If your sales and support teams work in silos, it’s time to rethink that approach.
Because working in silos creates different databases about the same customer. This means sales doesn’t know how support has interacted with the customer, and vice versa. Result? A vicious cycle of communication gaps, clueless teams, and disgruntled customers.
Take a moment to think about this: both sales and support work with the same prospects-turned-customers. Why should they work in silos when they can stay in sync?
By “staying in sync”, we mean sharing information and being visible to each other. By picking up where the other leaves off, so the customer hears a single, clear voice from your business.
Integrating Freshsales with Freshdesk lets you take charge of two important elements in your business: context and consistency. With this integration, you can
So when you bring sales and support together, you don’t just break down silos and unite two teams. You take a crucial step towards forging solid relationships with your customers.
It’s common—sales has one list of leads and contacts, while support pulls up a whole different list of customers! Matching these lists takes more time than actually resolving customer queries. Do away with the inconsistency by syncing lead/contact fields in Freshsales with customer fields in Freshdesk, and vice versa. This 2-way sync extends beyond standard fields (like name and address) and includes custom fields. Give your sales and support teams the confidence of always looking at a consolidated list of customers and their updated data.
In Freshsales, every lead’s/contact’s profile has a “Recent Tickets” section. It displays every ticket raised by your prospect, with the most recent ticket on top. Reps can also create tickets from the sales CRM and assign it to support agents. In Freshdesk, every ticket is accompanied by a brief bio of the customer. Custom information from Freshsales—like plan and type of customer—can be displayed here. This shared information gives your reps and support agents a single-pane view into every customer’s journey. Customers don’t need to repeat basic details and spend time explaining their query; sales and support have all the context they need in one screen.
The next time your reps send an email or make a call, help them personalize the conversation. By looking at the support side of your business, your reps can cut to the chase and create meaningful dialogue with your customers. Selling a higher version of your product/service, offering tips on new features—the possibilities are endless.
Both Freshsales and Freshdesk are products from the Freshworks stable of business software. This means you don’t have to worry about transferring data across multiple companies, different servers and varied security protocols. Also, data flow is smoother and more flexible when you’re using two apps from the same company. Between different companies, there are stringent regulations—regarding data in mandatory fields, for instance—which can be relaxed when you’re in a single ecosystem.
“With the Freshdesk Integration, Freshsales has taken the sales side of our business a step forward. My support staff can see a full picture of a customer—deals, customer details and activities. It has both sides of our business talking again!”
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