Boosting Collaboration Between Teams With KaseSync
In an ever-evolving business environment dominated by technology and the latest innovations, maintaining strong customer relationships & community support is pivotal. However, if both online communities and support platforms work in silos, it becomes a challenge, hampering business growth. Synchronizing data between these two platforms is challenging and prone to several errors associated with manual syncing.
The solution?
KaseSync – an online community and support platform integration solution that creates a unified ecosystem to enhance community-support capabilities.
In this blog post, we will deep dive into how KaseSync seamlessly integrates community and support platforms – eliminating data silos, boosting operational efficiency, and enhancing customer engagement.
What is KaseSync and How Does it Work?
KaseSync is an integration tool designed to create a bi-directional data flow between a community and a support platform. It enables businesses to streamline their case management and escalation processes, ensuring prompt service delivery and an elevated customer experience.
To understand how it works, here is an example.
Let’s say a company is running its community on Khoros and support on Salesforce. In a typical setting, when a customer raises a case within the community platform, the information remains confined within that platform. The customer service team, which primarily relies on the support platform, is unaware of the new case unless manually notified.
To address this, the community team has to manually transfer the case details to the support platform, duplicating efforts and risking data entry errors. This fragmented process further delays responses from the support agents, as there’s no real-time synchronization between the two platforms.
However, with KaseSync in place, any support case or issue raised by a customer within the community platform is automatically synchronized with the support system. This integration ensures that all relevant details, such as the customer profile, case description, and any associated interactions, are accurately updated in real-time within the support platform.
This synchronization not only improves the efficiency of service teams but also strengthens the community support framework by ensuring no customer query goes unnoticed.
How KaseSync Enhances Your Support Workflow
Apart from the bi-directional integration, KaseSync offers a plethora of benefits.
- It bridges the gap between community and support platforms, enabling teams to work collaboratively, thereby improving communication and knowledge-sharing.
- KaseSync enables the automatic escalation of unanswered community posts after a set time, ensuring timely attention and resolution.
- Advanced search ensures an elevated self-service experience by directing users to relevant self-service resources before escalation. This improves the case deflection rate considerably.
- Community user journey mapping empowers support agents to track and analyze customer interactions, including knowledge base articles and discussions. This valuable insight allows agents to provide tailored responses, expediting case resolution for a smoother customer experience.
- Partners can also create, view, and comment on cases on behalf of customers, improving both visibility and responsiveness within your community support ecosystem.
- The seamless integration with external storage platforms allows for the exchange of files larger than 25 MB, providing greater context and clarity that boosts overall support efficiency.
Wrapping Up
KaseSync is a powerful solution for teams looking to improve collaboration and streamline case management. Not only does it ensure seamless integration between community and support platforms, but it also elevates CX. With KaseSync in place, teams can work together efficiently and transparently, resulting in improved customer satisfaction and business success.
