This two-way integration is a first from Telligent, supplementing crowd-sourced community support with automatic and manual escalation to cases within Salesforce, improving customer satisfaction with more proactive customer service. Highlights:
- Centralized Customer Record. Gather even more information about each community participant in a centralized community profile. Use any data from Salesforce, like title, company, organization size and more, as hidden or public profile fields for each individual. Or bring profile elements from the community into Salesforce to broaden the view you have into your customers, prospects, and partners.
- Proactive Customer Service. Provide proactive customer service to your most valuable community participants based on flexible business rules including the time a question remains unanswered before being automatically escalated, for a specific group, for specific people and/or when the asker has a specific setting in their contact or associated account record. Support agents remain within Salesforce with access to insights from the community and both private and public options with the customer asking questions.
- Intuitive Support Flow. Customers get excellent customer service with cases based on SLA if their question within the community does not get a response in a timely manner. They remain within the community (which keeps them engaged there) while exchanging issue details with a support agent either publicly within the forum or privately through the Salesforce case and are able to monitor open and closed cases directly within the community.
We have provided detailed documentation for Telligent Connect for Salesforce to ensure you can install, administer and use the integration to provide agent-escalated community support.