Streamlining Service Agents' Efficiency and Processes via Salesforce Sales Cloud Integrations

Solutions

Integrated Zopim Live Chat with Salesforce Sales Cloud to expedite the lead conversion process and equip service agents with unified customer information.

• Synchronizing Data between Zopim & Salesforce – Implemented integration between Zopim Live Chat and Salesforce Sales Cloud, enabling smooth communication and synchronized data for enhanced efficiency.
• Criteria-based Task Assignment – Established specific criteria for assigning salespersons based on skill sets, ensuring optimal resource allocation and increased sales effectiveness.
• Automatic Lead Creation in Salesforce – Developed a streamlined workflow to automatically convert leads and create opportunities in Salesforce upon completing a Zopim chat.
• Facilitating Case Creation in Salesforce – Configured a robust email-to-case for automatic case creation and quick notifications to the support staff.
• Efficient Lead Assignment – Implemented territory-based lead assignment criteria for prompt lead conversion by assigning them to appropriate salespersons.
• Improved communication among stakeholders – Created email alert automation for key events, such as case assignment and closure, to strengthen communication among customers and internal stakeholders.