ViiBE is now integrated into Salesforce's CRM
With ViiBE & Salesforce, companies can optimise and increase their First Contact Resolution (FCR) rates, increase their Net Promoter Score (NPS), and reduce their tech dispatch. Clients reported upwards of a 28% increase in FCR after using ViiBE with Salesforce.
Salesforce integration video coming soon
What is Salesforce?
Salesforce is a cloud-based customer relationship management solution dedicated to giving all areas of a business – including marketing, sales, customer service, and e-commerce – a cohesive view of their customers on one, integrated platform. Salesforce Customer 360 provides the tools that companies need to deliver personalized experiences to their customers.
Why do companies choose Salesforce?
Salesforce offers a full range of services that optimize customer life-cycle management. These services are divided into three categories: Sales Cloud, Marketing Cloud, and Service Cloud. Salesforces’ services include tools that help companies pursue leads, manage accounts, follow opportunities, resolve tickets, and more. Even with their easy-to-use CRM, providing comprehensive customer support with voice communications can be limiting when dealing with technical incidents. Without adequate visibility of the problem, customers may struggle to make their issues understood.
How is ViiBE complementary to Salesforce?
ViiBE provides a dedicated subdomain to its clients which allows them to use the video communication interface and access their own personal back-office. ViiBE’s integration creates a seamless support experience with video assistance. With ViiBE, companies can optimise and increase their First Contact Resolution (FCR) rates, increase their Net Promoter Score (NPS), and reduce their tech dispatch.
Using ViiBE in Salesforce
To use ViiBE in the Salesforce platform, an agent simply has to open a support ticket. There a ViiBE call button will be embedded directly into the platform so that the agent can start making calls quickly and easily.
After clicking on the button, a link is sent to the customer in need of assistance to start the call. In one click and without download, the customer will have access to a ViiBE video communication with the agent. They can then use various collaboration and communication tools available to diagnose and solve the problem.
User journey in Salesforce
After the call, both the agent and customer are asked to rate the quality of the call. This exit ticket helps track some of the most important KPIs for measuring the success of a call center. Any pictures, documents, or messages exchanged during the call will be available at the agent’s disposal in Salesforce along with the feedback that was left. This organisation of data helps with call center knowledge management.
Do you use Salesforce? Would you like to learn more about our integrations and how a video assistance solution such as ViiBE can help solve some of the challenges you are faced with? Get in touch!