Customer service and support platforms
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A key element in attracting and retaining loyal customers is improving customer satisfaction. By integrating your customer relationship management (CRM) software with customer service and support platforms, you can achieve just that!
Integrated support tools create a 360° customer view: Syncing platforms like Zendesk, Intercom, or Freshdesk with your CRM ensures every support interaction is automatically logged—giving sales, marketing, and support teams shared visibility into each customer’s history.
Automation boosts efficiency and responsiveness: Integrations allow you to automate tasks like logging tickets, sending follow-ups, and triggering workflows, which speeds up response times and reduces manual work.
Shared data enables better service and retention: When customer satisfaction metrics and support activity feed into your CRM, teams can personalize outreach, identify friction points, and improve the customer journey at every stage.
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For businesses looking to deliver seamless customer experiences to boost customer retention and loyalty, integration between your CRM and customer service software is key.
Keep reading to learn more about how CRM customer service and support integrations can help your business (and your customers) and how Nutshell can make platform integration easy.
Ready to start your journey with Nutshell? Get in touch with us by contacting us online today or start a 14-day free trial to explore Nutshell for yourself.
Customer service software helps businesses deliver quality customer service to leads and customers through features like ticket management, messaging, automation, and analytics. The best customer service platforms allow companies to prioritize and handle customer requests and complaints quickly and through the customer’s preferred channel.
Often, businesses rely on CRM customer support integrations because doing so provides additional contextual data about the customers they’re helping.
At Nutshell, we believe in consistently delivering quality customer service. A good CRM should integrate with the customer service and support platforms you already use. That’s why we’ve made sure our CRM integrates with popular customer service platforms like:
Integrating customer service software with your CRM breaks down data silos and accelerates support workflows. It ensures both support and sales teams share up-to-date customer information across systems, automates routine support tasks (like ticket logging and follow-ups), consolidates key metrics such as customer satisfaction scores, and enables truly personalized customer journeys at every touchpoint.
Read on to learn more about maximizing your CRM and customer service platform integration by taking advantage of these benefits.
A survey conducted by Zendesk shows that 6 in 10 agents say lack of unified data causes bad service experiences. One of the key benefits of integrating your CRM and customer service tools is having all your data in one place.
By unifying CRM with your support tools, agents gain a 360° view of each customer – from purchase history to prior tickets – right at their fingertips. This instant context lets support reps personalize their responses and resolve issues without making the customer repeat information, elevating the service experience.
Integrations also enable your CRM to automatically log all of your customer service interactions in your CRM. You can then see all your team’s interactions with a given customer in one place, including interactions through support, sales, and marketing.
Storing all your customer interaction data in your CRM also enables you to review and analyze this data to uncover trends, customer pain points, product improvement ideas, and other valuable insights.
Nutshell integrates with tons of software, both natively and through Zapier. See if you favorites are on the list.
Connecting your CRM with your support software lets you automate repetitive service tasks and workflows. For example, an integration can automatically route incoming tickets to the right rep, trigger status update emails to customers, or log support interactions in CRM. These automations speed up response times and ensure customers get timely, appropriate support without delay.
Customer service automation can significantly impact customer satisfaction and experience by saving time and effort. Here are a few ways you can automate your customer service efforts.
Chatbots and live chat tools are incredibly useful for automating and streamlining online customer service. They can answer basic customer questions without your customer service team having to lift a finger.
Rather than wait for an email response from your customer service team, chatbots can promptly help users and customers so your team can continue providing excellent service to high-value customers.
Integrating your CRM with chatbot software enables it to automatically log chats in your customer timelines, so you can easily keep track of all the contact’s interactions with your company, including those with a chatbot. Your team will also have easy access to all of your CRM data about a customer if they take over the chat.
When you integrate your CRM with online forms, your CRM can automatically log the information customers submit through your forms. So, if a customer submits a support request on your website, your team can access that information in your CRM along with all your other data about that customer.
At Nutshell, we offer a built-in forms tool as well as a simple method for connecting existing forms to Nutshell.
Customers appreciate knowing businesses are paying attention to them. With Nutshell, you can set up automated emails sent to customers based on specific triggers, such as submitting a support request, purchasing a product, or making an appointment.
These emails enable you to respond to customers right away, confirming that their requests were received, assuring them that their requests are important to your business, and sharing helpful information more quickly.
Email Marketing integrates with your CRM to create targeted segments, track email impact in real-time, and manage all communications in one tool. Get started for free!
Another benefit of integrating your CRM with customer service and support platforms is the ability to track customer satisfaction. Tracking customer satisfaction is key to understanding whether your business meets your audience’s needs with its products and services.
By tracking key metrics like customer satisfaction rates and resolution times, your team can identify areas for improvement and optimize customer service processes that drive better business results.
If you track customer satisfaction through your customer service platform or other tools, integrations with your CRM enable you to automatically send that data to your CRM, keeping all your information in one place.
The customer journey is the path a customer takes as they encounter a company’s touchpoints. With the help of customer data collected with your CRM and customer service platforms, you can personalize the customer journey to better appeal to specific audience segments.
Personalized customer journeys offer a few unique benefits to your business that are tough to pass up, including:
The key to excellent customer service and support is a combination of quality and speed.
A CRM-customer service platform integration offers convenience, allowing your team to focus on the crucial details of attending to your customers without being halted by tedious admin tasks, such as data entry and continuous platform switching.
The seamlessness and speed—that integration facilitates—are felt not only by the customer as their queries are responded to in a timely manner, but also by your customer support team.
With an integrated system, agents no longer waste time toggling between multiple applications to find information. All relevant customer details and interaction history surface in one place, allowing the rep to deliver a comprehensive, informed answer faster.
This not only improves first-contact resolution rates but also frees your team to work more efficiently and focus on the customer rather than administrative busywork.
Providing an excellent customer experience through responsive customer support is one of the foundations of a long-lasting business. And when you pair your powerful customer service software with an equally powerful CRM, you can maintain a single source of customer information and make the most of every interaction.
So, how do you begin to integrate your customer support tools with your CRM? There are a few popular options for connecting your software.
Using a third-party integration tool, such as Zapier, is an efficient way to connect most software. Zapier supports the integration between almost any two platforms.
It requires that you create a separate Zapier account and take on the fees associated with the account in addition to your other software subscriptions. This may become expensive in the long run.
Plenty of CRM tools integrate natively with your favorite customer service tools, which means that there is little extra work to be done on your part if you have access to both your help desk software and your CRM.
For instance, Nutshell CRM integrates natively with Intercom, Olark, and Zendesk, among a host of other software. These two-click integrations ensure that your data is synced between the two platforms as soon as you enable them—no third-party application required!
Not every CRM will offer integration support for every customer service platform. And even when they do, some CRMs prefer that you take on the work of setting up the integration yourself and paying the third-party fees.
With Nutshell’s AppConnect, however, our team of integration engineers lets you connect Nutshell with the software product of your choice. And our team sets up a Zapier connection, monitors and maintains it, and absorbs any fees involved.
Simply select your integration from our AppConnect marketplace, fill out a form, and we’ll do the rest.
If you’re looking to up your customer service game with your CRM, you’ve come to the right place. Whatever your preferred customer service platform is, Nutshell won’t make you give up a tool you know works for your business. Nutshell offers plenty of integration options for customer service and support platforms.
See how Nutshell can integrate with your favorite customer service platform today by contacting us online or giving Nutshell a try for free for 14 days.
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