De meilleures conversations avec les clients
4.7/5 (148 avis)Tenfold Next Generation CTI s'intègre aux principaux systèmes de gestion de la relation client (CRM) et de téléphonie. En connectant votre système téléphonique à CRM, Tenfold vous permet de reconnaître vos clients et de leur répondre au moment de l'interaction. Grâce à des fonctionnalités telles que des fenêtres contextuelles à l'écran, le profil client unifié, la numérotation par clic, la journalisation automatique des appels, la numérotation par présence locale, etc., Tenfold permet aux équipes commerciales, d'assistance et de service d'améliorer leurs conversations avec les clients.
Principales caractéristiques :
• Cliquer pour composer : composez en cliquant sur n'importe quel numéro de votre navigateur ou de votre CRM. La fonction ''Cliquer pour composer'' élimine la numérotation manuelle et accélère les appels sortants, avec prise en charge des indicatifs et des formats de numérotation internationaux.
• Composition par présence locale : augmentez les taux de réponse en affichant un numéro local sur les identifiants de l'appelant.
• Fenêtres contextuelles à l'écran et profil client unifié : reconnaissez immédiatement les clients grâce à une fenêtre contextuelle d'appel contenant les informations client pertinentes issues de CRM pour les appels sortants et entrants.
• Notes et dispositions d'appel : prenez des notes et enregistrez les résultats des appels directement dans la fenêtre contextuelle.
• Enregistrement automatique des appels : saisissez et enregistrez automatiquement toutes les données des appels dans le CRM, éliminant ainsi les saisies manuelles et améliorant l'adoption de CRM.
• Traitement du langage naturel : transformez automatiquement des notes telles que le "suivi de la semaine prochaine" en tâches réalisables.
• Création et notifications de tâches @mention : marquez vos coéquipiers et créez des tâches intuitivement en utilisant @mention dans les notes d'appel.
Avantages
The ability to integrate Tenfold's calling platform directly into our CRM (Salesforce) is extremely helpful. In addition, the ability to call most numbers from any browser window using the 'click-to-dial' feature ensures that calls can always be made quickly using the product, and this is a huge time saver (over manually dialing numbers). Also, Tenfold monitors all calls, so that call counts (inbound vs outbound), and call duration, can all be tracked and compared against co-workers, and this allows work to be far more quantifiable and useful for reviewing personal or team productivity. Lastly, the product is extremely versatile and feature rich, so that each person can use it how they see fit, and their support team is excellent.
Inconvénients
During a live call, Tenfold allows Notes, to be automatically entered into Saleforce's task data, however, if the comments are too long for the 'call notes' they roll over into the 'comments' section, with no indication that that is where there have gone, which means they can be missed, or just harder to locate later. In addition, 'click-to-dial' does not work on all numbers one may find while browsing, and occasionally the chrome extension must be reset to get things up and running again, but these are rare and minor inconveniences.
Easy integration into our Office 365 suite. Simple interface. Easy to use. IPhone app is functional. Texting. Group chat. Caller ID.
Avantages
-Texting is such a great feature. My e-mail can be hard to spell for some people so I love being able to tell people "hey I'll text you my email."
-I have group chats with my team on Tenfold and it is useful to be able to access it through the iPhone app.
-I make 100s of calls a week. When a prospect calls me back I used to ask, "Who is this?" And the prospect typically would respond with "I don't know you called me!" That was one of the worst feelings. Being able to catalog the prospect's information avoids that issue altogether.
-Easy user-interface is very important to me
Inconvénients
-I randomly get signed out of my iPhone app? Sometimes I click on the app and it's signed me out. Weird part is that if I click on it again, I'm signed in.
-Connectivity issues on the desktop. The older guys at our company believe the service should be as reliable as a land line. So they're always complaining about this connection issue.
-I like that this integrates with Salesforce. Although I'm not sure what information it shares and how it works. Because of that I haven't been using this feature.
-Sometimes I'll make a phone call, and the call seems to disappear into nowhere but I can still hear it ringing. The app just won't allow me to disconnect or hang up the call. This doesn't happen all the time. And it only seems to happen with disconnected phone numbers. But it still annoys me.
Not only do you get a breakdown of your individual performance but you get a breakdown of the whole sales team's performance. Each call is broken down by the amount of time in which you're on the phone with the customer. We tend to check up on our existing customers so it becomes very vital to stay on the phone as long as we need to extract information to be as useful as possible to ensure the quality of our solutions we offer throughout each business line.
Avantages
The add-on allows you to view a detailed report of all inbound and outbound calls for the day. It breaks down the amount of calls that each rep has conducted as well as hot spots during the day that appear to be the best times to contact current customers or even prospects. The product is easily compatible with Salesforce which I recommend each sales team uses.
Inconvénients
The product (like anything else that is technology) tends to have its kinks. In the last 3 months we have noticed that the our talk time has doubled, even tripled on occasion. This gives us a false report of what is going on throughout the sales team. If we do not know precisely the calls we are making, it is tough to hit our sales goals as a unit. Generally the more customers you call and eventually speak with, the higher our penetration rate tends to be for providing additional solutions.
Avantages
The sales reps were very friendly and responsive. If I ever had any questions about our account, pricing, etc., the sales team would respond to my e-mails and phone calls within minutes. They even directed my technical questions to their support staff when it was appropriate. There were several times I asked the sales team technical questions and they always connected with the right support technician.
The tech support was very knowledgeable and quick to respond. Any time I had a problem they always had a solution and it was quick to implement.
The software performed as expected. The popups worked most of the time and performance was never laggy.
Inconvénients
There is no ability to customize the popup. It is stuck in one place (bottom right) and can't be moved. Just adding something as simple as being able to move it up and down would make a world of a difference. I don't know how many times the popup got in the way of other information I was trying to look at.
It would, of course, be a much better product if the popup were it's own app that could be docked anywhere on the screen. Tying the popup to Chrome really keeps this software from being the best it could be.
There are no skins, color options, customize options, or anything like that for the popup window. There is nothing you can do to affect how it looks, what information is on it, and where it is docked. Solve those three issues, and you have an amazing tool that is flexible and personable.
Scalable UX and UI software to implement at SFDC launch. Greatly improved productivity metrics shortly after launch (30% increase in KPI)
Less failure down time due to excellent customer support.
Avantages
We have been able to implement, improve and track Sales actitivities, vastly increasing our ability to correlate production with sales performance. The Tenfold dashboard provides an excellent real time view of my sales team's production by hour and connection percentage, both at a high level and granular views. My team enjoys the Dashboard's lighthearted terms for high performers (Overclocker= most phone time, Good Sumaritan = most call notes) and it encourages healthy competition.
Tenfold's customer service is fast and effective. They are consistently improving the product are great at implimenting fixes based on feedback.
Inconvénients
UI can lag infrequently. I would like to see more customized views on the Dashboard in the future although this may affect ease of use.
Voici quelques-unes des questions fréquentes sur Tenfold.
Types de licences disponibles pour Tenfold :
Type de licence: Abonnement
version d'essai gratuite: Non disponible
Nous n'avons pas d'informations sur les fonctionnalités de Tenfold.
Utilisateurs habituels du logiciel Tenfold :
Grandes entreprises, Entreprises de taille moyenne, PME
Langues dans lesquelles Tenfold est disponible :
anglais
Types de licences disponibles pour Tenfold:
Abonnement
Nous n'avons pas d'informations sur les appareils pris en charge par Tenfold.
Applications s'intégrant à Tenfold :
Bullhorn, HubSpot Marketing, Infusionsoft, Infusionsoft, Jobscience, Microsoft Dynamics CRM, NetSuite, Propertybase, SugarCRM, Zendesk
Ressources d'aide disponibles pour Tenfold :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo
The largest benefit is the time savings from its integration with Salesforce, and the 'click-to-dial' feature which eliminates the need to manually dial numbers. The next best thing about this software is the productivity tracking it allows.