According to a survey conducted by Gartner[i], 62% of millennials and 75% of GenZ customers prefer self-service instead of seeking assistance from support reps. As a result, online communities that enable self-service are brimming in 2022.
Customers Love a Relevant Community That Makes Them Feel Heard
Millennials know what they want, and they’re vocal about their expectations from companies. In fact, more than 67%[ii] of customers agree to prefer self-service option to calling or emailing support reps. Thus, the demand for digital, streamlined, mobile-friendly assistance is increasing.
Building and nurturing communities is essential for customer-facing businesses. But, customer needs are ever-evolving and an engaging community becomes essential to meet the changing customer needs. Thus, a vibrant Vanilla community can be your best bet. It can serve between 40-60% of your customers, raise the Net Promoter Score (NPS) by 20 points, and increase the overall customer experience.
Improving customer experience results in tremendous financial benefits. According to studies[iii], more than 49% of organizations rely on their communities to cut down their customer support costs by 10% to 25% annually.
However, online community platforms can get overwhelming at the price of human assistance. “If you only work on the digital side and have understaffed, under trained, grudging customer support for the moments where your customer wants the human touch, the human insight, you will drive customers away as well,” writes Micah.
Your customers still need human assistance, especially if they are paying for support services or acing complex issues with elusive resolution.
One way to assist your consumers with expert help is to connect your community with CRM.
Connect Salesforce Service Cloud With Vanilla-Powered Community Using KaseSync to Improve Self-Service
If you are running your support on Salesforce Service Cloud or similar platforms, you can enable seamless support across your community. This is where KaseSync can be your best bet. This innovative utility integrates your Vanilla-community with Salesforce CRM to enable your community with a stellar CX.
The underlying idea is simple and the benefits immense.
Your customers will be able to see the option of “Escalate” in the community. They can use it to escalate their query to the support team when they can’t find answers to a query.
When a case is escalated, the entire discussion will be moved to your support reps, who can browse through the case history and come up with helpful solutions, instead of asking the customer to repeat their issue.
When no question goes unanswered, customer satisfaction surges. The highlight of KaseSync case connector is its bi-directional data flow and seamless data sync. The community members can escalate cases directly from the online community and the support team can respond from their end. This results in an efficient support process by eliminating the need for navigating different platforms. Your vibrant community powered by sublime support can reap all these benefits at less than one-fourth the cost of hiring a full-time programmer.
Check out KaseSync for your community-CRM integration needs.
With that said, let’s take a look at some key benefits of KaseSync.
- Enhanced case management transparency
- Improved customer satisfaction through customized case creation
- Increased customer engagement
- Fewer barriers between support and customers
- Higher case deflection with suggestive search
- Efficient partners support
Empower your regular community with streamlined self-service and manned support. Leverage KaseSync to enable your community members to connect with your support team with a single click. This cost-effective connector is customizable and delivers an impeccable customer experience. In short, the connector has got everything you need to deliver a seamless, exceptional CX to your customers.
Want to Deliver a Seamless Support Experience Through Your Online Community? Talk to Us!
KaseSync goes beyond Vanilla and Salesforce and is compatible with a number of other platforms. To know more about this innovative utility, drop us a line at [email protected], and we’ll take it from there.
[i] Gartner Says Millennials and Gen Z Customers Prefer Third-Party Customer Service Channels
[ii] Searching for Self-Service
[iii] 5 Examples of Brilliant Online Brand Communities