Boosting Self-Support & CX With inSided-Salesforce Integration
Your online community is underleveraged, while your support teams are overwhelmed handling customer issues. In addition to those challenges are siloed platforms, which hinder seamless collaboration and knowledge sharing.
This often happens because communities lack a clear strategy, proper integration, and active engagement, leaving valuable customer insights and peer support untapped, increasing the burden on your support teams.
To address these challenges, many businesses rely on trusted platforms, such as inSided* and Salesforce. The former platform helps brands build and nurture online communities. Meanwhile, Salesforce is a market-leading support platform that enables organizations to efficiently track customer cases and deliver personalized support.
However, the true value of these platforms is only realized when they work together. By integrating inSided with Salesforce, companies can unlock a more intelligent and connected support ecosystem. The result is reduced ticket volume, faster resolutions, empowered agents, and a more engaged community that contributes to long-term customer success.
In this blog post, let’s dive deeper into how the inSided-Salesforce integration can empower organizations.
Why inSided-Salesforce Integration Matters?
Integrating inSided with Salesforce creates a unified system that allows seamless collaboration between the community and support teams. By bridging the gap between customer interactions and service management, community-support integration ensures that valuable insights and data flow effortlessly across platforms in real-time. This integration not only enhances the customer experience but also empowers your teams to work smarter and faster. That said, mentioned below are the key advantages of this powerful integration:
1. Automated Workflows
Integration between inSided community & Salesforce eliminates the need to switch between the two platforms, making business processes automated & efficient. The bi-directional data sync equips support teams to have real-time, accurate customer information for faster, more efficient case resolution. Additionally, transparent case handling provides full visibility into all case activities, keeping customers informed every step of the way.
2. Advanced Search
The inSided-Salesforce integration empowers community members to easily search and access knowledge base articles directly within the community, reducing reliance on support teams for common issues. It guides users toward the most relevant knowledge base articles, boosting case deflection by resolving questions before they ever become support tickets. As a result, your customers enjoy a faster, more seamless self-service experience, while your support team can focus on more complex issues.
3. Improved Customer Engagement & Higher CSAT Scores
When community members struggle to find answers, they often reach out for direct support. If that requires switching platforms, the experience becomes fragmented, and their likelihood of returning drops. The inSided-Salesforce integration removes this barrier by enabling seamless access to both self-service resources and live support from within the community. This unified experience helps resolve issues faster and more efficiently, directly contributing to improved customer engagement & higher customer satisfaction (CSAT) scores.
4. Enhanced Agent Efficiency With a 360° Customer View
The inSided-Salesforce integration gives support agents direct access to each customer’s community activity. This includes questions asked, content consumed, and discussions participated in. This holistic view allows agents to better understand the customer journey & tailor responses accordingly, all while reducing the need for back-and-forth communication. The result: lower volume of tickets, more efficient agents, reduced workload, and a consistently high-quality support experience.
5. Lowered Customer Licensing & Operational Costs
As your business and customer base grow, scaling support through service platforms can get expensive. This is because the licensing costs increase and more operational resources are required. With community support integration, manual intervention is eliminated, workflows are automated, and customers are redirected to self-service options. Additionally, the integration reduces the volume of tickets requiring direct agent involvement, optimizing support operations, ultimately lowering licensing and staffing costs while maintaining a high-quality customer experience.
Now that we’re aware of the benefits of community support integration, let’s move on to the bigger question. So, how can we integrate inSided and Salesforce?
Introducing a Community and Support Platform Integration Solution: KaseSync
Designed and developed by Grazitti Interactive, KaseSync is a robust solution that can integrate online communities like Gainsight, Higher Logic Vanilla, Khoros, and more with support platforms like Salesforce, MS Dynamics, NetSuite, and others. By enabling seamless bi-directional data flow between these platforms, KaseSync simplifies complex business processes and enhances operational efficiency.
This seamless integration not only streamlines your workflows but also empowers your community members with proactive support, delivering an exceptional community experience. In turn, this makes your overall support smarter, faster, and more effective.
Conclusion
Maximize the impact of your community by seamlessly connecting inSided with your Salesforce support platform using KaseSync. This integration fosters deeper collaboration between your customers and support teams, enabling faster issue resolution, smarter resource allocation, and a more personalized customer experience, leading to higher customer satisfaction and sustainable business growth.
*Note: The platform formerly known as inSided was acquired by Gainsight and is now called Gainsight Customer Communities. For simplicity, in this blog post, we have referred to the platform as inSided.
