Few departments can make or break a business quite like customer service. When it’s going well and doing what it needs to do, everything runs smoothly and without incident, often out of sight and out of mind. But, when it breaks down, everyone notices—big time (see: Airlines, United).
On the flip side, good customer service can serve a company well for years, ensuring repeat business and a constant stream of happy customers. Companies like Costco and Amazon have amassed fortunes in no small part because they placed a strong emphasis on customer service right from the get-go, baking it into their brand.
So what differentiates the companies with truly excellent customer service with the ones that fail to meet the needs of their audience time and again? Culture and staff make a difference, but often the biggest differentiators comes down to data and technology.
For example, when a customer is calling the business about an issue he or she is experiencing, that assigned customer service representative should be able to instantaneously pull up all relevant order history data. With this instant context, that customer’s needs can be more quickly addressed.
Plus, when all internal departments in a company are closely aligned and working in sync with one another, the issues that typically warrant a customer service interaction are less likely to come up in the first place.
Data and software integration is the gasoline for the engine that is a well-oiled customer service department. Getting this kind of tight integration in place is no easy feat, however. For too many businesses, most integration efforts are piecemeal, incomplete, and time and resource intensive.
Luckily, these kinds of integrations can now be a thing of the past. Self-service data integration is no longer a fantasy; it’s an active reality today.
Citizen Integrator Recipes for Customer Service
To see the benefits of self-service data integration for customer service teams firsthand, consider the positive outcomes that can come about when these solutions are more closely connected:
- For businesses that use Zendesk as their primary customer service support solution, linking the tool with Salesforce allows reps to more easily access historical data on potential or existing clients. That way, information a customer once conveyed to a sales rep is always accessible in customer service scenarios, and this context makes it far easier to serve someone’s immediate needs.
- By linking together ServiceNow with Salesforce, especially Salesforce Accounts and Salesforce Contacts, customer service teams can be sure they have all of the historical data and context they need should an IT-related issue ever arise.
All of these great benefits for customer service, though, only happen when all relevant software solutions are tightly aligned and data can move from one system to another one with ease. A self-service data integration platform like Jitterbit Citizen Integrator enables the kind of connections customer service needs to succeed, and all without IT needing to work for weeks on end. An investment in self-service integration for customer service is one that will pay dividends for years afterward.