VoIP Solutions for SaaS Companies

Enterprise VoIP applications provide native support or add-on plugins for popular CRM applications such as Salesforce, HubSpot, Pipedrive, and Zoho CRM. Once an incoming call comes through, the system checks the number of the caller against an entry in the CRM system database and automatically pops up the details of the contact, company, and deals on the representative's screen before picking up the call. When an outgoing call is made by a representative, the activity, time, and results of the conversation are automatically logged into the CRM database. Post-call recordings and notes are also automatically synchronised with the CRM database.

Yes, and recording calls is one of the most valuable coaching techniques that SaaS sales managers can use. Managers can listen to the calls to evaluate how their representatives manage objections, introduce the product, and close deals. In addition, managers can pinpoint specific instances during the calls when coaching would have made a difference and use those calls for team training sessions. There are even tools that have conversation intelligence, which helps score the calls according to preset criteria and pinpoints specific instances.

Integration of the VoIP technology with your CRM and customer success platforms ensures that CSMs have all the account information right on their screen when making each onboarding call. This would include details about the customers’ product setup, usage information, any past support tickets they may have filed, and any notes that were taken during the sale transition. This allows the CSM to know exactly where the customer stands in the onboarding process and the possible challenges they might be facing. Notes taken after the call are synced to the customer record, while the audio of the call is recorded and stored for review by the CSM before the next call.

The remote SaaS teams must emphasize the need for a good softphone application that runs well on laptops, computers, and even on smartphones. They must have great call quality that doesn't rely on any specific network setup. The team members must have access to the entire extension directory, transfer of calls, conference calls, and recording of calls, which would be the same irrespective of whether the member is working from his or her home, a café, or when he or she is travelling around.

The frequency and nature of calls made by customers are important churn indicators that few SaaS companies leverage to their full potential. A customer who does not respond to CSM calls anymore, who calls the support center several times complaining about the same problem, or whose tone has become negative during calls, is exhibiting behaviors that point to higher chances of churning. VoIP systems that are equipped with conversation intelligence and have integration with the CRM system will be able to detect such indicators automatically through tracking of the results of the calls, frequency changes, and sentiments expressed in recordings.

Yes, and outbound calling throughout the trial phase is one of the activities that yield a high ROI for product-led SaaS organizations. The use of a VoIP system with power dialing capability and integration into the CRM enables an organization to have its dedicated conversion team work on a list of trial users and communicate with them based on the usage information provided by the product to the organization. Such organizations tend to experience higher trial-to-paid conversion rates from outbound calling to engaged trial users than nurturing trial users through email campaigns only.

The cloud VoIP services provide international calling capabilities by means of offering competitive per-minute rates for making calls outside the country and local number provisioning in virtually all important locations around the world. A SaaS vendor working in several countries can assign each client a local number to reach the support, despite the fact that the support is provided by a single team. These calls are routed to the respective team using the same cloud VoIP service provider platform used for the domestic calls. The process of international number provisioning, which took long-time negotiations with the local carriers before, can be done within one day via an admin portal.