7/13/2020

SightCall Workflow Integration For Customer Support

Ben Pinkerton's profile picture
Ben Pinkerton VP of Product Marketing

We live in a complicated world full of exciting and rapidly evolving technology. As a result, we often rely on the assistance of experts to help address our problems. This can be for something as simple as resetting a microwave timer after a power outage or as complex as diagnosing industrial manufacturing equipment. The experts that help us are doing more than waiting by the phone. They are often working inside CRM and trouble ticketing systems like Salesforce and Zendesk to manage incoming requests for assistance.

Sometimes experts receive requests for assistance that require a deeper level of investigation than email, chat, or telephone can provide. Five years ago, the expert would have sent a technician onsite to troubleshoot the problem, but today many issues can be resolved through video. Live video assistance enables an expert to have an actual view of a customer’s problem and the context of the issue. This empowers them to quickly resolve tickets that may have previously needed onsite support.

Having disparate systems for visual assistances and a CRM or trouble ticketing system can lead to challenges. Primarily the experts using these tools every day will experience frustration from having to jump back and forth between these systems and copying and pasting data to synchronize the information between the two systems. The last thing we want is for the expert delivering support to need to contact support themselves to help figuring out multiple tools.

To make your experts more effective and efficient you need to look for visual support tools that have an integrated workflow with your CRM or trouble ticketing system. It’s important to ensure ease of use for your experts but also consistency in reporting and data.

The SightCall platform was designed with integration in mind. With the core platform wrapped in a rich set of APIs it becomes very easy to integrate SightCall into virtually other system. In fact, we have a collection of apps which are turn-key integrations. Organizations that use Salesforce can leverage the SightCall for Salesforce app to enable an integrated workflow for Service Cloud, Field Service Lightning, and Health Cloud. We also have an app that enables chat escalation to a visual assistance call from the Salesforce Einstein chat bot. We also have apps that enable integration with ServiceNow and Zendesk.

What if you use a different system for managing customers, trouble tickets, or work orders? You can still use SightCall and have workflow integration. We have created an architecture that enables SightCall to be easily integrated with virtually any backend system. We leverage a microservice architecture that is customized for each backend system we integrate with.

The best part of the custom microservice we offer is that no developers are required. At least you don’t need developers. The custom microservice offering includes the customization work needed to integrate SightCall into your backend system. So, you don’t need to load your precious developers time building the integration. We can take care of it for you. Best of all, we also host the custom microservice integration in SightCall datacenters, so your IT staff don’t have to manage another system.

The custom microservice integration approach enables the deep integration needed to make SightCall a part of your support experts’ daily workflow. It also enables deeper insights in your business intelligence system, integration into your contact center ACD, and much more.

If you would like to learn more about the custom microservice and how it can work within your organization, please contact one of our experts to learn more.

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