Integrate your social and web data with your CRM to achieve a truly
omnichannel approach to your CXM with

Konnect Insights + Salesforce

WHAT
you achieve?

Create “Automation Rules” to push tickets

Respond to Konnect Insights’ tickets within Salesforce

Send tickets from Konnect Insights to Salesforce manually

Field/object Mapping

Seamlessly Sync Status Messages across platforms

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

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

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

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

An all-in-one platform to unify your customer care and marketing insights
Achieve one view of the customer across all customer touchpoints
100% Coverage of public and authenticated private channels
Huge ROI with Konnect AI+ and Dashboards / BI Tools
A delight for your customers. A delight for your agents
Achieve omni-channel customer experience
Real-time and accurate reports with customized dashboards
High levels of Automation and Konnect AI+
Dump Siloed approach. Unify your customer experience
Multilingual and covers all written languages
Integrations with CRMs, Contact Center and many more
App Marketplace to connect with your favorite apps
Covers all social, public web, messaging, reviews and location data