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:
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:
Next, let’s decide on the best set of actions to respond to a failed attempt to complete profile setup:
Here’s how we’ll build this Journey in 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!
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.
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.
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.
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.