Unified communication channels for smarter customer engagement

This is a guest post by CRM-Messaging.

Are you fully leveraging your CRM? Bigin holds enormous potential for streamlining leads, organizing contacts, and closing deals efficiently. But like any powerful tool, its effectiveness depends on how you use it. Integrating advanced communication tools can transform customer interactions, turning your CRM into a centralized hub for seamless engagement.

Imagine seamlessly connecting your CRM to communication channels like WhatsApp, SMS, emails, and voice calls, creating a centralized, intelligent hub for all customer interactions. This guide explores the importance of these tools, highlights key features to amplify ROI, and provides actionable steps to maximize your Bigin investment.

Ready to flex those CRM muscles? Let’s dive deeper.

Why advanced communication tools enhance your CRM

Today’s customers expect fast, personalized responses. A Zendesk study found 72% of customers want immediate service. A 2021 PwC report shows 73% prioritize personalized experiences over price. Without integrated communication, small businesses risk fragmented interactions—scattered texts, lost emails, or unlogged calls—leading to missed opportunities.

Advanced communication tools centralize WhatsApp, SMS, email, and voice calls within Bigin, enhancing engagement and reducing errors.
 

Costs of under-utilizing Bigin 

Under-utilizing Bigin’s communication features wastes potential:

• Manual data entry: Transferring texts or call notes manually steals sales time.

• Lost context: Fragmented communication risks missing critical customer details.

• Generic outreach: Mass, non-personalized messages lower engagement.

Bigin’s tools automate and centralize communication, saving time and boosting efficiency.
 

Essential communication features   for CRM

Maximize your CRM with these features:

• Multichannel communication: Integrate multiple communication channels—such as WhatsApp, SMS, email, and voice calls—directly into your CRM to manage customer interactions from one central hub.

• Automated messaging workflows: Implement automated workflows for routine communications like welcome messages, reminders, and follow-ups, ensuring consistency and saving significant time.

• Bulk messaging: Efficiently send targeted offers or important updates to segmented groups of customers directly from your CRM, maximizing engagement without overwhelming your audience.

• Real-time tracking and analytics: Use integrated real-time analytics to monitor engagement levels, track the effectiveness of your communications, and quickly adjust your strategies based on performance insights.

• Voice call integration: Make, receive, and log voice calls directly within your CRM, allowing for streamlined communication management and immediate follow-up actions.

• Centralized communication history: Keep an integrated and accessible history of all customer interactions to ensure clarity, continuity, and error-free communication.

• Custom message templates: Quickly and easily craft personalized communication using prebuilt message templates, improving customer engagement and ensuring consistency across interactions.
   

CRM features enable enhanced communication

Bigin comes fully equipped with features to effortlessly support advanced communication:

• Activity tracking: Automatically log interactions, enabling swift issue resolution.

• Automated workflows: Schedule messages and reminders, increasing productivity.

• Analytics and reporting: Get deep insights into communication effectiveness.

• Task management: Set follow-up reminders to ensure consistent customer engagement.

Tools such as CRM Messaging integrate multiple channels directly, enhancing these capabilities even further.
 

Expert tips for optimized CRM communication

• Segment audiences: Target specific groups for higher response rates.

• Automate follow-ups: Use workflows to maintain engagement.

• Analyze regularly: Refine strategies with Bigin’s analytics.

• Time strategically: Test send times for optimal engagement.

• Personalize messages: Tailor content to customer preferences.

• Balance channels: Use SMS for alerts and calls for detailed talks.

• Seek feedback: Request input to improve your offerings.
   

Action plan 

Implement this structured approach to fully maximize your CRM's potential:

1. Centralize communication: Unify interactions in Bigin.

2. Automate tasks: Set up workflows for routine messages.

3. Segment and personalize: Target customers effectively.

4. Track and optimize: Use analytics to improve strategies.
    

Bigin: Your business growth engine

Bigin isn’t just a CRM—it’s a strategic asset for your business growth. Integrating advanced communication features not only simplifies interactions but also strengthens customer relationships, driving revenue growth. Explore integrations on the Bigin Marketplace, such as CRM Messaging, to unlock your CRM’s full potential. Because smarter, more efficient connections build thriving, resilient businesses.

Try CRM Messaging for Bigin