Efficient customer communication is more important today than ever before. In this article, you will learn how the matelso platform optimizes your conversation handling with innovative features such as fingerprint routing and external forwarding – for faster deals and satisfied customers.
Summary:
Definition: Conversation handling
The term refers to the systematic process of managing and controlling customer inquiries across various communication channels. It includes all the steps required to efficiently forward an inquiry to the right contact person and ensure smooth and satisfactory communication. The aim of conversation handling (also known as routing) is to improve the customer experience, enable faster responses and increase the efficiency of internal processes. Technologies such as vPBX (virtual telephone systems) or intelligent routing zare often used to automate and optimize the workflow.
Conversation handling in the corporate world – and at matelso
In today’s business world, efficient routing is crucial in order to process customer inquiries quickly and in a targeted manner – especially in B2B environments. Customers expect quick and precise answers from competent contacts. But how do companies ensure that every inquiry ends up with the right expert and that the customer receives the best and fastest advice?
This is where the matelso platform comes into play – with its integrated vPBX features (virtual telephone system). With powerful functionalities such as fingerprint routing, external forwarding and manual routing (including moderation transfer), it ensures that every call is handled professionally, quickly and in a customer-oriented manner – no lead is lost. The platform is the tool to ensure maximum flexibility and accessibility.
For maximum accessibility, fewer tools, and lower licensing and follow-up costs—the matelso telephone system!
Phone, chat, WhatsApp, appointment booking, video telephony, contact forms, and quiz forms—the entire marketing process in one platform!
Find out now why you will never again need up to 23 individual tools to map the entire lead management process.
Conversation handling in the corporate world – and at matelso
In today’s business world, efficient routing is crucial in order to process customer inquiries quickly and in a targeted manner – especially in B2B environments. Customers expect quick and precise answers from competent contacts. But how do companies ensure that every inquiry ends up with the right expert and that the customer receives the best and fastest advice?
This is where the matelso platform comes into play – with its integrated vPBX features (virtual telephone system). With powerful functionalities such as fingerprint routing, external forwarding and manual routing (including moderation transfer), it ensures that every call is handled professionally, quickly and in a customer-oriented manner – no lead is lost. The platform is the tool to ensure maximum flexibility and accessibility.
The top features of the matelso platform
Fingerprint routing – precise customer support over the phone
With matelso’s fingerprint routing, every customer inquiry is automatically analyzed and forwarded directly to the right contact person. When the company receives a call, the system analyzes important data such as browser language, product viewed, original campaign or even the shopping basket value in real time.
An overview of the advantages:
- Targeted forwarding to the right employee
- Shorter response times
- Faster purchasing decisions
- Improved customer experience
An example:
A customer calls after searching for products online. Thanks to fingerprint routing, the system immediately recognizes their language, the product they viewed and the campaign they came from. The call is automatically forwarded to the right employee who is familiar with the product and can help directly. This means that no time is lost and the customer gets the information they need quickly.
A customer calls after searching for products online. Thanks to fingerprint routing, the system immediately recognizes their language, the product they viewed and the campaign they came from. The call is automatically forwarded to the right employee who is familiar with the product and can help directly. This means that no time is lost and the customer gets the information they need quickly.
Learn more about the vPBX and other features in the matelso platform!
External forwarding – always available, everywhere
Availability counts, especially in the B2B world. With external forwarding in the matelso platform, companies can ensure that no inquiry is lost. Calls received on the platform can be automatically forwarded to mobile devices or external or local sales partners.
This offers companies maximum flexibility:
- Sales staff can also respond to important inquiries on the move.
- Potential customers always receive a quick response, regardless of availability in the office.
Accepted conversations can also be tracked, edited and evaluated directly in the platform at a later date. This means that this data is also transferred cleanly and seamlessly to the CRM systems to make the entire process transparent and traceable.
An overview of the advantages:
- No request is lost as calls are automatically forwarded.
- Customers receive quick feedback, regardless of availability in the office.
- Accepted conversations can also be edited and evaluated in the platform after the call.
- Seamless integration of data into CRM systems for transparency and traceability.
An example:
A sales employee is at a trade fair when a call comes into the office. Thanks to external call forwarding, the call is automatically connected to his cell phone. He can call the customer directly and process the inquiry even though he is not in the office. This means that the customer is not put on hold and everything continues to run smoothly.
A sales employee is at a trade fair when a call comes into the office. Thanks to external call forwarding, the call is automatically connected to his cell phone. He can call the customer directly and process the inquiry even though he is not in the office. This means that the customer is not put on hold and everything continues to run smoothly.
The highlight:
All websites remain stored in the matelso platform, so that lead scoring is also possible retrospectively – all data is thus cleanly transferred to the CRM and marketing tools.
Manual routing (incl. moderation handover) – Involve experts whenever necessary
Another central function in routing is manual routing. Sometimes a simple sales contact is not enough to process an inquiry satisfactorily. This is where expert knowledge comes into play. Manual routing makes it possible to bring the right expert into the conversation immediately in order to provide valuable input for the sales conversation – without losing any time. In addition, other team members can be easily connected to clarify complex topics more quickly – conference functions. If it is then determined that the entire process is better handled by another colleague or team, the integrated moderation handover allows responsibility to be transferred directly, without effort or delay. The customer is where they belong – at the center!
An overview of the advantages:
- Immediate involvement of experts for targeted advice
- Effortless connection of additional team members for complex topics
- Conference function for faster clarification of queries
- Seamless transfer of responsibility to the right team or colleague
- No delays in the process, the customer remains the focus
An example:
A prospective customer asks a technical question during a call that the sales employee cannot answer. With manual routing, the right expert is immediately brought into the conversation. The expert clarifies the question directly and the customer gets exactly the help they need – without any waiting time. It is also possible to assign responsibility for the process directly to the specialist so that they can stay on the line. This creates trust and binds the potential customer to the company.
A prospective customer asks a technical question during a call that the sales employee cannot answer. With manual routing, the right expert is immediately brought into the conversation. The expert clarifies the question directly and the customer gets exactly the help they need – without any waiting time. It is also possible to assign responsibility for the process directly to the specialist so that they can stay on the line. This creates trust and binds the potential customer to the company.
Conclusion: On the road to success with matelso Conversation Handling
Efficient routing is the key to better customer loyalty and higher completion rates. With the matelso platform, companies have the tools in their hands to process every customer inquiry in a targeted, fast and professional manner. The platform ensures that no inquiry goes unanswered and that every conversation is a success.
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