Unifying Support and Community Platforms Through Bi-Directional Integration
As online communities become the backbone of business operations, brands are adopting innovative strategies to stay ahead of the curve. One of the increasingly effective approaches is integrating these communities with business solutions such as support platforms.
According to a study, around 58%[i] of businesses have already integrated their communities, yet this remains a largely untapped opportunity for many others. Among the most promising strategies in this space is bi-directional integration.
In this blog post, we’ll explore how bi-directional integration can help businesses strengthen the connection between their online communities and support platforms, driving efficiency, enhancing user experience, and ultimately, achieving greater business impact. Let’s dive in!
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-directional integration means you can access data and take action from one place instead of switching to a different platform. It prevents distractions at critical moments and allows you to fast-track your processes. That way, if your customer-facing and internal team’s platforms are integrated, both can work in tandem, exchanging information without having to navigate between platforms.
Why is Bi-Directional Integration Instrumental to Agile Teams?
The majority of customers prefer self-help options and often rely on a knowledge base to solve their issues. However, when digital resources fall short, customers turn to human assistance. If your organization relies solely on an online community or knowledge base, it may not always meet customer needs. This is why having both digital and human assistance is equally important for a company.
However, switching between platforms for preferred assistance can be inconvenient and can lead to members leaving the community and not coming back. Similarly, when your support staff switches between platforms, their productivity might be hampered. This is why this approach is not preferable.
To resolve this, a tool that offers bi-directional integration can be your best bet. It will enable a seamless flow of information between your community and support platform. With bi-directional integration:
- Your customers don’t have to leave your community for the required assistance.
- Your support reps can assist directly from the support platform, reducing response time significantly.
- You will witness significant improvement in your overall CX.
Ultimately, by switching to bi-directional integration, you enable your customers to drive ‘maximum value with minimum effort.’
Which Bi-Directional Data Sync Solution is Right for You?
Now that we understand the value that bi-directional integration brings to a business, the next question is: Which bi-directional data sync solution is right for you?
Among the available solutions, KaseSync from the house of Grazitti stands out for being purpose-built for this kind of integration. It seamlessly connects online communities with support platforms like Salesforce, MS Dynamics, NetSuite, Zendesk, and more, bridging the gap between your customer-facing community and internal support teams. This integration ensures that community members can access expert assistance directly from within the community without having to switch platforms. At the same time, your support team can offer personalized, real-time support from their support platform, eliminating the need to navigate between multiple systems.
By enhancing collaboration between your community and support systems, KaseSync helps streamline workflows, boost productivity, and deliver a seamless customer experience. The 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.
Step 2: The case will get listed on the community and support platform.
Step 3: The case details and updates will be reflected in real-time on both platforms for exceptional transparency.
Step 4: Upon receiving satisfactory assistance, the customer can request to close the case.
Just in four steps, you can achieve streamlined, prompt support delivery with bi-directional integration through KaseSync. It significantly streamlines case management while reducing support costs. Additionally, KaseSync boosts the productivity of your support team, which helps deliver a bespoke customer experience.
Wish to See KaseSync in Action? Book a Demo!
Reference
[i] Higherlogic
