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 today 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 technologies like CRM come into the picture. They improve brand-user interaction and create better customer experiences. And, when it comes to CRM systems, Salesforce is a renowned leader. Communities, on the other hand, have emerged as a vital solution for organizations to delight their customers. They convert customers into loyal members by delivering value to them 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 deep dive and find out more!
What is Salesforce?
Salesforce is the world’s most popular CRM with a staggering 22.9%[i] user base globally. The cloud-based CRM platform allows brands to build and maintain strong customer relationships. With features like real-time customer data tracking and analysis, various departments including sales, marketing, and support leverage it to create superlative user experiences.
Salesforce service cloud 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 CRM 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 CRM to connect with the support teams and retell their issues. Safe to say, the traditional support delivery is anything but customer-friendly. Here’s a visual representation of how CRM and community platforms 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 customer doesn’t find a convincing solution, they can 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 the queries from their end.
Here’s how community-CRM integration offers a convenient case management process-
How Community and CRM Integration Grow Your Business?
Integrating your Salesforce CRM with your community can have a huge impact on your overall productivity and CX. Here are some of the benefits of online community and Salesforce integration –
1. Better Case Escalation and Resolution
As mentioned, independent platforms lead to manual data exchange. But, bi-directional integration of community and Salesforce eliminates the need for repetitive data entry on multiple platforms. Instead, members just have to click a button for seamless data sync between the community and CRM. With the elimination of navigating to multiple platforms and information exchange, the case resolution time reduces significantly. 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 integration, customer reps get a comprehensive view of queries taking place. They can turn the repetitive cases into knowledge resources to provide self-service while focusing on rather critical issues. It enhances the productivity of your support reps. Moreover, both parties, customers and support agents, can view the new updates taking place in the active cases in real-time. It enhances visibility and leads to transparent case management. As a result, businesses enable their customers with cost-efficient, top-notch service delivery.
3. 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.
4. Increased Repeat Purchase Rate
Happy customers are your best advertisers. Not only do they stick around and make repeat purchases, but also spread the word about your business. This is why delivering a stellar experience to your customers is imperative as it enables you to gain brand loyalists. Hence, the business garners better customer retention and repeat purchases.
Seamless, efficient support delivery will reduce case resolution time and improve user experience. We, at Grazitti, understand the importance of bi-directional community-Salesforce integration. That is why our experts built this robust solution- KaseSync case connector. It empowers your community with Salesforce’s service capabilities and strengthens your support delivery.
Wish to Learn More About KaseSync? Talk to Us!
References
[i] https://www.salesforce.com/news/stories/idc-crm-market-share-ranking-2022/
