AUSTIN, Texas--(BUSINESS WIRE)--Spredfast today announced it has launched the Spredfast Social Customer Care integration on the Salesforce AppExchange, empowering businesses to connect with their customers, partners and employees in new ways. This new integration lets Spredfast customers respond to consumers faster, connect social cases to broader cross-channel support, and add context for agents connecting the social persona to known customers.
The Spredfast Social Customer Care integration is currently available on the Salesforce AppExchange.
Spredfast Social Customer Care Integration
Social media has become a key channel for customer care, and customer care teams need a way to connect the dots between the care actions taken on social channels and all of the other customer care touch points like web, chat, email and phone. The Spredfast Social Customer Care integration with Salesforce Service Cloud allows social care agents to match records to social interactions within Spredfast, bringing greater context and more visibility to their customer interactions and allowing them to solve customer care issues more efficiently and thoroughly.
When a care agent views an item in Spredfast, it will automatically search Salesforce to see if there are any matching records. The agent can choose to link the author’s social account to a specific contact or create a new record, adding the social account and other author information. Additionally, customer care agents will be able to connect social interactions to customer cases, bringing social context to customer care records. Care agents can either add a social post to an existing customer case or create a new case based on one or many social posts.
“The integration between Spredfast and Salesforce grants users a whole new understanding of the full customer profile by merging a customer’s social persona with their non-social history,” says Rod Favaron, Spredfast CEO. “Now, response workflows are more efficient and will make responding on social faster, giving agents a more complete picture of the customer.”
“Everyone and everything is getting smarter and more connected than ever before, and companies are looking to transform the way they connect with customers, partners and employees,” said Kori O’Brien, SVP, ISV Sales, Salesforce. “By leveraging the power of the Salesforce Platform, Spredfast provides an exciting new way to bring a 360-degree view of the customer to social interactions, enabling more context for care agents when they work cases and saving agents time to share social context across the organization.”
About Salesforce AppExchange
Salesforce AppExchange is the world’s leading enterprise apps marketplace that empowers companies to sell, service, market and engage in entirely new ways. With 3,000 partner apps and more than 4 million customer installs, it is the most comprehensive source of cloud, mobile, social, IoT, analytics and artificial intelligence technologies for businesses.
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Spredfast is transforming the way companies connect with consumers. Spredfast's smart social software enables companies to build lasting relationships with today's digitally connected consumer. Brand and media companies use the Spredfast Social Software Platform to manage, integrate, and amplify social content across any digital touch point in real time. With global reach, Spredfast customers manage over one billion social connections across 84 countries. More than 650 customers, including all five major broadcast networks and fifty percent of Interbrand's 2016 World's Best Brands, have partnered with Spredfast to create first-class social experiences.