Now companies can integrate Salesforce.com’s Service Cloud with the industry leading SaaS social business software that manages the complex requirements of customer communities to deliver exceptional customer service while driving down support costs.
Enterprise Hive, an innovative provider of enterprise social business software for online communities with a built-in gamification platform, today announced the availability of HiveSocial for Customer Service integration with Salesforce.com’s Service Cloud. This integration enables Salesforce.com clients to serve customers better by providing access to the most meaningful and relevant information available to answer customer questions and solve support issues. Salesforce.com Service Cloud customers can expand customer service options, provide better peer to peer support and improve customer satisfaction with HiveSocial for Customer Service.
“The highest performing organizations provide excellent customer service. Customer expectations continue to increase with requirements for mobile and access to extensive online help”, said Vicki Tambellini, President and CEO, Enterprise Hive. “By adding HiveSocial for Customer Service to Salesforce.com’s Service Cloud, organizations can deepen customer relationships and provide an exceptional social support experience to their customers.”
With HiveSocial for Customer Service, customer support agents have access to highly organized and easy to find information. By simplifying the search for information and organizing content , HiveSocial for Customer Service can significantly decrease case response time which will increase customer satisfaction. The Salesforce.com integration to HiveSocial for Customer Service enables HiveSocial community conversations such as requests for help, reports of issues, answers to questions and product recommendations to be escalated into Salesforce Service Cloud. Support agents can track, resolve and respond while logged into Salesforce. Responses are visible in HiveSocial and customers are able find the information they need all in one place. This integration delivers an exceptional social customer service experience that efficiently utilizes support agent resources and decreases support costs.
Check out the release here