KaseSync: Case Connector for Community

How KaseSync Helped 6sense Remove Friction From Their Support Process

Catch Heather 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:

How KaseSync enabled 6Sense to increase their case deflection rate?
What strategies led 6Sense to be able to improve their community engagement?
How KaseSync empowered 6Sense to reduce their support costs?
What were the key drivers behind 6Sense's rise in support productivity?

Our Range of Native Integrations

Integrate Khoros with Salesforce, NetSuite, Zendesk, MS Dynamics, and more
Integrate Higher Logic with Salesforce, NetSuite, Zendesk, MS Dynamics, and more
Integrate Vanilla with Salesforce, Zendesk, NetSuite, MS Dynamics, and more
Integrate Hivebrite with Salesforce, Zendesk, NetSuite, MS Dynamics, and more
Integrate InSided with Salesforce, Zendesk, NetSuite, MS Dynamics, and more

*You can integrate your choice of community-CRM with KaseSync

Choose the Platforms You Want to Integrate and Start Your Custom Setup

KaseSync Integrations - Connect Your Community and CRM Platforms

Choose the platforms you want to integrate to start your custom setup.

Streamline Support Delivery and Enrich Your Customer Experience With KaseSync

Connect and Conquer: Witness 2X Team Productivity With Community-CRM Integration

33%

Increase in Case Deflection Rate

Make resource navigation a breeze with the advanced federated search feature that displays relevant resources to community users.

30%

Higher Community Engagement

Enable community users to create support cases with just one click. The Automatic Case Escalation feature guarantees that no posts or queries are left unanswered.

47%

Decrease in Customer Support Costs

Ensure customer satisfaction by delivering quick support. Leverage your community’s resources for efficient, 24x7 self-service availability.

37%

Boost in Support Productivity

Empower support representatives to prioritize critical cases by converting discussion threads into resources.

80%

Reduction in Salesforce License Cost

Witness 83% reduction in user licensing costs, all while streamlining case escalation.

42%

Increase in Case Resolution Time

Real-time data sync warrants a transparent case management process. Both customers and the support team can access recent updates instantly.

Expanding Integration Capabilities

Kasesync now seamlessly integrates community platforms with communication and ticketing tools, respectively. Experience real-time collaboration by syncing community & communication tools like; MS Teams, Slack, Gchat, and Skype, empowering you with instant notifications and direct responses. That's not all, now you can automate workflows with community & Jira integration, converting ideas into Jira tickets, all while ensuring transparency and coordination.

Integrate More Seamlessly: Added Utilities in KaseSync

Advantages of Community-Ticketing Tool Integration

Automated Ideas-to-Ticket Process
Engagement-Driven Threshold Setting
Enhanced Bi-directional Synchronization

Advantages of Community-Communication Tools Integration

Real-Time Keyword Alerts
Customizable Mapping Configuration
Flexible Remote Moderation

FAQ's

What all community platforms can be integrated with CRM platforms using KaseSync?

KaseSync can integrate community platforms like Khoros, Higher Logic, Vanilla, Hivebrite, and more with CRM platforms like; Salesforce, NetSuite, etc.

Is there a way to increase case deflection rate with KaseSync?

KaseSync offers a powerful solution for enhancing case deflection rates. One of its standout features is an advanced federated search capability. This functionality empowers members to easily locate resources, such as articles, blogs, videos, tutorials, and more. By providing access to these resources, members can proactively address their inquiries before resorting to case escalation.

Which CRM platforms is KaseSync compatible with?

KaseSync is compatible with a variety of CRM platforms like Salesforce, NetSuite, Zendesk, MS Dynamics, and more.

What happens when a post in the community remains unaddressed for days?

If a community post remains unaddressed for X number of days then it automatically converts into a case with KaseSync’s - Automatic Post-to-Case Escalation feature.

How does KaseSync's Rich-Text-Editor (RTE) enhance comment management in Salesforce?

KaseSync's Rich-Text-Editor (RTE) enables community members to align attachments with their comments. This feature goes beyond simple text by offering formatting options and the ability to directly paste images. This dynamic functionality transforms customer interactions into engaging and interactive conversations.

How can you overcome the 25 MB file attachment limit on Salesforce?

KaseSync eliminates 25 MB limitation on file attachment size and comment description length imposed by Salesforce. Community members can freely express their challenges in detail, enhancing customer feedback and improving overall engagement with the platform.

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