Improve End-to-End Customer Experience with our Desk.com Integration

Your customers’ expectations are higher than ever — they want instant gratification, and a connected experience across devices and channels.

Often, companies don’t have the infrastructure in place to connect customer experience across systems, devices, and data records.

That’s why we’re thrilled to announce our first help desk integration in Usermind. Our Desk.com integration unifies data, action, and analytics between Salesforce, your marketing automation platform, and any other connected system.

With a fully integrated tech stack of best-in-breed apps, you can orchestrate the complex, end-to-end lifecycles that make up your customer journey.

Here are a few examples of what you can do with our Desk.com integration:

• Append usage analytics and other product data to a Salesforce record, so you can know what a customer was experiencing before they have an issue, and proactively reach out via Desk.com
• Automatically notify an account manager or case owner about exceptions in customer behavior (like feature adoption, declining usage, or abandonment)
• Append customer behavior or product data to an existing case in Desk
• If a customer has an open service issue, remove that customer from marketing automation and sales campaigns
• When a service issue is resolved, trigger a Net Promoter Score campaign, or return that customer to their regularly scheduled marketing or sales campaigns
• Fully automate customer onboarding, across your email service provider, CRM, marketing automation, and help desk

How it Works

Let’s imagine our customer performs a complex set of actions in our product that indicates they need some support — for this example, they’re setting up their profile, but fail to complete setup for reasons tracked by our usage analytics platform.

It is absolutely vital to re-engage with customers who are at risk of abandoning your product due to an early failure with using it.

First, let’s imagine a scenario where customer experience can be improved:

1. Customer attempts to upload profile picture, but fails because the file is too large
2. Customer attempts to upload profile picture again, but fails because this time the file type is not supported
3. Customer abandons the process, and does not upload profile picture
4. Two days later, customer still has not completed their profile, and has failed to engage with the product

Next, let’s decide on the best set of actions to respond to a failed attempt to complete profile setup:

1. Customer is removed from the regular marketing email campaign in Marketo, since they got stuck at step 1 in the onboarding process
2. Customer receives personalized email via Mandrill with instructions on how to size and save a profile picture, and contact information for their account manager, who’s on hand to help
3. If two days elapse and customer still hasn’t completed profile setup, create a support ticket in Desk.com that includes data from the failed attempts, as tracked by Mixpanel, and trigger a call task in Salesforce for the account manager
4. Notify the account manager via Slack that they have a new call task on the customer’s contact record
5. Finally, once the ticket is resolved, let’s automatically add them back to the regular marketing email campaign cadence in Marketo

Here’s how we’ll build this Journey in Usermind:

1. Connect Desk.com to Usermind

To fully integrate Desk.com and all of its data to your tech stack, just log in to your Desk account through Usermind. Boom!

2. Map data between systems

Here’s how easy it is to associate a user across systems — for this example, we’ll map user data between their Salesforce and Desk.com customer record, their Mixpanel product analytics profile, and their Marketo lead profile. In our system, we’ve already mapped the Salesforce account owner ID to their Slack username.

3. Define our journey milestones

Milestones in Usermind contain rules. Once the rule conditions are met, the journey continues. For this customer onboarding example, our milestones are Signup, Create Profile, and Success.

4. Write our rule logic

Let’s dig into the logic that defines this journey, and see where our customer has gotten stuck. Anyone who doesn’t meet the condition of completing their profile will get stuck in the second milestone.

After this rule fires, our account owner can reach out to give a personal helping hand — armed with the knowledge of what the customer has experienced — and the customer will automatically return to their regularly scheduled onboarding.

Why is this important?

With customer journey orchestration across a stack of fully integrated enterprise apps, you can deliver the real-time, seamless, personalized journey your customers expect — and rapidly experiment on processes that drive retention, revenue, and renewals.

Looking for another help desk integration? Our Zendesk integration is coming soon — and you can suggest an integration here.