How Mention Uses Aircall to Boost Sales and Customer Success

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Mention, a media monitoring software company, has been using Aircall’s VoIP phone system for more than three years. Founded in 2012, Mention rapidly acquired over 650,000 customers. The platform helps companies track their web and social media presence and draw analytical insights. Thanks to Mention, marketing leaders can evaluate their brand’s reputation and influence alongside their competitors’ to make impactful decisions.

Both Mention and Aircall got their start at the eFounders studio, so the connection runs deep. We had a chance to speak with Matthieu Gauthier, Mention’s Head of Marketing, to hear how Aircall’s cloud-based phone software helped their team grow and succeed.

How Mention uses Aircall

Mention’s phone operations are split into three functions:

• An outbound sales team to discover new leads and set up product demos.

• An inbound sales team to onboard new users, manage existing accounts, and foster customer success.

• A customer support team to provide troubleshooting product knowledge and field inbound support inquiries.

All three departments are committed to providing potential, new, and established customers with the outstanding service they deserve — from free trials to onboarding and beyond. Mention aims to equip customers with not only a powerful marketing tool but the expertise to achieve maximum return on investment as well.

A Measurable Difference

Before switching to Aircall, Mention lacked a professional phone setup and relied on employees using their personal cell phones. But as Mention rapidly gained customers, their team expanded accordingly, and they needed a more elegant solution that would scale alongside operations.

With the help of an intelligent phone solution, Mention was able to handle more calls in addition to providing higher levels of customer service. Thanks to Aircall, Mention’s sales and support teams are speedier and more productive across inbound and outbound operations.

The need for speed

Mention maintains relationships across more than 150 countries, with activity spanning a globe’s worth of timezones. With around-the-clock business hours, the outbound sales team needs to be quick on their feet, so they demand a versatile phone system that minimizes headaches.

“When we reached a certain stage of growth, we needed a solution that would satisfy our need for flexibility,” says Matthieu. “We want our salespeople to spend their time on the phone with customers and prospects, not doing data entry.”

Moreover, Aircall’s user-friendly dashboard allows Mention’s support and sales team to expand and contract on-demand. Admins can add, reassign, or deactivate users in a matter of  minutes.

“We don’t want to have to rely on our IT team every time a new salesperson comes in,” explains Matthieu. “Our developers are hard at work on our product, and that’s where their priorities should lie, not in setting up SIP phones. Setting up Aircall for a new teammate is very simple and only takes a few minutes!”

Timeliness and agility can mean the difference between a big win and a missed opportunity. Mention uses Aircall to make sure that their phone solution empowers salespeople to do their best work.

Powerful and Convenient Integrations

Successful sales and support teams stay organized and knowledgeable regarding their customer activity. Mention’s team moves quickly, so they integrated Aircall into their Salesforce CRM to have all customer interactions centralized in one, easy-to-view location.

_“_Aircall is incredibly simple to set up, scale, and integrate,” Matthieu explains. “It connects to our CRM, which saves salespeople time and effort which they can devote to customers instead.”

This integration lets Mention reps place and receive calls directly from within the Salesforce interface, and creates cases for every call. Instead of toggling between multiple apps and manually recording important customer data, Mention’s sales team can focus on signing prospects.

Striving for Continuous Improvement

Aircall’s phone system optimizes both efficiency and customer experience. To make sure it’s providing superior service, Mention uses the call recording feature to dissect different scenarios and better train agents.

“The call recording feature is extremely relevant to our activity,” says Matthieu. “We don’t just use it to train salespeople, though that’s definitely part of our process, but for marketing purposes as well. We want to make sure that our marketing and sales departments are strategically aligned.”

As a useful marketing tool, Mention uses real customer recordings as a jumping-off point to create impactful original content that will resonate with their desired audience. Both sales and marketing teams will listen to recordings to get a deeper and more accurate understanding of customer needs and expectations.

Mention is using Aircall to its full effect — inbound and outbound teams have become more streamlined and adaptable.

Matthieu sums it up nicely: “Welcome to 2017! If it’s not already the case, your business should invest in a phone solution like Aircall.”

Published on August 18, 2017.