Delayed customer support can hinder your community engagement efforts and hamper overall CX. To overcome support delivery challenges, integrate your Higher Logic community with Salesforce Service Cloud. It creates seamless collaboration between your business solutions for productive teams and accurate reporting.
Higher Logic-Salesforce integration allows community members to attach files and comments of any size without any restriction. Salesforce, by default, limits the attachments to a maximum of 25 MB and 4,000 characters, which can be a major hindrance in providing complete support to customers. With KaseSync in place, you can overcome this limitation and enable your customers to iterate their concerns freely.
Create a seamless sync between your Higher Logic knowledge base and Salesforce Service Cloud. Make your knowledge resources accessible to both your customers and support reps at their ends, respectively. With this, you can enable your community members with relevant information when they need it. Additionally, you can eliminate repetitive queries that can be dealt without support reps’ intervention.
With KaseSync Case Connector, you can monitor your customer’s activities, user journeys, and Higher Logic community interactions right from Salesforce. Its unique facets analyze user data, which helps to fast-track your support delivery and elevate your overall CX. This feature provides complete visibility to your support team and ensures the highest level of customer satisfaction.
A thriving community is welcoming and responsive. You can’t afford to let queries go unanswered just because the volume is increasing. That’s why automatic post-to-case escalation is pivotal. KaseSync automatically escalates community posts to Salesforce cases based on pre-defined business rules. This eliminates manual intervention and ensures that your customers receive prompt and accurate support.
What is the main purpose of having a rich knowledge base? To enable customers with relevant knowledge and empowering them to troubleshoot challenges on their own. However, not every customer tries to look for a solution. They directly reach out to the support, leading to an increased volume of cases. That’s why KaseSync offers federated search on the case creation form. So, when a customer starts creating a case, it offers relevant resources leading to effective case deflection.
Reaching out to the solution provider for every minor tweak can be inconvenient and time-consuming. To tackle that, KaseSync provides user-friendly administrative control. With this panel in place, you can configure minor settings by yourself. Additionally, you can manage user access, data synchronization, and escalation rules, ensuring complete transparency and control.
Let’s solve your unique business challenges together.