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Sales and customer support are indispensable to a business. While the sales team brings in new customers to a business, customer support is tasked with retaining them. The support team plays a vital role in building customer’s trust and ensuring that their concerns are addressed.
In a data-driven environment, both teams rely on software to get their jobs done efficiently. Most sales personnel turn to Salesforce, the industry-leading CRM cloud software for tracking customer activity. Meanwhile, the support team relies on various choices of apps to interact with the customers.
Just as Salesforce is doing a great job for the sales team, customer support apps are equally helpful for the support personnel. Yet, both software would, by default, operate with separate databases, which prevents a business from offering the best customer experience.
Therefore, Salesforce integration with customer service apps is the ideal solution towards providing a highly-satisfactory customer experience. By doing so, the customer’s service apps are enriched by sales information like purchase history, customer preferences, and spending patterns.
Maintaining the same customer context between sales and support is proven to boost efficiency and customer satisfaction. These specific types of integration between Salesforce and customer service apps are found to be highly impactful.
Businesses can’t afford to fumble through pages of records when customer support calls or take calls from a customer. With Salesforce CTI integration, relevant information is shown on the screen when you dial the customer’s number. It makes the call feel more personal, and the customer feels valued.
CTI Salesforce integration also ensures that all conversations are automatically logged and appended to the customer records with ease. It’s an efficient way to ensure all customer cases are attended to promptly and ensure the sales team’s effort doesn’t go wasted.
Today, most customers spend long hours on social media, and expect businesses to do the same. This is where integrating social customer service with Salesforce helps. It connects social media platforms to Salesforce, which then enable the support team to have a 360 perspective of the customers.
Social customer service Salesforce integration allows customer’s questions to be routed to the right agent. This is crucial if your business is dealing with a global audience that speaks different languages. Support quality is also greatly enhanced as the personnel is armed by the necessary details from the Salesforce database.
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Head of Partner Engagement