Improve Self-Service in Your Online Community With KaseSync

Did you know that 78%^[i] of consumers discontinue their relationships with brands due to poor customer service?

That’s quite an alarming percentage, isn’t it?

Delivering impeccable customer service is everything. The reason is that the customers’ expectations from a brand are constantly on the rise. Not just this, savvy customers want to help themselves in real-time by quickly finding answers to queries.

In case you are a Salesforce Service Cloud user and you have a community hosted on the Khoros or similar platforms, then you might find yourself shuffling between these platforms often to get a grasp of customer interactions. 

This back-and-forth can lead to delays in responding to your community users, something that can significantly impact customer experience, especially when instant support is expected.

So, how do you ensure that you’re delivering a smooth experience to them? That’s where the need for an integration tool that improves community self-service comes into play.

Introducing Community-Support Integration Tool: KaseSync

KaseSync is a powerful tool that connects online communities with support platforms. It empowers customers to access self-service options like knowledge base articles. This increases the case deflection rate as customers can find answers to their queries independently without leaving the community. 

When additional help is needed, customers can escalate issues to support representatives from the community. This streamlined process reduces resolution time by eliminating the need to switch platforms, ultimately enhancing the overall customer experience. Support agents can also respond directly from their existing support environment, ensuring efficient, uninterrupted communication.

Advantages of Implementing KaseSync to Connect Online Community & Support Platforms

1. Improved Customer Experience: KaseSync delivers a seamless, unified experience by eliminating the need to switch between the community and the support platform. Users can access help and escalate issues without leaving the community.
2. Deliver Prompt Support: With KaseSync in place, support reps can directly deliver prompt service from the platform, ensuring seamless access to assistance when needed.
3. Better Transparency: KaseSync enhances transparency by keeping customers informed every step of the way. Case status updates are seamlessly shared, and support agent responses are reflected in the community.
4.  Reduced Support Costs: Implementing KaseSync helps lower both support and licensing costs by streamlining communication, eliminating duplicate efforts, and optimizing workflows. This ultimately boosts support efficiency and productivity.

What are the Features of KaseSync?

1. Effortless Case Creation: Users can create cases with details, attachments, and priority levels from within the community.
2. Bi-Directional Data Sync: Ensures real-time sync of information between the community & support platforms. This bi-directional data sync reduces manual work, all while improving the CX.
3. Intelligent Case Deflection: KaseSync boosts case deflection by guiding users toward self-service resources. This empowers them to resolve issues in real-time while significantly reducing the volume of escalated cases and easing the load on support teams.
4. Smart Administrative Control: KaseSync offers a centralized admin dashboard that simplifies platform management. From customizing settings, role-based access to managing integrations and activity monitoring, admins have everything they need in one place.
   
5. Unlimited File Uploads & External Storage Integration: Seamless integration with external storage platforms enables the exchange of files larger than 25 MB. This ensures smoother collaboration and improves support efficiency, especially for complex cases requiring large attachments.
6. Seamless Partner Support: KaseSync enables partners to create, track, and collaborate on cases on behalf of their customers. This improves visibility, enhances responsiveness, and fosters greater transparency for more effective case management.

Wrapping Up

KaseSync is the perfect solution for integrating online communities with support platforms, creating a seamless experience for both customers and support teams. By connecting your community directly with a support platform, KaseSync enables users to access self-service resources and escalate issues without needing to leave the community platform. This eliminates unnecessary switching between platforms, reduces case resolution time, and improves user experience, all while maintaining a smooth, unified support process.

Reference

[I] HelpScout