1. Office 365 Groups Helps Customer Care Agents and Company Experts to Collaborate Efficiently
“In today’s competitive environment, customer service is more important than anything else. Partnering up with Microsoft means we’re collaborating to get your team working more efficiently, feel better and give more attention to customers and their inquires – in all channels.” – Anne Kristine R. Grude, CEO, SocialBoards
SITUATION
Customer service agents working in SocialBoards handling customer care inquiries in , chat, web forms, on YouTube, and through social media channels like Facebook and Twitter needed a way to escalate tickets to other departments. The challenge was providing other departments with the same, complete info regarding inquiries, while at the same time providing customers the answers they needed as quickly as possible through SocialBoards.
OFFICE 365 ISV:
SocialBoards
WEB SITE:
LOCATION: Oslo, Norway
ORG SIZE: 10 employees
OFFICE 365 ISV PROFILE:
SocialBoards simplifies the customer dialog with social media for B2C companies that reduce response times and decrease the overall number of customer care inquiries. SocialBoards provides companies with insights, reporting, and custom dashboards that help to reduce support costs and increase customer loyalty. Put simply, SocialBoards helps make your customers happy customers.
SOLUTION
The SocialBoards Office 365 Connector App integrates SocialBoards and Office 365 Groups. For companies that use Microsoft Office 365, escalating tickets from SocialBoards to Office 365 Groups enables people in other departments to be updated instantly and with complete info on customer inquiries – no matter what support channel the customer used originally, , chat, web, or social media. Experts in the company can reply without delay and help solve escalated cases quickly. Office 365 Groups enables those working to solve customer cases to work collaboratively and efficiently.
BENEFITS
Office 365 and SocialBoards connect customer support with other departments in the company to solve escalated problems quickly.
Internal teams can collaborate more closely while at the same time handling customer feedback in an efficient matter with Office 365 and SocialBoards.