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TRANSCRIPT
Integratingwith Desk.com
These days it’s more important than ever to be a customer-centriccompany.Thebenefitsofconnectingyour systems so everyone at your company can share informationandcollaboratetohelpcustomersareobvious.Butifyou’reasmallbusinesswithlimitedresources,howcanyoudoit?
Turnsoutit’seasy.Oneofthebenefitsofcloud-basedsolutionsisthatthey’reeasytointegratesoyoucanadaptandscaleyourbusiness.Desk.comoffersavarietyofintegrationpossibilitiesrangingfromdeep,two-waysolutionsto“picture-in-picture”types.Readontolearnhoweasyitistoconnectsupporttotherestofyourcompany,andhowintegratingwithDesk.comcanhelpyourbusinessgrow.
It’s easier than you think
Whenyousharecustomerinformationacrossyourcompany-securely,ofcourse-everybodywins.Desk.commakesiteasytosharedatasoyoucancollaboratemoreeffectivelyandmakeeverycustomerexperienceexceptional.HerearejustafewofthedepartmentsandappsyoucanconnectwithDesk.com:
Connecting departments
Marketing
Operations
Sales
Product/Engineering
TherearefourmainwaysyoucanintegrateDesk.comwithothersystems.Theyofferdifferentlevelsofinformation-sharingandcomplexity—butthesameeaseofuse.
Informationissharedone-wayfromDesk.comintoanothersystem,orfromanothersystemintoDesk.com.
Informationfromanotherappisdisplayedasa“popup”withinDesk.com.
InformationissharedinbothdirectionsbetweenDesk.comand other apps.
AnotherappisdisplayedwithintheDesk.comuserinterfacesoyouragentscanworkwithbothat the same time.
A variety of options
One-directional
Side-by-side
Bi-directional
App-within-app
Inone-directionalintegration,informationissharedone-wayfromonesystemintoanother.Thistypeofintegrationisusedwhenyoujustneedtoseethedatafromonesysteminanother,butyoudon’tneedtoupdateit.Forexample,itmightbehelpfulforyoursupportagentstoseecustomerordersandshippingstatus,buttheydon’tnecessarilyneedtochangethatinformation.
How to do it:Inmostinstances,tosendinformationtoDesk.com,youusetheadminpanelofapartnerlikeAppBot.TosendinformationfromDesk.comtopartnerslikeSlack,usetheDesk.comadminpanel.YoucanalsocreatecustomintegrationsusingouropenAPIs.Formoreinformation,checkoutthedocumentationatdev.desk.com.
Example apps: •Analytics(getinsightsaboutallofyourbusinessinoneplace) •Chatandcollaboration(recordconversationsandattachtocases) •E-commerce(viewe-commerceinformationwhileworkingcases) •Marketingsurveys(capturecustomerfeedbackandcreatecases)
One-directional integration
Justasitsounds,bi-directionalintegrationletyoushareinformationinbothdirections.Ifyouupdateinformationinonesystem,thechangeisautomaticallyreflectedintheother.Thesetypesofintegrationsaregoodwhenyouneedthesamedata(likecustomercontactinformation)inmultiplesystems.Desk.comoffersbi-directionalintegrationwithSalesforcesoyoursalesandserviceteamscanbothstayup-to-dateoncustomers.
How to do it:It’sassimpleasgoingintotheDesk.comadminpaneltoaddintegrationwithSalesforceIQorusingDeskConnecttointegratewithSalesforce.Oryoucanuseanexistingpartner(likeBedrockData)andconnectfromwithintheiradminpanel.YoucanalsocreateacustomintegrationusingouropenAPIs.Formoreinformation,checkoutthedocumentationatdev.desk.com.
Example apps: •SalesCloudandSalesforceIQ(salesandservicecanseeeverycustomer interaction,case,andopportunity) •OtherappslikeHubSpotandMarketo(sharecustomerinformationbetween marketingandsupport)
Bi-directional integration
ThistypeofintegrationletsyouopenanotherappfromwithinDesk.comtoquicklyaccessrelevantinformation.It’sgoodwhenyouneedtomakeiteasyforagentstoquicklyaccessinformationfromaback-endsystemwithaspecificURL.Forexample,youmightwanttoquicklyaccesscustomerdataviaasearchofane -commerce system.
How to do it:YoucaneasilycreateanintegrationURLwithintheadminpanel.Oncecreated,itwilldisplayimmediatelywithineveryDesk.comcase.
Example apps: •Billingsystems(viewingacustomer’sbillinghistory) •e-commercesystems(viewingacustomer’sorderhistory) •ERP(checkingavailableinventory)
Side-by-side
ThistypeofintegrationisuniquetoDesk.com.ItletsyoudisplayinformationfromanotherappwithintheDesk.comuserinterfacesoyouragentscanworkwithbothatthesametime.It’sgoodwhenyouneedtoletagentsworkmoreefficientlywithtwoapps,buttheappsdon’thavetotalktoeachother.Onlineretailersmightusethistypeofintegrationtoletagentsseeacustomer’sshoppingcartwithinDesk.com,forexample.
How to do it:It’sassimpleassettingupanintegrationURL(liketheside-by-sideintegration),butinsteadoflinkingtoawebsite,youdisplaythecontentwithinDesk.com.
Example apps: •GoogleMaps(visuallydisplayingthecustomer’saddress withinthecase) •e-commercesystems(visuallydisplayingthecustomer’s orderhistoryandallowingmoreadvancedfunctionality, suchasresettingthecustomer’spasswordfromwithin Desk.com)
App-within-app
Visit the Desk.com App Hub www.desk.com/apps to see more ways to extend and scale your service.
Or, try Desk.com now for free and see how fast, awesome customer service can help your business grow.
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