Integrate customer support with social media tools

[shaownhasan]

Customer care integrations are all about passing customer malta business email list tickets and information between teams. These integrations are a great fit if you find that customer questions on social media often need to be passed to a different team to answer. They also give teams visibility into customers’ previous contact history with your organization for faster, more personalized care.

Sprout’s integration with Salesforce Service Cloud is a game-changer in customer care. Salesforce’s global partnership with Sprout gives you a comprehensive view of your customers. This enables you to deliver world-class social customer care plus turn your social data into crucial business insights.

Sprout's Salesforce integration dashboard that gives you a comprehensive view of your customers including message history and case details.
Your care teams can talk to customers in real-time to fix issues with all the right information. They have access to ‌CRM data along with social data like conversation history and customers’ contact information for a seamless workflow—all through one unified dashboard.

In addition, Salesforce’s AI assistant, Agentforce, enables customer care teams to gain insights into customers’ history with your brand through AI-populated summaries of sentiment and cross-channel case overviews. This helps care agents and managers improve customer experience with deeper customer insights–delivered in real-time–translating into faster case resolution time.

Similarly, Sprout’s Zendesk integration with Facebook helps customer support teams track and respond to support requests to ensure a quick and smooth customer service experience. Once connected, Sprout automatically looks up users who’ve messaged you from your Zendesk instance and matches them with an existing profile. If a profile doesn’t exist, you can create one.