Today customer experience (CX) cannot work in a siloed system, therefore to stay ahead of the competition, companies must implement AI-driven platforms, to enhance their CX strategy. However, there’s a very powerful and effective way to implement this — namely integrating Konnect with Salesforce. These combined bring real-time data to businesses, automation to respond, and great customer support.
Let’s dive into the AI capabilities and how the seamless integration between Konnect Insights and Salesforce transforms customer experience management.
What exactly are AI Insights in Customer Experience Management?
With the advent of artificial intelligence (AI) technologies, customer experience management (CXM) is being revolutionized as companies leverage tracking customer data, envisioning customer behavior, and using insights to work throughout the customer journey. It includes monitoring customer behavior; conducting sentiment analysis; and mapping interactions across platforms. Further, Konnect Insights takes this a step further by combining social listening, and response automation with a powerful NLP engine in Salesforce to truly enhance the sales, service, and marketing process. This integration gives agents the end-to-end view of the customer journey from listening to the communications, engaging with the customer, and taking real-time action to improve the experience for the customer and build long-term relationships.
Key Features of the Konnect Insights + Salesforce AI Integration
- AI-Automated Workflow Management:
This integration automatically pushes the social cases to specialized agents based on keywords, customer profiling data, sentiment, severity, and classification. This AI-powered workflow aims to assign each case to its most appropriate team for brands to reduce their case turnaround time (TAT) and allocate case by case and touchpoint.
- AI-Driven Sentiment Analysis:
In AI-driven systems, sentiment analysis is used to assess customer data, allowing for automatic responses based on behavior and sentiment. This helps agents respond faster and more accurately. Whether it is via auto-routing or through manual routing leveraging automated workflows, cases go directly to the right teams for the most efficient case management. This integrated case view allows teams to track the entire customer interaction history, and classify conversations as positive, negative or neutral, giving a full picture to make better decisions.
- Unified Platform for Social Case Management:
As Salesforce’s Social Studio sunsets, the Konnect Insights AI+ platform bridges the gap between social data cases, building top and bottom line value with historical case data. It keeps the business up-to-date as far as social listening capabilities are concerned and also helps the business manage its social media presence effectively within Salesforce. - Conversation History Mapping Using AI:
Conversation History Mapping is the key to improving CX via giving customer service agents quick access to all important details in Salesforce. This integration enables agents to have an overview of their customer’s complete history of interaction and quickly deliver timely relevant support while maintaining seamless data synchronization.
By mapping essential data like case number, type, origin, sentiment, and severity, the system ensures that every piece of information is organized within Salesforce. This structured approach empowers teams with a comprehensive view, allowing for more efficiency.
How Does the Integration Between Konnect Insights and Salesforce Work?
By way of integration between Konnect Insights and Salesforce, the data can be shared between these two platforms more efficiently and collaboratively, helping to create a single platform for social media monitoring, customer sentiment analysis, and automated case management. Here’s how the integration process works:
Driven Data Mapping: The second step is data mapping where alignment of the similar data elements from Konnect Insights and Salesforce is done. This ensures the accuracy of any shared info in the context it is shared in, so no data mismatches, or causes any confusion.
Authentication and Authorization: Data security is very important. Hence, during the integration phase of the data, a strict set of authentication and authorization protocols are adhered to so that only authorized staff can access the data.
Powered Data Synchronization: Once the connection, data mapping, and authentication are established the system will sync data between Konnect Insights and Salesforce in real-time. This enables users to get the latest information, in order to make quick and well-informed decisions.
Real-Time Updates: Users are provided with current insights, case updates, and customer information to help manage the cases efficiently. This real-time synchronization keeps teams up to date with the latest data.
Future-Proofing Your CX Strategy
The integration between Konnect Insights and Salesforce provides the tools necessary to deliver exceptional service. Real-time insights combined with automated workflows and direct data integration will give your customer service team a better ability to control cases, respond to customer inquiries, and deliver personalized support.
Moreover, the AI-driven capabilities of Konnect Insights enable brands to refine their CX strategies continuously, ensuring that customer satisfaction remains at the forefront of your business objectives.
Conclusion
The Konnect Insights + Salesforce integration is much more than a technological solution; it is a tactical advantage for businesses that want to improve their experience with their customers. By powering real-time data synchronization that combines powerful AI tools, brands can stay connected with their customers, respond rapidly to feedback, and maintain a unified view of the customer interaction picture across all social media channels.
Ready to take your CX strategy to the next level? Explore how Konnect Insights can integrate with Salesforce to transform your customer support today!
