omnichannel approach to your CXM with
Konnect Insights + Salesforce
WHAT
you achieve?
01
Seamlessly Sync Status Messages across platforms
This ensures proper reflection of status messages such as ‘resolved’ or ‘closed’ for tickets between both the platforms
- Agents can work in complete sync as they can be updated on any status changes occurring on tickets based on the actions taken on them
02
Achieve field and object mapping between the platforms
- Capture all information in the format of Salesforce (ex. contact -> phone no., ticket -> case, ticket date -> case origin, and so on)
- Mapping is done for all possible fields and objects making it easier to see and consume data across platforms
03
Create automated rules to push tickets
-
- Define criteria to send tickets from Konnect Insights to Salesforce
- Use multiple parameters such as media, sentiment, keywords, countries, follower count and so on to setup automations for triggering the tickets to get pushed
04
Send social media support tickets seamlessly
- Seamlessly send tickets between Konnect Insights and Salesforce manually or using automations with proper mapping
- Tickets can be pushed to users/agents or groups to improve efficiency of response and resolution
Leading brands across industries are leveraging the seamless integration between Konnect Insights and Salesforce to
One of the biggest airlines never misses out on the social media conversations related to the brand and is able to enhance their social media customer care across all the platforms
Understanding their customers better with in-depth analytics has ensured one of the largest electronic retail chain to enhance their customer care experience
05
Respond to tickets from Konnect Insights within Salesforce
- Easily view and respond to social media tickets that are pushed to Salesforce through to the integration
- Use Konnect AI+ effectively to generate responses thus ensuring top-notch service while reducing time and efforts
06
Send contacts’ information to Salesforce
- Seamlessly send contacts data captured in Konnect Insights to Salesforce
- Get ‘One View of the Customer’ irrespective of the platform they are being serviced from.
07
View Conversation History within Service Cloud
- Get a good grasp of the customers engaging with the brand across all touchpoints with their conversation history with Salesforce
- Using this data to dive deeper into insights related to the customer, agents can provide better resolutions effectively
08
Get detailed user analytics
- Get a deeper understanding of the user profile with detailed analytics and insights related to the customers
- Use AI- driven sentiment analysis to understand the brands perception, possibility of crisis, and also improve areas for better customer service
Some great instances of how brands are unifying their customer experience with the help of Konnect Insights + Salesforce integration
This well known brand in the real estate industry seamlessly responds to social media support tickets from their CRM while also ensuring productivity
Getting one view of the customers across all online channels has enabled this global QSR brand to propel their customer experience management efforts, while optimizing resources
Konnect Insights + Salesforce
Some great instances of how brands are unifying their customer experience with the help of
Konnect Insights + Salesforce
Airlines
One of the biggest airlines never misses out on the social media conversations related to the brand and is able to enhance their social media customer care across all the platforms
Retail
Understanding their customers better with in-depth analytics has ensured one of the largest electronic retail chain to enhance their customer care experience
Real Estate
This well known brand in the real estate industry seamlessly responds to social media support tickets from their CRM while also ensuring productivity
Telecom
Getting one view of the customers across all online channels has enabled this global QSR brand to propel their customer experience management efforts, while optimizing resources
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