This blog recaps our recent webinar about Chat:Bridge, which seamlessly integrates Salesforce with Slack, empowering customer support and other teams to enhance collaboration, increase efficiencies, and streamline workflows.
zAgile, Inc. Overview
zAgile’s integration software products provide plug & play integration between Salesforce and leading applications and tools. Our mission is to help teams drive cross-functional collaboration by integrating tools, processes, and knowledge. zAgile’s hundreds of customers range from mid-size businesses to major enterprises including HP, HPE, IBM, Rubrik, TIBCO, Informatica, Morningstar, Walmart, and Snowflake.
The Support team’s goals
The following are commonly the Support team’s goals:
- Close the loop with customers on submitted tickets in a timely manner
- Meet SLA compliance
- Achieve customer satisfaction
Obstacles to the Support team’s goals
These are typically the obstacles preventing achievement of the goals:
- Difficulty to get quick answers
- Lack of alerting
- Lost knowledge: Conversations happen outside of the Case, eg with Slack.
Overview: What is Chat:Bridge?
Chat:Bridge is a plug-and-play application specifically designed to integrate Salesforce and Slack. It enables users to interact with Salesforce directly within Slack, simplifying access to critical information and functionalities.
Who Benefits from Chat:Bridge?
Primarily tailored for Customer Support, Chat:Bridge targets those seeking improved collaboration and streamlined communication across various departments. Thus, other teams including Product, Engineering, and Field teams also benefit from Chat:Bridge.
How Does Chat:Bridge Help?
The capabilities and benefits of Chat:Bridge include:
- Breaks Down Communication Silos: removes communication barriers between teams, fostering alignment and accelerating overall effectiveness.
- Time-saving Features: Users can seamlessly find information in Slack, receive real-time notifications, and reduce communication efforts significantly.
- Enhanced Slack Functionality: Create cases, objects, leads, tasks, and more directly within Slack, boosting productivity.
- Cost-effective Access: No need for additional Salesforce licenses to search, create or update Salesforce records from Slack, particularly beneficial for access.
Why Choose Chat:Bridge?
- Improved SLA Management: Receive timely alerts when a case reaches a threshold, enhancing service level agreement capabilities.
- Maintained Chat History: Ensure conversations associated with cases are retained for reference and continuity.
Demo Scenario: Enhancing Support Collaboration
Illustrating the practical application of Chat:Bridge, we showed how a support agent initiates a conversation from Slack directly into Salesforce, seeking assistance from the Engineering team on a case. Thus, the Engineering team has direct context of the case that’s being queried about, and the conversation becomes an artifact of the case. This seamless interaction between the two platforms streamlines collaboration, enabling swift resolution and improved customer service.
Post messages, files, and Salesforce data to Slack channels and users
Conclusion: Elevate Collaboration with Chat:Bridge
zAgile’s Chat:Bridge offers a seamless fusion of Salesforce and Slack, redefining collaboration across teams. By enabling direct interaction with Salesforce within Slack, Chat:Bridge breaks communication barriers and fosters alignment, streamlining workflows. The showcased capabilities, from enhanced functionality to improved SLA management, exemplify its transformative impact. The demo scenario vividly illustrates Chat:Bridge’s efficiency in real-time collaboration between support and engineering teams. Ultimately, Chat:Bridge stands as a powerful tool, empowering teams to work cohesively, leverage Salesforce and Slack effectively together, and deliver superior results.
Learn more
Check out the zAgile white paper describing how customer support teams use all zAgile products together to accelerate efficiency, remove data and process silos, and maximize organizational alignment. Let us know your questions or request to arrange a demo at sales@zAgile.com .
