Bringing Swarming to Salesforce
The concept of “Swarming” is currently a hot topic in the world of Customer Relationship Management. Swarming itself refers to a collaborative support model in which agents, engineers or other experts come together to work on cases or opportunities in real time. Rather than using the method of ticket escalation, this enables a faster and more efficient way of tackling these topics.
Now, getting all those people into one group chat or channel can be a challenge – one that Salesforce thankfully just solved. Introducing: Salesforce Channels.
Real-time collaboration, like swarming, enhances both customer support and sales. A very powerful tool for communication in both of those is the integration of Slack into the Salesforce user interface in an opportunity or case. Whether you need to share records, communicate, request updates or more – there is no further need to alt tab or go to another program and find the chat or channel that may be one of hundreds or more. The result is clear: Effortless communication, sharing of experiences and insights through collaboration with other departments on the case and the opportunity to enhance the experience for the customer.
Because Salesforce Channels are available both in Salesforce and in Slack, everyone can collaborate from where they work best.
What About Teams Users?
While Slack is great at what it does and the new integration with and into Salesforce solves a lot of challenges that users were faced with before, it is also not the platform that the majority of people use for communication. Many people use Teams and more specifically, Teams (Group) Chat – which also have been evolving to work similarly to Slack and provide a better user experience. Sadly, Teams is currently not something that plays well with Salesforce. Or does it?
If you’ve been following our blogs, you might already know the answer: Q!365 enables a very similar experience to the new Salesforce Channels, with the main difference being the platform that’s being used. Rather than having Slack in your standard UI or Salesforce in Slack, you have Teams. Whether you want to pull people into a discussion on a specific opportunity, request an update on a case, access files or more.
Q!365 covers all bases to help streamline a more efficient way of staying on top of game when it comes to CRM.
Two Great Options
Whether you prefer Slack or Teams, the new ways of including either or both of them like this can greatly help you maximize user and customer satisfaction, stay proactive and connected. We at QKom use both Slack and Teams and are excited to see how Salesforce will keep improving over time.
Salesforce Channels are related chats stored in Slack, while Q!365 Teams Chat are related chats stored in Teams. Both extend Salesforce’s reach by including experts. Q!365 can also include users, groups and guests.
Connect the worlds of Salesforce and Microsoft like never before with Q!365.
If you have any questions or would like a demonstration, please feel free to contact us at any time.
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Book a meeting to discuss your use case!
Seely Schmidt
Customer Success Manager
Don't hesitate to contact me and ask anything about the product or book a meeting with me directly.