexpectedly high call volume hits a call center, it becomes problematic. It frustrates customers and creates overall negative experiences. High call volume takes place when there is a spike in the number of phone calls being received by the call center. Based on a study by the customer survey research company SQM, 30 percent of phone calls received by a call center are callbacks from previous, unresolved issues.

Attrition

Attrition, also known as employee turnover, is the rate at which agents leave a call center over a specific period of time. Losing employees is harmful to a call center’s bottom line and erodes productivity. It also lowers average call handling quality and could result in longer queue times due to inexperienced staff.

Insufficient training 

Poor onboarding can be detrimental to inbound call center operations because it hinders agents’ time-to-productivity and can result in a shorter stay at the company. This negative experience can also lead to lower employee morale, lower confidence among customer service agents, and missed targets.

7 ways Aloware can help manage inbound call center operations 

Inbound call centers can be difficult to oversee because of numerous internal and external factors affecting the performance of agents. To ensure your call center runs smoothly and efficiently, you can rely on Aloware to help you streamline your processes. Here are some ways it can help improve your inbound call center operations:

1. Set up remote-friendly operations

Due to the COVID 19 pandemic, most call centers transitioned from being office-based to working remotely. It has prompted the need to shift to cloud-based call center solutions that can support their operations from wherever agents might be without worrying about security and downtimes. As a provider of a cloud contact center software, Aloware can let you do the following:

  • Provide your agents with a softphone equipped with unlimited calling and texting. As long as agents have an internet connection, they can take calls anytime, anywhere by logging in via the web browser or app.
  • Maximize your agent’s time with a user-friendly platform that facilitates multi-tasking. They can read their scripts, log notes, update dispositions, and even send text messages from one place.
  • Managers can also use the built-in dashboard to monitor call performance and agent activity. Aloware’s contact center solution includes call barge and whisper features that allow supervisors to coach agents in real-time.

Aloware contact center solution infographic

2. Manage contacts and sync with CRM

Your contact list should be easily accessible and organized. Having a lot of prospects is overwhelming but with the right tools, you can easily manage your contacts and segment them accordingly. Aloware can let you do the following:

  • Search or filter contacts by phone number, first name, last name, and email.
  • Utilize communication tags filter so you can label contacts accordingly. For instance, you can create different tags according to lead status (converted, not converted, qualified, and spam).
  • Filter contacts based on those with unread messages, those who have not yet been contacted, and those who have not responded. There is also an option to filter new leads and unassigned leads.
  • Integrate with CRMs like Hubspot or Zoho so agents can pull up data such as open deals and their values.

3. Track previous interactions with customers

To provide outstanding customer service, it would be best to have a single tool that consolidates all interactions with customers. You can eliminate unnecessary repeat calls by checking previous touchpoints. Aloware can let you do the following:

  • Automatically log all call events and provide agents with easy access to call recordings.
  • Create call notes that can greatly help representatives to better understand the situation of the customer and provide better feedback.

4. Configure smart routing and queues

When there is high call volume, it is important to strategize and manage the spike in the number of phone calls. Creating a plan to route calls is essential in managing inbound call center operations. Aloware lets you do the following:

  • Assign agents to Aloware ring groups. This refers to the team of agents who are working together to answer certain calls and text messages.
  • Use Repeat Contact Call Routing to route a “repeat call” by connecting the customer to the agent who last spoke with this contact.
  • Deal with missed calls by choosing one of these options: 1) Take a voicemail message from the customer 2) Route to other lines (Aloware-provided and external)  3) Send an automated text message informing the customer that an agent will contact him/her as soon as one is available.

5. Create a customer-friendly IVR

An IVR (interactive voice response) menu or phone tree is a part of an automated welcome message  that helps callers navigate their way to the correct department or line. IVRs allow callers to self-serve  so that their call can be categorized right away. Aloware’s IVR options let you:

  • Route customers to the right department to optimize the time and productivity of your teams.
  • Notify the caller about his/her position in the queue so that the customer will get an estimate of when an agent will be able to answer the call.
  • Offer callback options so customers can avoid unnecessary wait times.
  • Play music so that the customer will have a pleasant experience during wait times.

Aloware IVR menu options

6. Monitor call center performance from a live dashboard

When managing inbound call center operations, there are a lot of metrics that can be used to measure the effectiveness of customer service teams. Agent productivity is one of the many aspects that must be monitored by a call center manager. Aloware can equip managers with a live dashboard that shows metrics such as the following:

  • Summary of total calls and texts made
  • Engaged and unengaged contacts
  • Answer status and talk time
  • Call dispositions
  • Average call duration, wait time and response time

Aloware Call center metrics

7. Provide better training and coaching support

The success and longevity of your inbound call center operations depend on your ability to provide comprehensive training and coaching to your call center representatives. This means that what you do on the production floor must also be reflected in your training sessions. Aloware allows call monitoring, call whisper, and barge in. These allow supervisors to listen to other users’ calls in order to coach and assist new employees:

  • Call monitoring allows a supervisor to listen to a conversation
  • Call whisper allows a supervisor to provide live advice but the audio is only delivered to the agent’s line.
  • Barge in allows a supervisor to join the call, so he/she becomes part of the conversation with the customer.

There are numerous ways of dealing with the challenges involved in managing an inbound call center. As a call center manager, you can overcome them by equipping your agents with the right contact center solutions. Aloware’s contact center software can deal with most of your problems and make life easier for your support team.

Using a powerful call center solution like Aloware can boost the productivity of call center agents while letting them maximize its unlimited calling and texting features. Call center managers will be able to see analytics and data updated in real-time, allowing you to improve your call center performance. Book a demo so you can see our smart technology in action!

 

Sales dialers have come to improve the way salespeople use their time. Apart from other sales productivity platforms, a dialer provides a simple, albeit important solution of automatically dialing numbers to speed up the calling process. 

Another sales productivity tool is the use of CRMs, which all modern businesses lean on. CRMs manage and organize lead data so salespeople can focus more on selling. However, with numerous platforms your team uses for different purposes, how can you assure its productivity? Here’s where integration comes in handy.

 

Why the need to integrate?

We all know HubSpot – the leading CRM platform that takes off all the burden of organizing and managing your customer data for marketing, sales, customer service, and content management. Its full CRM platform gives you complete CRM solutions tailored to provide you with the tools you need. 

As complete as HubSpot can be, it focuses on different assets inside a CRM system. If your purpose is to increase sales through large-scale outreach, HubSpot may not be conducive to that.  This is why considering to integrate it with different platforms that focus more on what your team needs is something you should look into. To boost sales, you will need a smarter contact center sales solution, like Aloware.

 

HubSpot x Aloware’s Power Dialer: A seamless integration

Thing is, both HubSpot and Aloware are platforms that aim for user productivity. They are lenient to provide the best solutions with their users in mind. This common aim forged a strong partnership that brings together Aloware’s knack for closing sales into HubSpot’s intelligent CRM. All brought by a very important feature: the Power Dialer.

Salespeople and business owners smile upon the efficiency of Power Dialers. But with Aloware, expect that it can give you so much more than that. One among them is the seamless integration of a sales dialer inside HubSpot. It eliminates the need to change platforms because you can use Aloware’s dialer within your HubSpot account. It also saves you time with its two-say sync that allows you to get up-to-date information on every contact on both platforms.

 

What to expect

Aloware is definitely so much more than a sales dialer. With a dialer like this easily integrated with a smart platform like HubSpot, you can expect only the best. Here’s a rundown of things you can expect with this powerful integration.

Power Dialer 

With Aloware’s Power Dialer inside Hubspot, calling your leads is as easy as one click, making it easier for you to connect with leads. In one click, it fires up calls from your HubSpot CRM so you can focus more on talking with customers. Aloware’s Power Dialer inside HubSpot helps salespeople make the most of their time.

Unlimited calling

Aloware brings in unlimited outbound calling inside HubSpot. Unlimited call minutes mean more time to spend closing sales and dealing with customers. This provides a new way to maximize your CRM data for your sales and marketing campaigns. 

Multiple lines

Get ready to go full-on contact center mode with Aloware inside your HubSpot account. Not only does it provide you with a complete telephony system, but also offers provision for multiple lines and numbers if you have different departments. Provision local or toll-free numbers complete with calling and texting capabilities.

Real-time sync

Yes, HubSpot and Aloware are two different platforms, but rest assured that you won’t have to re-enter your data because they sync together. It records important lead and calls data from call histories to text messages. It keeps a record of calls and call dispositions for your team to track. It does all these in auto-sync that you don’t have to re-enter data from one platform to another. 

Sales automation

Automating workflows can be a little daunting. Aloware eases you through this process with its seamless integration with Hubspot. It offers customizable tools for productivity that’s so easy to understand and use. You’ll have more options to automate calls and speed up your dials, but it doesn’t stop there. Aloware pushes sales call limits and gives you the freedom to automate your sales campaigns through and SMS broadcasts as well.

Two-in-one contact center solution

The combined power of these two platforms brings an intelligent solution to modern contact centers and businesses. With Aloware and HubSpot working together, it arms you with multiple ways to improve your contact center and achieve more sales.

Managing leads and calls as a team is easier with the powerful features of these two combined. We made them completely compatible to get all your contact center work done in less time. 

Excited to see how these two work together? Talk to us today!

A text campaign is a type of marketing campaign that is conducted by utilizing short message service (SMS) or multimedia messaging service (MMS). Launching a text campaign involves sending messages to a large number of recipients, usually for marketing purposes. Customers can receive text messages about new products, discounts, or flash sales directly on their mobile devices. In this way, text campaigns can improve communication between businesses and their target customers.

Launching a text campaign is a simple yet powerful strategy that you can use to drive people to action. In fact, 45% of text marketing campaigns generate a successful ROI (return on investment). This figure climbs to over 50% when combined with other popular channels such as email and social media. By using this strategy together with compelling text campaign templates, you can dramatically boost your sales.

If your business isn’t taking advantage of the ability to text customers, you’re missing out on incredible sales opportunities. Your company can send outbound text messages that create a feeling of time sensitivity. You can launch text campaigns to inform people that they have limited time to avail of the offer, and if they want to take advantage of the offer, they should act immediately.

Why are text campaigns important in sales?

Text campaigns allow you to reach a large number of mobile users all at the same time. It also has the highest engagement rate of any communication channel. Not everyone goes online every day, but more than 5 billion people around the world can receive SMS texts. This means there’s a very good chance that your message will actually reach your customer.

Launching a text campaign is important to companies since it allows them to send sales-related offers such as discounts, vouchers, and promotions to the right audience. These offers allow them to get the maximum ROI from each text campaign that they run.

Texting has the capability to engage a reader instantly and elicit a response. This makes it the perfect channel for businesses who are looking to grab the attention of their customers. In addition, text campaigns have higher open rates compared to other digital marketing channels. The average open rate for an SMS campaign is as high as 98%, while email rings in at just 20%.

 

SMS statistics 2021 FINAL

Benefits of text campaigns

Texting campaigns cannot only be used to engage existing customers but also to reach out to new audiences.

Benefit # 1 – Convenient to use, implement and manage

Text campaigns are easy to launch and monitor with the right software. Make sure you measure how effective your SMS campaign has been so that you can improve it further by modifying several factors. Text campaigns can be optimized easily, especially when you know key metrics like open rates and delivery rates.

Benefit # 2 – Time saving and cost-effective

Text campaigns are time-saving since your business can reach out quickly to your subscribers. They are also cost-effective because the costs usually involve partnering with SMS text messaging providers such as Aloware. When compared to other channels, sending text messages is an inexpensive alternative that yields great results. It is a tried and tested method globally.

Benefit # 3 – Provides immediate feedback 

You can use text campaigns for autoresponders and follow-up sequences that don’t sacrifice personalization. You can choose platforms that leverage automation, so you can automatically send triggered messages to prospects who are interested in your products and services. In the same way, you can also get immediate feedback from your recipients when they hit the “reply” button or click on the link that you provided.

5 best ways to segment your contact list

One of the problems in text campaigns is a recipient complaining about being spammed with a lot of irrelevant text messages. They feel that companies are just sending out generic messages to a whole lot of people. Most customers today are not interested in receiving impersonal offers and will reconsider forming a relationship with another company.

The key to success is to segment your SMS contacts that will allow you to personalize the text messages so that they provide value to those who receive them. By grouping people with similar needs, you can launch more targeted text campaigns. Here are the 5 best ways to segment your contact list:

1. Segment by location. This segment is composed of people grouped according to their geographical location. You can send text campaigns about events, offers, and promotions within their vicinity.

2. Segment by generation. This segment is composed of generations such as Boomers, Gen Z, Gen X, and Millennials. Different generations react to different tactics, so knowing the generation you want to target can make your text campaigns more effective.

3. Segment by buying behavior. This segment is composed of customers with different purchasing behaviors such as habitual buyers, variety seekers, or complex buyers. Knowing their purchase history and purchase frequency can help you send them the right text messages at the most opportune time.

4. Segment by brand engagement. This segment is composed of customers with different levels of engagement in your business such as those who follow your socials, reply to your text messages, click your links, or send a lot of queries about your business.

5. Segment by subcriteria. This segment targets micro-groups within a much larger group. For instance, you may have a large list of customers with ages ranging from 19 to 59. You could divide the list into two categories: customers who are 21 to 39 years old and customers who are 40 to 59 years old. This allows you to create content that is more suitable to their age range. The younger list may appreciate content featuring emojis and GIFs, while the other list might not.

Before sending your message to your audience, you must have the right tool for business texting. Aloware’s business texting tool can effectively implement everything from importing contacts, segmenting them, sending messages, and monitoring results in real-time. Now that you have an idea of how vital text campaigns are to your business, let us take a step forward towards the importance of the “message” itself for effective text campaigns.

Templates you can use for effective text campaigns

Keep in mind that customers want to feel as though a real person is texting them, not a bot.

When it comes to message length, it would be best to keep them short and sweet. Most carriers limit text message length to 160 characters, which is why it pays to be direct to the point. State value up front, include a crystal clear call to action, and use a URL shortener like bit.ly or tinyurl to save on space.

Your recipients won’t appreciate lengthy messages, and if they do not offer any value, they could opt out or mark your messages as spam. To avoid this scenario, your text messages should be relevant to the recipient and be sent at reasonable times. Here are the Aloware-approved templates you can use for your text campaigns:

Template for product or service updates

This template is for promotional messages like incentives to encourage customers to repurchase products from your company. When sending promotions to your customers, you can give them exclusive SMS-only offers that will entice them to stay on your subscriber list. You can use powerful words like save, qualified or free in the message you want to include in this template.

Template # 1

Save now and get all clearance items at 50-70% off until [deadline dates]. Check out the items here [site link]. Reply STOP to opt out.

Template # 2

[Customer Name], you are qualified to get an exclusive discount of [discount amount] for our new product [product name] here [site link] Reply STOP to opt out.

Template for appointment reminder or follow-up

This template is to remind your clients about an upcoming appointment schedule. It would be best to send these reminders 2-3 days before the actual appointment to avoid no-shows.

You shouldn’t overwhelm your clients with a lot of unnecessary information. Focus your message on the time, date, and the company they have an appointment with. This will make it easier for your clients to review all information at a glance.

Template # 3

Hi [client name], This is to remind you of your appointment on [date/time]. Please call or text us at [number] if you need to reschedule. See you then. Reply STOP to opt out.

Template # 4

Hi [client name], This is to remind you about your appointment at [time] today. Reply STOP to opt out.

Template # 5

Grab this offer now to get up to 50% discount for [product name] and get a FREE [free item]. Visit our store today [site link]. Reply STOP to opt out.

Template for reengagement

This template works best for contacts that have gone cold. Sending updates about your company can help remind recipients of your product, service, or offer. Avoid hard-selling in this template as you don’t want to nag these contacts with another sales pitch. It would be best to share something of value like the link of your latest blog post to educate them.

Template # 6

Hi [name]! It’s been a while. Check out our new blog post about [topic].  You may learn more about it by visiting [URL]. Reply STOP to opt out.

Template for new customers

This template can be used by B2Cs and small enterprises. This is best for building a strong relationship with your new customers. You want to leave your new customers with a good and lasting impression. Acknowledging new customers right from the start can also make them more receptive to cross-sells and upsells in the future.

Template # 7

Hi [name]! We’re so excited that you’ve decided to purchase [product name]. Contact us at [phone number] if you have any questions. Reply STOP to opt out.

Template # 8

Hi [customer name], here are some recommendations and tips for using [product name]. Thank you for choosing [business name]. Reply STOP to opt out.

Template for after-hours or busy replies

Many businesses miss out on this opportunity to easily set customer expectations. With this template, you can immediately inform customers about your business hours so that they won’t feel frustrated when they don’t get an immediate reply from you.

You can automate these replies with Aloware’s business texting software by simply defining your operating hours. You can also set replies based on incoming keywords from your customer.

Template # 9

Hi there. We appreciate your message but our business hours are [day/s and time]. We will get back to you as soon as possible. Reply STOP to opt out.

Template # 10

Thank you for reaching out to [business name]. Please expect a callback from our agent between [estimate time]. Reply STOP to opt out.

BONUS: Template using MMS

MMS (multimedia messaging service) messages allow you to send visually appealing content that can dramatically increase customer engagement. Show your creative side by using flattering photos of your products or services.

MMS template text campaign

Let Aloware supercharge your text campaigns

Running a text campaign presents an opportunity to increase brand awareness, boost customer engagement, and ultimately generate more sales. However, before you can launch an effective text campaign, you will have to be knowledgeable about contact list segmentation and business texting etiquette. You also have to be equipped with the right tool to broadcast your messages.

Aloware offers a turn-key business texting solution that comes with unlimited SMS/MMS credits. It also comes with unlimited calling capabilities and workflow automation that can be used to streamline your processes. The cloud-based contact center software can be integrated with your existing CRM to help your agents close more sales. Schedule a demo today to learn more about Aloware’s SMS/MMS solutions and how it can help you launch your future text campaigns.

A CRM, which stands for customer relationship management, is one of the most powerful business management tools today. It helps companies keep a digital record of every customer. A CRM gathers customer interactions from various channels into one place to generate leads and earn more revenue.

By integrating the right dialer with your CRM, you can facilitate better communication by letting users call directly from their CRM, which means no time is wasted by manually dialing contact numbers. Agents can make outbound calls faster with one-click dialing, which can greatly increase the number of calls made by your team. Agents can also access information from one interface, so they don’t have to switch tabs and navigate multiple screens. This will allow them to focus their attention on your customers.

What is a CRM dialer?

A CRM dialer assists agents by making it easier and faster for them to dial telephone numbers from their database. Conversation logs and notes are automatically synced with your CRM system which makes everything much easier to track.

CRM dialers let you dial a lead from your CRM database. When you integrate your dialer with a CRM, you will be able to make calls directly within leads’ profiles. They are mainly used for sales and marketing. Besides helping companies establish good business relations, a CRM dialer can also help track calls and generate reports on important metrics.

Why do you need a CRM dialer?

You can use an integrated CRM dialer to automate your sales process. It eliminates the need for representatives to manage and sync call lists manually. This results in more appointments, and, eventually, more sales.

You could be losing sales when you’re using a CRM that’s not dialer-integrated. Here are several reasons why your company should invest in a CRM-integrated dialer:

It increases productivity 

By using a CRM-integrated dialer, your sales team can place calls with just one click. Agents can process calls faster while providing quality service. A CRM dialer software automatically dials and connects contacts from a list of leads. It ensures that an agent’s time is not wasted on dialing phone numbers, waiting for the recipient to answer, and scrolling down the contact list.

This gives agents more time to conduct more calls. The higher the number of conversations, the higher the chances of reaching their goals. This could translate to more appointments booked and eventually sales. If a lead cannot be contacted, the system can send a text automatically or leave a prerecorded voicemail to get more callbacks.

It minimizes human errors 

Agents have to make hundreds of phone calls per day. Each time, they have to log each call and dial the next number manually. This entails a great deal of patience and attention. By automating the calling process and letting CRM dialers handle these routine tasks, you can eliminate possible mistakes, such as dialing a wrong phone number, calling the same person twice, or missing a number that was supposed to be dialed. Replacing manual processes together with automated capturing of customer engagement data reduces human errors, resulting in a more efficient workflow.

It can help resolve issues faster

When the number of an inbound caller is matched with an existing contact in the CRM, the resolution time improves dramatically. The agent already has important information available, which they can confirm in seconds and move on to more important things.

Resolving issues faster means agents can respond to more customers with their time. When doing outbound calls, agents can also benefit the same way with customer information already at hand.

CRM dialer on hold statistic

It improves customer service

By using a CRM dialer, agents can see comprehensive client information that will help them provide appropriate solutions to the problems of customers. As a result, it improves their call handling.

Easy access to relevant data also means agents don’t have to waste time hunting around for information while on the line with a customer. Poor customer service can cause people to stop doing business with your company. In fact, 33% of consumers said they would consider switching companies after just one instance of bad customer service, based on a Customer Service Barometer study conducted by Ebiquity.

 

CRM dialer poor customer service

It provides accurate data

A CRM dialer can help managers make informed decisions by generating accurate tracking reports. It provides insight into the most successful sales outreach tactics. It also allows call data to be recorded for deeper analysis. Do you need to modify your call scripts? Is your offer not working out with customers? It records all data gleaned from a call so that you can improve your sales strategies.

The data can also be used by managers to enhance agent performance and help them meet important key performance indicators (KPIs). Considering that poor quality data costs businesses in the United States trillions of dollars every year, this more than pays for itself.

 

CRM dialer bad data statistic

Reap the benefits of using a CRM dialer

Call center agents and marketers require management tools to make important decisions about campaigns and customers. When they have access to a good CRM dialer like Aloware, they can get deeper insights on how to improve workflow, eliminate inefficiency, and solve problems.

The highlight feature of Aloware is that it lets agents click-to-dial or autodial within a CRM. Whether your company uses HubSpot, Pipedrive, or Zoho, Aloware can help improve business performance by integrating unlimited calling and texting capabilities to your CRM. Aloware can also help your employees get access to data that can be used at just the right moment to optimize customer interaction and drive revenue for your business.

Need a CRM dialer? Get an Aloware demo today and try out the software.

Customer service is an ever-growing concern in today’s business landscape. It’s no secret that customer happiness is a crucial indicator of company growth and success. Yet, it’s surprising to see that not all companies invest heavily on improving customer experience. It could be because it’s hard to measure the value of customer service or they find it difficult to set up and maintain customer service channels.

Despite these challenges, companies must make a deliberate effort to improve customer experiences. Many companies now rely on call centers for their customer support. These business process outsourcing companies (BPOs) have an enormous responsibility to help companies grow by improving their customer service.

The COVID-19 pandemic has accelerated the rise of virtual call centers. The whole industry is predicted to grow to over $496 billion in 2027. The challenge is upon call centers to sustain growth and provide better services to their clients and end-users.

COVID impact on contact center

Mixing tools with talent

There’s a lot of room for improvement when it comes to call center experiences. Only 26% of customers believe that contact centers provide satisfactory support. This reality should challenge BPOs to step up to the plate and improve call center services.

Overall, call center quality growth depends on this formula: mixing the best call center tools with the best available talent. Hiring the best people from the best online communication degrees to train and using reliable systems are a great way to improve customer experiences.

There is a growing pool of technologies that can help streamline and improve customer support. Using these call center tools can help shorten wait times, present ready solutions, and allow you to connect customers to the agents most likely to help with their call.

Essential call center tools 

Here’s a list of essential call center tools and some reasons why they make great investments for client-facing BPOs:

1. Contact center software

Contact center software allows companies to manage and optimize high volumes of customer interactions. Aside from handling voice calls, agents can also interact with customers using SMS, MMS, email, and more. Many of today’s best contact center calling systems are cloud-based, meaning they can operate in any location with an internet connection.

These contact center software platforms can also provide call recording features for call tracking, evaluation, and coaching. In addition, it tracks essential call center metrics such as average handling time, average talk time, and number of abandoned calls, among others.

Aloware is one of the best cloud contact center software providers, and it supports unlimited calls plus SMS/MMS. It also lets you automate your workflows to improve efficiency and productivity of your agents.

Aloware dashboard metrics

2. Call routing system

Crucial to smooth inbound contact center operations is a call routing system that can triage customer calls. Also known as automatic call distributor (ACD), a call routing system will send voice calls to a specific queue based on predetermined criteria. It will also put callers on hold when the volume gets too heavy. ACD makes it easy to set up automated call routing rules and manage incoming calls from customers.

When an ACD routes inbound calls by transferring it to the most qualified agent, it can improve the chances of first call resolution. Investing in an ACD also reduces the time taken to answer a call and could reduce the cost-per-call of the contact center.

3. Internal communication tools

Using cloud call center software for external communications alone isn’t enough. There must be intra-company communication channels, too, for collaborations. These channels will serve as feedback and discussion boards for clarification and collaboration within the company.

Some of the most popular internal communication tools include Slack and Facebook Workplace. Aside from allowing one-to-one and group communication, they also facilitate knowledge sharing. They can also integrate with other productivity apps and human resource tools.

4. Live chat

Not all customers prefer call-based interactions with call center agents. There’s also a growing need and demand for chat-based support. Accordingly, call centers should have chat support systems to provide another way of communicating with prospects and clients.

A chat support system should seamlessly connect with a client’s website with a chat box that feeds to a central call center system. By providing live chat, customers can get support at the exact moment that they have questions or issues they can’t solve.

live chat support channels

Source: Kayako

5. Ticket management system

A ticket management system allows you to promptly and seamlessly resolve customer inquiries. The system creates a ticket each time a new case is submitted. Without it, keeping track of technical issues would be highly difficult. Hence, companies that need technical support, such as telecommunications, software as a service (SaaS), and gadget-based companies will want to work with a call center with a ticket management system.

The best available ticket management systems will allow agents to log technical issues and forward them to the company’s tech team for resolution. They should also have a prioritization system to queue requests that are more urgent.

6. Time tracker software

Time trackers serve call centers by giving them access to a system to manage agent attendance. This tool has a human resource aspect to it, something that call centers should also prioritize. BPO companies are some of the most significant job providers in the world today. Tools like time tracking and attendance monitoring can help call centers be more proactive in employee evaluation and monitoring.

Use a time tracker software that will also allow for leave management and absence tracking. The data analytics portal for the time tracker will also be handy as it provides summaries for call center staff performance.

7. Knowledge hub 

A lot of customer service providers are now utilizing knowledge hubs and artificial intelligence tools to improve their performance. By the end of 2021, 15% of all customer service interactions will be handled by artificial intelligence.

Knowledge hubs are smart FAQ pages that provide a search feature and a contact form for more clarification. These systems often go hand in hand with a chatbot software that can automate simpler queries and requests by customers.

8. SMS platform

As businesses move towards a more omnichannel approach to customer experiences, SMS platforms have significantly increased in usage. An SMS platform can automate text messaging and provide end-users with another channel for contact and support.

Choose a platform with SMS autoresponders so that you can send instant, automated text messages to prospects who are interested to know more about your products and services. Aloware allows you to send SMS messages at scale and makes compliance as easy as filling out a form inside your Aloware account.

Embracing hybrid work in call centers

Today, 83% of professionals believe that a hybrid work arrangement is optimal, especially in the midst of a global pandemic caused by COVID-19. Embracing a hybrid work model entails that executives start investing in call center tools that will give their employees a distinct edge in this new normal.

As the workplace evolves, the BPO industry must evolve with it, and investing in these essential call center tools — even in an uncertain environment — can reap dividends for years to come.