A Short Guide on 8×8 Salesforce Integration

We can all agree that communicating with customers is essential for building strong connections, making sales, and resolving queries. That’s a huge part of the business and crosses many different departments. For this reason, one of the ways you can enhance operations and increase customer satisfaction levels is by integrating your communication tools with Salesforce.

Join us in the article below as we explore an 8×8 Salesforce integration and how it can support your teams with communication.

About an 8×8 Salesforce Integration

When 8×8 is integrated into Salesforce, teams get to improve their overall communication with advanced tools and features. This is because the 8×8 communications platform is an impressive cloud-based contact center and has many features that benefit Salesforce users.

Features of an 8×8 Salesforce Integration

For example, with an 8×8 Virtual Office for Salesforce integration, businesses can add their voice, video, chat, and SMS channels to its Salesforce system. This new structure will let team members, like sales reps make calls from Salesforce so that they do not have to navigate to 8×8. Let’s take a look at two more handy features from an 8×8 and Salesforce integration.

Log your Customer Calls Automatically

With 8×8 and Salesforce, teams can automatically submit their call details to Salesforce. This information can include:

• The duration of the call.
• The time of the call.
• The outcomes of the call.

The integration also helps attach these details to Salesforce objects, like contacts or cases.

Simple Calling Features

An 8×8 and Salesforce integration cuts down the time required to find and input a phone number when a team member needs to make a call. They get click-to-dial functionality which means they can make a call from a Salesforce record by clicking a button.

8×8 Salesforce Integration Guide

If you are interested in connecting 8×8 to Salesforce, you can follow this high-level guide. But make sure to check out 8×8’s official documentation for the best results.

1. First, you need to download 8×8 from the Salesforce AppExchange marketplace and then install it on your system.
2. Next, you need to configure your 8×8 settings to match the needs of your business. You need to check your call routing rules, click-to-dial settings, and screen pop preferences.
3. Once you have completed your Salesforce and 8×8 setup, you need to train teams on how to work on the new system. You could give them training manuals or hire a technical expert to explain how to use the features well.
4. Check your data reports and see how you could modify your integration to be better. You can always optimize your Salesforce built-in integrations, processes, and settings based on the findings in your reports.

8×8 Salesforce Solutions

8×8 has many solutions for Salesforce, especially when it comes to customer service or communication. For example, with an 8×8 Salesforce CTI integration, teams can enjoy omni-channel routing capabilities. Basically, this solution ensures customer interactions can be collected or routed across various channels, such as:

• Voice
• Chat
• Email
• Social Media

Another solution from 8×8 for Salesforce is that it gives teams smart screen pops. These bits of information in the screen pops present customer information and interactions to a team member when they receive a call. This is a useful solution that gives the call center agent more insight about the customer to resolve any query quickly.

8×8 Virtual Office for Salesforce

For a superior communication solution, businesses choose an 8×8 Virtual Office for Salesforce integration. It consists of embedding 8×8’s system into Salesforce. With this type of integration, call centers can manage their communications better since they can access Salesforce data more easily.

Teams also benefit from using both of the platform’s advanced features for customer service. Here are two features that can benefit call centers that opt for integrating 8×8 with Salesforce:

Managing All Calls

Whether it’s inbound or outbound calls, an 8×8 integration can help agents handle them directly in Salesforce. This means that agents do not need to exit Salesforce while using common calling controls like:

• Hold
• Transfer
• Conference

Missed Calls

Sometimes, customers need to leave voicemails, especially when they are busy or cannot reach an agent. With 8×8 and Salesforce combined, agents can access and listen to these voicemails from Salesforce. Then, they can choose to respond to them, and delete them when the query has been resolved.

We hope to see you soon!

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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you find a mistake, please contact us.