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73% of US consumers use social media to reach out for customer service or support, while 51% of consumers are likely to become repeat customers if a brand answers their query on social media. In fact, 37% expect a reply in under 30 minutes. Implementing Zendesk and Salesforce integration allows your team to respond to social comments and DMs quickly so that you can increase your retention rate and a multitude of other essential KPIs.
Salesforce and Zendesk are integral to almost every brand with customers who rely on their products. Whether you’re at an agency, software company, or e-commerce site, these CRMs are essential for a brand’s strategy, procedures, and people.
Integrating these with your social analytic software gives agents and other customer experience professionals the tools they need in one user-friendly and convenient platform — this reduces time spent switching between various software with one definitive place to action tickets and pulls in meaningful insights for your team.
Below, we explain what the Dash Hudson integration looks like, its benefits, and some tips to measure your customer experience.
What Is Integration in Salesforce?
Integration in Salesforce means connecting your account to your existing software to pull in more robust data and make the lives of social marketers and managers easier.
CX integration with your social software has benefits for your team that will trickle down to the end-user — your team can learn more about the journey customers take throughout their purchase cycle, and your team can remain agile and pivot quickly, which frees up more time to offer meaningful and mindful customer support.
The right integrations allow community managers and CX agents to respond quickly to customer issues, have more time for strategy and planning, and have more face-to-face interaction with clients and customers — while pulling in detailed and comprehensive data about your CRM and social activity.
How To Measure Customer Experience
Admittedly, it can be difficult to measure customer experience with quantitative data. However, it is possible — especially if you have a keen eye for data and know their pain points. As a CX professional, you likely know how to leverage these insights into actionable tactics for your overall strategy or campaign, but as a reminder:
- Churn rates: How many people cancel during a specific period? Use this data to plan who you’ll reach out to for qualitative product insights.
- Retention: How many users are you retaining over a given period? Use this rate to determine how much of your strategy should focus on retention.
- Conversion: How many users convert? Whether downloading a form, clicking a specific link, or making a purchase, use this data to set goals around conversions and understand the user’s journey.
- Average resolution time: How long does your team take to resolve customer issues? Use this data to set goals around resolution timing and as a benchmark for how long issues should take to resolve.
- Campaign effectiveness: How impactful are your campaigns? Learn about where users have issues along the journey, how this impacts your campaign, and what part of the customer journey you should prioritize for future campaigns.
- Cart abandonment rate: How often are people adding items to their cart but not checking out? This is valuable information for campaigns and your overall e-commerce strategy — this is helpful to create email automation reminding users about their cart contents or other tactics to encourage checkouts.
- Customer acquisition rate: How many customers do you acquire in a specific period? This is helpful in setting customer acquisition rate goals in future campaign strategies.
- Pages per visit: How many pages do your customers visit per session? This data is useful (especially when compared with dwell time) to determine how much content you should produce and for general insight into how users navigate your site.
Customer success teams can devote more time to improving these factors while reducing their feedback time by integrating CX into your social software.
What Is Customer Experience Automation?
Customer experience automation is when you automate certain functions (often with AI, but not always) to enhance client interactions and scale customer support.
Depending on the nature of your business, the automation you choose will depend on what makes sense for your business — you might automate a live customer support chat or with more traditional methods like FAQs, a resource and insights section, self-help centers, or e-mail automation.
How do these automations benefit the end-user experience?
- Streamlined processes.
- Generate customer feedback for quick wins and customer insights.
- Improved ticket response time.
These benefits extend to your customer experience team, too. Automation is a great way to give your team back time and enhance response time, so you can devote more energy to connecting directly with users who have more complex problems and strategizing long-term solutions for their pain points rather than getting lost in day-to-day issues that could be solved easily without human intervention.
How To Integrate With Salesforce
Integrating Salesforce with Dash Hudson is a simple process — with two options for whatever fits your workflow best. To start:
- Make sure you have admin access in both Dash Hudson and Salesforce.
- You can connect to Salesforce from the ‘Integrations’ page, or the ‘Community’ section in Dash Hudson.
Integrations Page
- Select ‘Salesforce’, then ‘Connect Salesforce’.
- Authenticate your Salesforce Production account.
- Integration complete!
Community Page
- Go to ‘Community’ page.
- Click the three dots from any message or comment, and select ‘Connect Salesforce’.
- Authenticate through your Salesforce Production Account.
- Integration complete!
How To Create a Salesforce Case
Once you’ve integrated your Salesforce account, you can create a Salesforce case — and luckily, it’s a simple process:
- Select the comment or direct message you’d like to escalate to Salesforce.
- Select the three dots and select ‘Send to Salesforce’.
- Complete the ‘Subject’ and ‘Description’ fields — Dash Hudson automatically includes the copy from the comment or DM you’re escalating. You can also select ‘Include entire thread’ for a complete picture of the issue.
- Click ‘Send’ — you’ve created a new case.
- You’ll see a Salesforce icon directly under what you’ve just escalated.
- To find a case, click the dropdown beside the search bar, select ‘Tickets’, and paste your case number.
- You’ll automatically be redirected to the case conversation.
Note: Statuses are pulled in directly from Salesforce, so you don’t have to go into their software.
How To Integrate Zendesk With Dash Hudson
Integrating Zendesk with Dash Hudson is easy. First, make sure you’re an admin in Dash Hudson and Zendesk. Once this is confirmed:
- You can connect to Salesforce from the ‘Integrations’ page, or the ‘Community’ section in Dash Hudson.
Integrations Page
- Select ‘Salesforce’, then ‘Connect Salesforce’.
- Authenticate your Salesforce Production account.
- Integration complete!
Community Page
- Go to ‘Community’ page.
- Click the three dots from any message or comment, and select ‘Connect Zendesk’.
- Authenticate through your Zendesk subdomain.
- Integration complete!
How To Create a Zendesk Ticket
To create a Zendesk ticket on Dash Hudson:
- Head to the comment or message you’d like to escalate to Zendesk.
- Click the three dots, then select ‘Send to Zendesk’.
- Complete the ‘Subject’ and ‘Description’ fields — Dash Hudson automatically includes the copy from the comment or DM you’re escalating. You can also select ‘Include entire thread’ for a complete picture of the issue.
- Click ‘Send’ to create a new ticket.
Is Zendesk Like Salesforce?
Zendesk and Salesforce are similar CRMs, but each platform has a few key differences.
While Salesforce has more features, Zendesk focuses on offering a more streamlined platform with a few specific functions: Ticketing software, messaging, and live chat, community forums, and live chat software, to name some.
Salesforce is known for being more dynamic and having better customer visibility. With this, they’re also known for offering more features:
- Complete user history.
- AI capabilities.
- Opportunity management.
- Lead management.
- Pipeline and forecast management.
- Account and contact management.
- Great capability with mobile devices.
Which CRM platform you use will depend on the needs of your team, the scope of your brand, which capabilities you prefer, and more.
Integrate With Dash Hudson
Beyond streamlining processes and escalating issues quickly and efficiently, Salesforce and Zendesk integration with Dash Hudson gives a complete picture of the user issue directly from the social thread. Every escalated issue includes the case description, user handle, post link, and conversation history — the benefit? You can leverage this information and include this contact in a lead or customer content in your CRM.
FAQs
Why should I connect my CRM to my social accounts?
You should connect your CRM to social accounts to streamline processes. 67% of the brand’s content interactions take place on Instagram — CX Agents can stay ahead of the curve by mitigating these issues directly from their social software.
Do CRM systems integrate with social media?
Not every CRM system can integrate with social media or your social accounts. However, Salesforce and Zendesk can integrate with social software like Dash Hudson. Not using one of these CRMs, but think it will benefit your brand? Let us know.
What does CRM integration mean for customers?
CRM integration means that customers have solutions to their problems sooner, and customer experience professionals can boost productivity by streamlining customer support processes.
