UserVoice and SugarCRM Team Up to Provide Integrated Customer SupportAvaya
The world’s fastest growing customer relationship management company, SugarCRM, has integrated with the Web’s easiest customer service solution, UserVoice to provide bi-directional data sharing between these 2 powerful systems. By integrating with SugarCRM (News – Alert), customer activity, support requests and feedback from UserVoice will now populate SugarCRM’s databases in real-time. This integration will have numerous benefits especially to customers already using the CRM.
The integration is 2-way which also means that customer support agents in UserVoice will be able to see customer activity that includes related sales and account activity from SugarCRM within the UserVoice console. This has been made possible by the use of the SugarCRM gadget for Inspector that provides instant, in-app activity. This new Inspector functionality will mean that support agents will save, on average, over a minute on every ticket by not having to switch between systems to provide the needed solution on customer requests. Any customer interactions that take place between the two systems will be reflected on each console in real-time providing complete customer activity on both ends.
According to the CEO of UserVoice, Richard White, the seamless integration between the two systems would be a huge benefit to customers whom web businesses were scaling up quickly. According to Mr White, the company was looking to pick a CRM solution that matched its customers’ expectations for “high quality and ease of use that they’ve come to expect from UserVoice.” The selection of SugarCRM was easy as the company had a product that was easy to use and powerfully robust, not to mention that UserVoice was a SugarCRM customer itself. This integration would help “provide companies with the highest quality end-to-end solution for taking great care of and understanding customers at a deeper level.”
SugarCRM co-founder, CTO and VP of Product Strategy, Clint Oram, said that the integration between the 2 companies will help in better understanding the customer which is key to a successful business. The new tool is expected to extend CRM benefits to customers with positive customer experiences.
Edited by Stefanie Mosca