Communicating with customers on the front lines is a challenging and nuanced endeavor, especially for social media managers. While customers reach out via social and expect timely and relevant responses, there is often critical context and collaboration happening behind the scenes that is necessary to create seamless and effective interactions.
In fact, according to data in the Sprout Social Index™ social marketers said their greatest challenge was identifying and reaching their target audience. While sales, customer success and support teams work to understand who is interacting with customers and how to best reach them, the social team has an opportunity to become stewards of internal collaboration and deliver insights that can improve the overall customer experience.
Sprout’s new integration with Microsoft Dynamics 365 rounds out a suite of existing CRM and help desk integrations with HubSpot and Zendesk to help you deliver a unified experience across every interaction. These tools, in tandem with Sprout, provide a complete picture of the people and community behind the messages and improve how you communicate with them.
Smooth collaboration for better customer service
Stronger internal collaboration using these integrations helps you provide fast, reliable and efficient customer service. Social and support teams can work with sales and success teams to create, track, manage and resolve issues efficiently without having to leave their respective tools. The ability to quickly share contacts and leads coupled with contextual information empowers sales and customer success teams to act fast with qualified contact information.
Specifically, the CRM and help desk integrations enable you to:
- Pass information from incoming social messages in Sprout Social, such as username, notes, internal comments and company name, to Microsoft Dynamics 365.
- Assign messages as Cases, Contacts or Leads to instantly share relevant information to support or sales teams.
- Forward incoming social messages to customer support teams through Zendesk or Hubspot Service Hub to generate automatic service tickets.
- Communicate bidirectionally between Hubspot or Zendesk and Sprout Social with internal comments on both platforms.
Historically, social could operate in a silo and the rich engagement brands have with their customers is underutilized or not always visible across departments. Partnering with leading CRM and help desk providers connects the proverbial social dots to more people within the business. Our vision was to build these integrations in a seamless and accessible way so that every customer could connect quickly and immediately realize value.
Vice President, Global Partnerships, Sprout Social
Create a path to customer-centric outcomes
Pairing Sprout Social with Microsoft Dynamics 365, HubSpot and Zendesk keeps your internal communication effective and in turn helps your customer with a better experience. Deliver an integrated experience with all of your incoming social messages. Connect your CRM and help desk integrations today by visiting Sprout’s Inbox Integrations page, or if you’re new to Sprout, get started for free with a 30-day trial.
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