Maximize Productivity, Drive Engagement, and Cut Support Costs
And More...
KaseSync, Grazitti’s powerful integration tool, connects online communities like Khoros, Higher Logic Vanilla, Gainsight, and more with support platforms like Salesforce, NetSuite, MS Dynamics, Zendesk, and more, enabling seamless data flow and collaboration. It streamlines case management, automates workflows, and uses AI-driven insights to analyze sentiment and prioritize cases, ensuring quicker resolutions and enhanced support.
By centralizing data and support interactions, KaseSync not only reduces operational costs and optimizes resources but also drives case deflection by empowering users with self-service options. This improves support efficiency and boosts user satisfaction.
KaseSync ensures compliance with global privacy laws by securely processing user data without storing it. Integrates with platforms via OAuth and token-based authentication to ensure secure access control.
Users can create cases with details, attachments, and priority levels while tracking status and interacting with support agents directly from the community using KaseSync.
Enables bidirectional data flow, ensuring real-time sync of case information and support responses. This reduces manual work and improves resolution time.
KaseSync boosts efficiency and consistency by deflecting cases and directing users to relevant self-service resources before escalation.
KaseSync enables automatic escalation of unanswered community member posts after a defined time interval for timely resolution.
Seamless integration with external storage solutions allows files larger than 25 MB to be sent and received for better support efficiency.
Auto-creates cases from the community, enabling agents to track, manage, and resolve the issues directly from the support platform. This ensures seamless and efficient handling of community-reported problems.
Leverages AI-driven sentiment analysis to classify and prioritize cases based on emotional tone, ensuring faster resolution, improved customer satisfaction, and more personalized support for better outcomes.
Suggests relevant knowledge base articles and past cases, helping users resolve issues independently before escalating to support teams.
Escalates cases automatically when SLAs are breached, ensuring prompt issue resolution without manual intervention.
CatchHeather Foe, Senior Director of Customer Marketing & Communities, sharing insights on how
KaseSync benefited 6sense, a leader in B2B intelligence, at Community (re)Focus, 2023.
In exploring the evolution of the client's support infrastructure and the transformative impact of KaseSync, we delve into four key aspects:
80%
Reduction in Support
Costs
Achieves licensing cost reduction by eliminating the need for separate licenses with a unified system.
33%
Increase in Case Deflection Rate
Boosts case deflection with suggestive search, guiding users to relevant resources before escalation.
30%
Higher Community Engagement
Boosts engagement by automating escalation & enabling seamless data sync for faster issue resolution.
"Team Grazitti helped us revolutionize our ASC Support Portal! Their 'Mark as Resolved' functionality is exceptional, saving us valuable time and effort by allowing direct case closures. The 'CC to Case' feature is a huge win, enabling us to add all necessary stakeholders from the start and significantly simplifying our workflow. We're proud to see such impactful improvements in our processes!"
Sean MorrisSenior Manager at D2L 
