Linking Context to Social Care with Spredfast + Salesforce

The benefits of social care are far reaching, driving loyalty, enhancing brand perception, and increasing positive impressions. With 68% of people turning to social media for customer service needs, social care is more important to your brand's success than ever before. That is why we are happy to announce that Salesforce customers can now take advantage of the power and context of their Salesforce CRM within Spredfast, the world’s smartest social media platform for enterprises. Additionally, in another exciting move for our customers, Spredfast is now an official member of the Salesforce Partner Program and now available on the AppExchange, further solidifying the extensive value customers can gain from tying the two platforms together.

Together Spredfast and Salesforce improve efficiency, increase visibility, and streamline workflows for your social care activities.

Salesforce customers are going to love this integration. For customer care agents, time is the most valuable asset, and efficiency can make the difference between delighting or disappointing a customer. With this integration, care agents no longer need to switch back and forth between Salesforce and Spredfast – rather, agents can view and record customer information from Salesforce directly in the Spredfast workflow.

For customer social care agents, time is the most valuable asset.

 

“Everyone and everything is getting smarter and more connected than ever before, and companies are looking to transform the way they connect with customers, partners and employees,” says Kori O’Brien, SVP, ISV Sales, Salesforce. “By leveraging the power of the Salesforce Platform, Spredfast provides an exciting new way to bring a 360 degree view of the customer to social interactions, enabling more context for care agents when they work cases and saving agents time to share social context across the organization.”

Customer Contact Information at Your Fingertips

The first piece of our integration connects customer contact details across platforms. Historically, care agents might interact with a customer on social and then head over to their CRM platform to look up details on that person. With this integration, the two-platform experience disappears: Salesforce CRM users will be able to see customer contact information next to social posts. No more toggling back and forth between systems.

Users will also be able to customize the contact details that are visible from within Spredfast, so agents only see the most pertinent details to their business. Spredfast automatically displays the data you deem most important about the person from Salesforce CRM. If there's not a match, you can easily create and add a new contact record from Spredfast into the CRM.

Streamlined Case Creation & Management

The second piece of the Spredfast + Salesforce integration allows users to create or manage customer care cases from social. Case information on the person is prominently displayed below contact details, giving agents greater context to the customer’s care history. Agents can quickly link social conversation data to an existing case or open a new one from Spredfast.

Social care doesn’t exist in a silo, and we recognize that important customer information and interaction history can exist outside of the Spredfast platform. We want agents to be able to bring that customer context into social care interactions so teams can be more efficient and effective on social care.

Spredfast + Salesforce: A New Customer Care Paradigm

The partnership and integration between Spredfast and Salesforce grants users a whole new understanding of the full customer profile by merging a customer’s social persona with their non-social history. By integrating Salesforce CRM capabilities within Spredfast, response workflows are more efficient since agents no longer have to work between two different systems. This integration will make responding on social faster and give agents a more complete picture of the customer.

The best part about the new Salesforce integration? There is no coding required. It just works. Today's announcement is yet another example of Spredfast's commitment to our open ecosystem approach—and to our customers.

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Rod has served as President and CEO of Spredfast for the past six years, leading overall company operations and long-term strategic direction alike. Under Rod’s direction, the Spredfast team of over 500 employees helps more than 650 of the world’s largest brands connect to the people they care about most.