A Walkthrough Featuring Out-of-the-Box Use Case of KaseSync – Chapter Rewind From Community (re)Focus, 2022
What keeps your community members coming back?
The success of your online community largely depends on how your members feel about it. If they love how you treat them in your community, they’re sure to stay and promote your brand as loyal advocates.
But how do you ensure positive CX in your community? Here’s the answer-By enabling your online community with seamless support delivery!
Next big question – how to ensure diligent support in your online community? This can be challenging considering most community platforms aren’t equipped with support features. So, organizations leverage CRM solutions for service delivery. But that leads to dependency on two different solutions resulting in a rather inefficient and lengthier support delivery process.
So, our experts built an innovative solution that equips your online community with CRM solutions’ capabilities. How, you ask? Here’s a detailed walkthrough of our product by our experts from Community (re)Focus, 2022. Let’s dive in!
Our distinguished speakers for the session were:
Let’s take a deeper look at the key highlights and business-oriented use cases of KaseSync shared by experts during this session. And, understand how it unlocks true business potential by delivering seamless assistance to community members.
Meet KaseSync: The First-Ever CRM-Community Connector
Our experts designed KaseSync with the aim to enable your community members with responsive assistance through CRM capabilities. It creates a bi-directional data flow between community and CRM platforms to eliminate platform switching and deliver sublime support experiences.
Vikas demonstrated the working of KaseSync with an interesting example-
Let’s assume you’re a laptop user and facing reboot issues. What would be your first step? To look it up in their online community. If you’re unable to find the adequate question, you’d try to reach out to customer service by raising a ticket. In a typical setting, when you try to create a case, you’re redirected to the CRM platform. It means you have to leave the community, sign up on their other platform, and re-tell your issue.
That is the major pain point for a customer as well as the business. For a customer, the process becomes unnecessarily lengthier. And businesses lose loyal members as most of them never return once they leave. Plus, some CRM solutions even charge extra to accommodate your increasing customer base. It results in a delayed support process, poor community member retention, and increased support expenses.
This is why KaseSync is your best bet. It connects your community with your CRM platform to accelerate your support delivery and reduce your support costs. Following are the key features of KaseSync that make all of this possible –
1. Automatic Post-to-Case Escalation
This feature ensures that all the queries posted in your community get acknowledged and offer an adequate solution. You can set the timeframe and the posts will be escalated as cases automatically if the posts fail to get acknowledged.
2. Federated Search on Case Create Form
When community members create a form, this feature fetches consolidated search results from all the integrated platforms. This way it boosts self-service and eliminates repetitive cases.
3. Seamless Knowledge base Sync
KaseSync isn’t limited to syncing cases. It supports automatic syncing of your knowledge resources too. The bi-directional syncing also logs every sync activity from the community to CRM or vice-versa. Moreover, it sends an automatically-generated email to inform the status of synced resources.
4. Intuitive Admin Panel
KaseSync comes with a dashboard that enables admins to tweak configurations like fields, account details, filters, and more.
Apart from these, this flexible case connector comes with some scalable features. It means these capabilities can be enhanced as required by clients, these include-
- Community User Journey in CRM
- Community-Jira Integration
- Multi-Lingual Case Portal
- Community-Slack Integration
- No Size Limitation on File Uploads and Attachments
- Rich Text Editor (RTE) for Case Comments
Highlighting Business Use Cases of KaseSync: Fireside Chat Session at Community (re)Focus 2022, Chapter Rewind
The walkthrough session was followed by a fireside chat session. Ram Goyal, product manager at Cohesity, joined Vikas for highlighting the business use cases of KaseSync. Since Cohesity has been using KaseSync for a year now, Ram perfectly outlined its use cases.
Focusing on the primary requirement of the clients, our speakers emphasized KaseSync’s knowledge base syncing capabilities. Ram mentioned that their users were scattered on two different platforms, Confluence and Salesforce. So, they wanted a solution that could sync their complex data resources on these platforms.
Further, Ram mentioned that the reason they opted for KaseSync over other solutions is because of its multi-dimensional capabilities. With its unique bi-directional data syncing feature, KaseSync eliminated manual data syncing. Plus, they didn’t have to outsource the migration process as KaseSync helped them with data migration as well. Additionally, they were able to sync metadata from Salesforce to Confluence.
Wrapping up, Vikas touched base on how a well-executed community-CRM integration can boost community engagement and deliver positive CX. He further explained the working and key facets of the connector. Concluding the session, the two experts discussed that to level up the community game, brands must ensure prompt support and superior experiences. And, KaseSync might be the best way to achieve this.