Salesforce Cases-Slack Integration with Thena: Never Reroute Customer Requests Again

Here’s What You Can Expect From Thena’s Integration with Salesforce Cases

Effortless Ticket Creation

When it comes to conversational ticketing, both your customers and agents want a seamless experience. Thus, whenever your customer asks a question, a Salesforce Case ticket is created within Slack at the click of a button.

If you forget to create a ticket, Thena’s Smart Inbox feature ensures that the message is highlighted as a suggested request – so you never accidentally miss an important customer message.

Control Over the Entire Ticket Lifecycle

Your support agents can manage the entire ticket from within Salesforce Cases. To your customer, the response from your support agent shows up like a normal Slack conversation.

From the ticket lifecycle (for instance, Open > Pending > Close) to escalations and sharing rich text, attachments, gifs, bullet points, and hyperlinks, you do not have to worry about the communication flow between Slack and Salesforce Cases. 

Visualization of Cases Thanks to the Kanban Board Feature

Another useful feature is a Kanban board which allows you to view all Salesforce Cases tickets at either the customer or the organizational levels – all within Slack. In addition, the customer also gets tagged in Cases.

CSAT Support Ratings

Furthermore, the CSAT support ratings in Slack for every thread are integrated with Salesforce Cases. This means that your 5 point/2 point survey results will also reflect in Cases. 

After all, when you meet your customers in the tool of their choice (Slack), they are more likely to give feedback which can help you continue to provide expectations-surpassing customer service.

Simple Request Tracking and Escalation

As a customer-facing representative, you can stay in Slack and monitor the progress of a customer request (or across multiple customer requests and past interactions). If you feel the need to escalate internally, Thena also caters to that.

But There Is More

Now that we have covered the fundamentals let's dive into the intricacies that make Thena's Salesforce Cases integration a strong contender.

Resolve Issues Faster With Request Escalation

According to HubSpot, 90% of customers rate an “immediate” response as an important or very important factor when they have a customer support question. For this reason, responding to your customers quickly and reducing the resolution time should be your priority.

Thanks to Thena’s Integration with Salesforce Cases, both your own team and your customer can easily escalate requests in Slack which will also be visible in Salesforce Cases. This means that whenever your customer has a pressing issue, you can handle tickets at speed without needing to switch tools.

Furthermore, the suggested requests can be sent to Salesforce Cases instantly, while Thena will highlight the action items and, with one click, send them to Salesforce Cases and tag them to the relevant Customer.

Configure How the Integration Works

Thena’s integration is also configurable. From white-labeling (display names, icons, and initial responses) to configuring whether you want to inform the user that a support agent will attend to them shortly, Thena has got you covered.

Keep Your CSM Informed

Finally, when the support ticket is created by someone else, you want to ensure that key stakeholders, such as your CSM, are also part of the conversation.

The good news is that Thena automatically tags the CSM in Slack to ensure that they are always in the loop, readily available to detect blind spots and prevent customer churn.

Conclusions

Breathe new life into how you manage your customers while empowering your support teams to be more productive with Thena’s Salesforce Cases integration.

Reach out to our team and let us show how the integration works in practice.