Bi-Directional Community-CRM Integration for Future Readiness

By Khushboo Mandal on Jan 25, 2023 in Blog

With online communities becoming the spine of business operations, brands are leveraging unconventional solutions to gain an edge. And, integrating existing communities with business solutions is emerging as the most preferred solution. According to a study, around 58%[i] of businesses have integrated their community with business solutions. It means, it is still an unexplored territory for many brands.

Let’s take a look at the community integration that enables companies to achieve their business goals. Shall we?

What is Bi-Directional Integration?

Bi-directional integration indicates the type of cross-collaboration between two platforms where data can flow both ways. A conventional bi-direction integration means you can pull data and take action from one place instead of navigating through multiple tools or platforms. It prevents distractions at critical moments and allows you to fast-track your processes. That way, if your customer and internal team’s platforms are integrated, they both can cross-collaborate without having to switch platforms.

Why Bi-Directional Integration is Instrumental to Agile Teams?

The majority of customers agree to prefer self-help to human assistance. They only reach out to support staff when the knowledge base fails to provide the required help. If your organization uses an online community that also provides a knowledge base, it might not be enough. Because when digital assistance lacks, your customers look up to human assistance. This is why both digital and human assistance are equally important for a company.

However, switching between platforms for preferred assistance can be inconvenient. This leads to lower member retention rates. Similarly, when your support staff switches between platforms, their productivity might get hampered. This approach is anything but customer-friendly.

In this case, a connector that offers bi-directional integration can be your best bet. It will enable your community and CRM with a seamless flow of information. With bi-directional integration –

  • Your customers don’t have to leave your community for the required assistance.
  • Your support reps can offer assistance directly from CRM, successfully shrinking the time gap.
  • You will witness significant improvement in your overall CX.

As a brand, always focus on enabling your customers with ‘minimum effort and maximum value’.

How Bi-Directional Data Sync Works?

KaseSync is a case connector that combines your CRM’s case management capabilities in your community. It means, your community members can get expert assistance directly from the community. Similarly, your support staff can offer their assistance from CRM, without navigating all the way to your community. All this is possible with the seamless data sync provided by KaseSync.

Following is the step-by-step representation of how KaseSync’s case escalation and bi-directional integration work-

Step 1: The customer will click the ‘Create A Case’ button and enter the required details.

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Step 2: The case will get listed on community and CRM.

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Step 3: The case details and updates will be reflected in real-time on both platforms for exceptional transparency.

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Step 4: Upon receiving satisfactory assistance, the customer can request to close the case.

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Just in four steps, you can achieve streamlined, prompt support delivery. Bi-directional integration enables your community with a seamless support process by saving your users time and improving overall CX. In addition, the productivity of your support team boosts while the support expense reduces.

Wish to See KaseSync in Action? Book a Demo!

Team KaseSync has extensive experience in delivering solutions that make your communities multi-dimensional. To learn more about our expertise, drop us a line at info@kasesync.com, and we’ll take it from there.

References

[i] https://www.higherlogic.com/blog/online-communities-facts-statistics-2021/

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