Webinar Topic
SLA Compliance with Chat:Bridge for Slack and Salesforce
Key Takeaways
- Easy access to account and case information in Salesforce from Slack
- Effortless way to keep internal Slack conversations in Salesforce, the system of record for an account or case as well as a source for an internal knowledge system
- Automatic alert notifications in Slack posted from Salesforce, based upon SLAs
Learn more about our Salesforce and Slack connector by visiting our Chat:Bridge product page.
Chat:Bridge has a 5-Star rating on Salesforce AppExchange.
Webinar Summary
Chat:Bridge aligns Support and Engineering teams with tight, bi-directional integration of Slack and Salesforce. One customer guaranteed service consistency and reduced churn by increasing SLA compliance from 86% to 98% within 3 weeks
The name of the game in the software subscription business is customer retention. And that means minimizing churn. Customer Support has therefore morphed — from nearly an afterthought service — into a key focus for Customer Success.
Aside from rich features and product quality that drive significant value, a key element to customer retention is great customer support with strict adherence to service level agreements (SLAs). Customers demand increasingly strict adherence to SLAs in terms of response times for issues, escalations, and resolutions.
Commonly, a major challenge is that customer support and engineering teams suffer from information overload and competing priorities from all sides with emails, wikis, meetings, GitHub, and so on.
When customers require urgent answers, the default, low-latency option for support teams is Slack. Slack alone, is still not the answer, however.
Support teams need a number of things to increase their efficiency and to meet customer SLAs.
- Easy access to account and case information in Salesforce, from Slack
- Effortless way to keep internal Slack conversations in Salesforce, the system of record for an account or case as well as a source for an internal knowledge system
- Automatic alert notifications in Slack posted from Salesforce, based upon SLAs. This is the key to ensure compliance of SLA commitments made to customers via automation and notification.
zAgile customers including Snowflake, Rubrik, TIBCO, and MobileIron enjoy zAgileConnect’s tight bi-dredctional integration of Salesforce Service Cloud and Atlassian Jira in order to align support and engineering teams. Chat:Bridge complements that ability with tight integration of Slack and Salesforce.
Learn how zAgile’s Chat:Bridge helps customer support teams achieve all of this, so much so that one customer reported SLA compliance from 86% to 98% within only 3 weeks.
