It’s more important than ever that businesses understand the changing needs and expectations of customers and employees in the new normal.
RightCom unveiled an integration with Salesforce that enables individuals to improve team collaboration and gather more contextual insights about customer needs in real time.
The integration allows users of RightCom Experience Management platform to avoid spending time manually syncing customer information from RightCom into their Salesforce Customer Relationship Management applications.
RightCom users will now be able to automatically :
- update a case in Salesforce with information provided by customer on any RightCare support ticket. It includes ticket created via RightBot on Twitter, WhatsApp and Facebook Messenger.
- sync the experience data from any customer who join a virtual or physical queue using our queue management software RightQ. The data synchronized includes waiting time, handling time, services provided, location, and more.
- add responses to any survey a customer has responded to using RightSurvey. It provides a 365° view of the Voice of the Customer (VoC).
The new integration allows our clients to focus on delivering the best experience rather than wasting time gathering information from different sources. Any data saved from RightCom to Salesforce will be saved under the customer’s name, enabling businesses to have a centralized view of the entire customer journey. The service also sends emails to stakeholders when a customer request to support team has high priority tag, a customer waiting time in queue exceeds the SLA or a customer leaves a negative feedback.
The Salesforce’s integration extends the capabilities of our suite of software including RightCare, RightSurvey and RightQ.
We are working to tightly integrate Rightcom XP with leading technology companies softwares to improve the way our customers work and make it more productive, contextual, and effortless.
About RightCom
RightCom provides organizations of all sizes with SaaS customer experience solutions that empower the employees with real-time experience data they need to deliver the best customer service. The company’s products include RightSurvey, RightCare, RightQ, RightFlow, RightData, RightTime, RightPlayer. Founded in April 2013, RightCom is a privately-held company headquartered in Mauritius with teams across the globe.
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