Top Integration Use Cases & Benefits between Customer Service Help Desk & CRM

Top Integration Use Cases & Benefits between Customer Service Help Desk & CRM

The integration between CRM and Customer Service Help Desk flawlessly manages the customer conversation flow, and it is cost-effective. With this integration, what customers require and what you provide are quite obvious, and you can leverage this integration to add more value. The most crucial part of integration is having all the customer data under a single database. For instance, as soon as you add a new contact into your CRM, it will automatically be added to your Customer Service Help Desk campaign. This allows sales managers to stay in touch with their customers, collaborate with support teams to manage requests, close tickets, and provide value to the customer experience.

CRM and Help Desk should collaborate in a variety of ways.  Both teams will interact and work with customers more than anybody else at your business. They get significant insights that can help each other since they have a deep relationship with your customer base.

Customer support can help in identifying crucial stages in the customer's lifecycle where an upsell or cross-sell can be done. But how do they know about the order or updated pricing details?

For many of customers, the customer support team is their initial point of contact with the company. Customers submit tickets and have lengthy conversations with customer support; these interactions can provide sales persons with a lot of background when on the phone with customers. Is there a way for sales rep to gain access to all customers' ticket conversations?

Shared inboxes are great for teams to collaborate and easily manage customer requests since every team member has a complete overview of customer requests. However, as your company grows, the number of shared inboxes will likely increase, leading to confusion and mismanagement. This article will cover some best practices that can help you improve your shared inbox workflow by providing insights on effective organization, assignment, and routing.

A shared inbox is a mailbox (e.g. Info@acme.com or sales@acme.com or hr@acme.com) that multiple people (e.g. John, James and Sally) can access using their own user ID and password instead of the mailbox’s user ID and password. This helps everybody get on the same page for communication while streamlining security (e.g. James can be removed from accessing the shared inbox).