Introduction to Salesforce Service Cloud integration
Empower your Salesforce service cloud with Nicereply. In this article you can find out everything important about Nicereply integration including:
How the integration works
The first thing you need to decide is what satisfaction metric you'd like to measure. Nicereply offers three metrics:
After you decide what metrics you want to measure you can distribute customer satisfaction surveys directly in your Salesforce signature (email template). Then connect your Salesforce account with Nicereply.
After you choose email template distribution you copy the Nicereply survey code and insert it into your Salesforce email template. Every customer will be able to rate your agents after each interaction because the survey will be placed in their signature.
Features of the integration
See the list of 6 major features of the integration between Service Cloud and Nicereply.
1. Case backlink
Identify feedback in context with the direct link to the rated case.
2. Match rated agent (user) to CSAT/CES/NPS ratings
Thanks to adding user ID into your staff profiles in Nicereply, we can automatically match received feedback with the rated agent.
3. User import
You can sync all your Service Cloud users with Nicereply with one click, all you need to do is upload your CSV. New users will get an automated email with login instructions.
4. Customize your CSAT/CES/NPS surveys according to your branding and needs
Ask your customers the right question at the right time with branded one-click surveys. Customize your surveys and add additional questions.
5. See real-time customer feedback
Know what your customers think of you as soon, as they fill in the survey. See all their feedback in your rating feed.
6. See who is the best
Recognize your best support teams and agents with leaderboards. Agents and teams are ranked by a complex index based not only on average rating scores but also on the number of collected ratings.
Email template set up manuals
After you decide which satisfaction metric you want to measure, follow the respective manual to start gathering actionable feedback directly in your email template:
CSAT: Click here for the Customer Satisfaction Score email template setup guide
CES: Click here for the Customer Effort Score email template setup guide
NPS: Click here for the Net Promoter Score email template setup guide