Seamlessly Integrate Your Online Communities with Leading Support Platforms
Enhance Customer Experience and Optimize Support Operations
Enhance Customer Experience and Optimize Support Operations
Developed by Grazitti Interactive, KaseSync is a comprehensive tool that facilitates online community & support integration. This integration aims to bridge the gap between your community users and your support team, ensuring seamless communication and swift issue resolution.
Integrating Community with support tools like Salesforce, Jira, Zendesk, or any other of your choice, offers numerous benefits that can enhance overall business efficiency, customer satisfaction, and case management.
Experience the transformative power of KaseSync and take your support delivery to the next level.
Automates the transfer of community-generated case content directly into your Salesforce CRM, reducing manual data entry and operational bottlenecks.
Enhances productivity, minimizes errors, and ensures that all customer inquiries are promptly and accurately addressed for enhanced customer experience.
Reduces Salesforce licensing costs using a single integrated system instead of maintaining separate licenses for community and Salesforce platforms.
Fosters better communication and collaboration between the support teams by providing a unified customer view of customer cases and feedback.
Streamline support workflows for community moderators, product teams, and developers with automated processes.
Provide stakeholders with greater visibility into the status and progress of community-generated ideas through real-time synchronization.
Enables faster decision-making and response times with immediate access to community feedback.
Allows admins to prevent syncing of private comments between the community and Jira to keep sensitive information secure.
Transfers community-generated case content directly into ServiceNow automatically, minimizing manual data entry and eliminating operational bottlenecks.
Increases operational efficiency, decreases errors, and ensures all customer questions are addressed quickly and accurately, enhancing overall customer satisfaction.
Reduces ticket resolution time by offering support teams immediate visibility into detailed community interactions and customer feedback.
Improves support team communication and collaboration by providing a cohesive perspective on customer cases and feedback.
KaseSync empowers community members to escalate their issues directly from the community platform, while support representatives can address these cases directly within the CRM system. This integration reduces overall case resolution time, streamlining the process for enhanced efficiency and satisfaction.
When community members don’t receive timely responses to their posts, KaseSync ensures their concerns aren’t overlooked, all while improving customer support efficiency. It automatically escalates the post to a case after a defined time, guaranteeing that every issue gets the attention it deserves.
Customers often overlook your knowledge base before asking questions, which can lead to less effective support if your team lacks access to this information. This feature provides your support team with a detailed activity stream of end-users to improve response quality and streamline support workflows.
This feature enhances self-service for community members by displaying relevant cases when they attempt to create a new one. This helps them troubleshoot independently, reduces ticket resolution time, and allows your support team to concentrate on more critical issues.
When multiple members face the same issue, KaseSync prevents redundant case creation by facilitating transparent communication through CCed case management, increasing agent productivity. This ensures that all members receive updates without overwhelming the support team with individual case submissions.
This feature allows customers to detail their issues precisely when creating cases. The Rich Text Editor (RTE) provides customization options, such as bold, italics, and underlining, to highlight their concerns and improve customer satisfaction with case clarity.
KaseSync not only syncs cases but also integrates knowledge resources across multiple platforms automatically. It also sends auto-generated emails to keep businesses informed about the status of their synced resources, ensuring seamless updates and management.
Community & Support integration features an intuitive admin control panel, allowing organizations to adjust settings such as account details, filters, and fields. This customization capability enables them to meet business needs, without external assistance.
Catch Heather Foe, Senior Director of Customer Marketing & Communities, sharing insights on how KaseSync benefited 6sense, a leader in B2B intelligence, at Community (re)Focus, 2023.
In exploring the evolution of the client's support infrastructure and the transformative impact of KaseSync, we delve into four key aspects:
Improved Operational Efficiency
Global Reach and Multilingual Support
Flexible File Management
Effortless Case Escalation
33%
Decrease in Case Deflection Rate
Make resource navigation a breeze with the advanced federated search feature that displays relevant resources to community users.
30%
Higher Community Engagement
Enable community users to create support cases with just one click. The Automatic Case Escalation feature guarantees that no posts or queries are left unanswered.
47%
Increase in Customer Support Costs
Ensure customer satisfaction by delivering quick support. Leverage your community’s resources for efficient, 24x7 self-service availability.
37%
Boost in Support Productivity
Empower support representatives to prioritize critical cases by converting discussion threads into resources.
80%
Reduction in Salesforce License Cost
Witness 83% reduction in user licensing costs, all while streamlining case escalation.
42%
Decrease in Case Resolution Time
Real-time data sync warrants a transparent case management process. Both customers and the support team can access recent updates instantly.
"Team Grazitti helped us revolutionize our ASC Support Portal! Their 'Mark as Resolved' functionality is exceptional, saving us valuable time and effort by allowing direct case closures. The 'CC to Case' feature is a huge win, enabling us to add all necessary stakeholders from the start and significantly simplifying our workflow. We're proud to see such impactful improvements in our processes!"
Sean Morris
Senior Manager at D2L
