4 Reasons Community-Salesforce Integration is Instrumental to Your Business
Waiting for a customer support agent to resolve your query?
We guess not!
Customers today value their time and expect instant support. So, brands are leaving no stone unturned when it comes to meeting their customers’ expectations. And, to deliver instant support, they need to step up their support game. Sounds like a tall order, doesn’t it?
This is where support platforms like Salesforce come into the picture. They improve brand-user interaction and create better customer experiences. On the other hand, communities have emerged as a vital solution for organizations to delight their customers. They convert customers into loyal members by delivering value through engagement efforts.
Now, imagine the ripple effect of integrating these two vital business solutions. When your loyal members receive instant support directly from the community, they have no reason to look anywhere else. They experience both peer-to-peer connection and expert assistance in one place.
This is just one of the many benefits of integrating your Salesforce Service Cloud with business solutions like online communities. Let’s dive deep and find out more!
Salesforce: The Powerhouse Driving Exceptional Support Experiences
With a staggering 21.7%[i] of global market share, Salesforce is many organizations’ central nervous system for customer success. It helps brands connect meaningfully with their customers, streamline internal processes, and resolve issues faster.
Salesforce Service Cloud, in particular, is packed with powerful features to elevate your customer experience, including –
1. Lightning Service Console to increase agent productivity through efficient user tracking.
2. Omnichannel Routing for transparent and efficient case management.
3. Workflow and Approvals for automotive workflows and increased productivity.
4. Macros Automation for automating common repetitive tasks.
Online Community and Salesforce Integration – Reshaping Support Delivery
Using multiple platforms independently leads to a manual exchange of information between them. In the case of independent online communities and support platforms, members will create a post on the community and wait for responses. If they don’t receive a practical solution, they need to log out of the community. Then, they log in to your support platform to connect with the service reps and retell their issues. Safe to say, the traditional support delivery is anything but customer-friendly. Here’s a visual representation of how a support and community platform would work independently:
However, the traditional ways of communication are changing with technological evolution. The majority of brands strive to deliver impeccable, customer-friendly experiences. And, integrating your online community with Salesforce is one way to do it. Following the integration, if your customers don’t find a convincing solution, they can create & escalate the case with a single click. Conveniently enough, customers don’t have to repeat any information. And, support reps can view and respond to queries from their end.
Here’s how community-support integration offers a convenient case management process –
How Online Community and Support Integration Grow Your Business?
Integrating Salesforce with your community can have a huge impact on your overall productivity and CX. Here are some of the benefits of the online community and Salesforce integration –
1. Better Case Escalation and Resolution
Independent platforms lead to manual data exchange, causing inefficiencies. Integrating the community platform with Salesforce automatically syncs data, allowing members to escalate issues with one click. This reduces the need to switch platforms and share data manually. As a result, members experience a convenient, prompt case escalation and resolution process. And businesses enjoy organic engagement with their community members.
2. Enhanced Visibility and Productivity
With the community-Salesforce integration, support reps get a comprehensive view of customer queries & interactions, including whether they have used any self-service options like a knowledge base. Additionally, both customers and support agents have real-time access to updates on active cases, enhancing visibility and fostering transparent case management. This allows businesses to deliver top-notch service while improving overall customer experience.
3. Increased Support Efficiency
Integrating an online community platform with Salesforce enables businesses to leverage automated workflows and intelligent case deflection. This reduces unnecessary case submissions and lowers the overall support volume, allowing agents to focus on high-priority issues and improving team efficiency.
4. Improved CSAT
When support reps have access to customer data, they can efficiently manage issues and improve the average case resolution time. And, bi-directional integration is the answer to this. It helps businesses achieve their ultimate goal, which is happy and satisfied customers.
5. Increased Repeat Purchase Rate
With bi-directional data flow, support reps can access comprehensive customer information, enabling them to resolve issues faster and more accurately. This leads to quicker case resolution and a more personalized support experience, ultimately boosting customer satisfaction.
Furthermore, seamless, efficient support delivery reduces case resolution time and improves user experience.
At Grazitti Interactive, we understand the importance of online community-Salesforce integration. That is why our experts built this robust solution – KaseSync. It is an online community and support integration tool that strengthens your support delivery through seamless community-Salesforce integration.
Reference
[i] Salesforce
