Phone system integration for Salesforce Service Cloud
Integrate Salesforce Service Cloud with CloudTalk, you will get a detailed overview of your clients. Thanks to integration you can start providing an outstanding customer service.
All customer-related data will be at your disposal anytime you need them without having to switch between multiple systems. Your agents will get access to all data in one place within seconds. This means they can use their time more efficiently and provide clients with better customer service. Callers will no longer have to wait on hold while the agent looks for necessary information on the status of their order or complaint in multiple databases.
Integrate Salesforce for a spotless customer support
Integrate CloudTalk with the number one helpdesk tool to ensure a top-notch customer experience. Don’t panic when a new call comes in and have all customer-related information in hand even before you answer the call.
CloudTalk Phone app
With an integrated desktop app CloudTalk Phone, you will never miss a call again. When a new call comes in, the phone app will automatically pop up on you Salesforce screen. You just have to decide whether you want to answer the call, and that’s it.
Click-to-call from Salesforce
You can use CloudTalk to make outbound calls. Just use the click-to-call option, click on a number saved in your Salesforce account and the app will automatically dial the number for you.
As soon as your CloudTalk Phone rings, a real-time CloudTalk card will pop up on your Salesforce screen, displaying:
- the caller’s name
- contact details (phone number, email, address…)
- history of interactions, including information on calls and recordings
- the caller’s cases and chats from Salesforce
- customer notes
- any other customer activities in Salesforce or CloudTalk
If necessary, you can simply click on the contact’s detail and switch to your CloudTalk interface.
Your agents will no longer waste their time looking for information in multiple databases. By using a single integrated system, you will improve your team’s productivity and speed.
Automatic data synchronization in both systems means that you always have access to up-to-date data.
Statistics displayed in CloudTalk Dashboard can be opened in your Salesforce system as well, allowing you to have a complete overview of your calls.
With a single click, you will get a quick access to statistics, including:
- Average waiting time
- Service level
- Average abandonment rate
All data on CloudTalk calls are available in Salesforce. After each customer call, Salesforce automatically creates a case and a call log, storing all call-related information.
Reports and Dashboards can be customized and linked to data that you already have in Salesforce.
Naturally, contacts are synchronized automatically. If you create or edit an existing contact in Salesforce, all changes and updates are transferred to CloudTalk, and vice versa. With automatic two-way synchronization, your team members will use their time more efficiently, as they will no longer have to enter customer details manually in multiple systems.
"If you know your clients, you can customize your approach to their specific needs and improve their customer experience."
Integration is simple and quick
There’s no need for programming to integrate CloudTalk and Salesforce. You can perform the activation and set-up based on your needs in a few clicks. If you want to know how, just read our article.