The following information is sourced from the Zoho CRM help guide. I found it to include helpful insights, so I'm sharing it with you.
While customer relationship management is an important aspect of running a business, it can often become overwhelming due to the extensive amount of work involved. You must always ensure you are keeping in touch with your customers through email and over the phone so you don't miss out important leads or a potential deal. In the meantime, it is also crucial to stay on top of your projects. Sometimes such multitasking may show downside effects on the overall functioning of your business.
Zoho CRM aims to make this easier for you by providing multiple features under a single platform. Collectively, these features can help you a great deal in enhancing communication with your customers.
Email: You can send emails to your customers from your Zoho CRM account. You can also integrate your personal email accounts with CRM to make sure the information in always in sync and available to other users. Besides this, you can receive notifications for important emails sent by your customers.
Telephony: From wasting time following-up with the wrong leads to missing out noting important information about an important call, sales reps face a range of problems, which can be solved by integrating their Zoho CRM account with their telephony system. This can also help reps provide a more personalized customer experience over the phone and focus on closing more deals.
Social: Integrating your Twitter and Facebook accounts with Zoho CRM not only helps you identify the kinds of products your leads or customers are interested in, but also to understand their requirements. You can receive notifications whenever a lead or contact mentions, likes or tweets about your product. It plays a pivotal role in automating lead generation because you can add these interested prospects as leads or convert them to contact from your social media account.
Chat: Visitor tracking integration—adding chat scripts—allow you to track the number of visitors to your site and how they are interacting with it. You can get notifications each time your website is visited and learn more about their interests by talking to them. You can also help clear doubts, have one-on-one interaction and assist better.
Sales Signals: It can be challenging to stay on top of all touchpoints through which your customers reach out to you, unless you are able to track them all in the same place. Zoho CRM makes it easy to track leads or customers and follow-up with them by providing real-time notifications on their activities.
Portals: You can create separate portals for different modules and grant access to the customers, partners, vendors etc. to access or update information in CRM. By granting only limited and required access you can ensure that only a part of your CRM is open to your customers while the confidential data always remains secure.