The Apizee integration with Salesforce allows your customer service agents to start video calls and screen sharing directly from their workspace tool. Accelerate the resolution of complex problems while enhancing customer satisfaction.
CRM, CUSTOMER SERVICE, AI
Salesforce is the global leader in CRM solutions. Its cloud platform helps businesses of all sizes optimize their customer relationships and deliver personalized experiences. With its automation tools, AI, and data analytics, Salesforce enables sales, marketing, commerce, and IT teams to connect with customers more effectively.
Apizee in Salesforce helps agents resolve customer requests more efficiently by integrating remote visual support directly into their workflow. You can now initiate a video call with just one click from a customer record, automatically send an invitation via the contact details stored in Salesforce, and guide customers visually for a quick diagnosis.
Your agents have advanced tools to guide and assist customers remotely in real-time. All visual interactions are recorded in the history, allowing for precise tracking and better collaboration between teams.
This integration enables you to address various use cases: managing escalations, technical support, product troubleshooting and maintenance, field service, and remote sales.
Apizee's integration into Salesforce allows agents to easily start video calls from their Salesforce interface, eliminating the need to switch between different applications. For customers, it's just as simple! There's no need to download an app—they join the video session directly through their web browser. This simplicity ensures a smooth experience and effective remote support.
With Apizee for Salesforce, agents have real-time access to the customer's situation. This visibility allows for a quick understanding of the issue and a more accurate diagnosis, which makes remote resolution easier and reduces resolution time.
The integration offers features designed to improve remote assistance: snapshots, visual pointers, and screen sharing. These tools enable clear and effective communication, improving problem understanding and speeding up resolution, all directly within the Salesforce environment.
Apizee adds a human, personal touch to your support. Visual interactions help build trust, demonstrate empathy, and personalize the approach for each customer. Customers feel heard and supported, which significantly boosts satisfaction and loyalty.
By resolving customer issues remotely, you significantly reduce the need for on-site interventions and travel costs. Implementing Apizee in Salesforce enables more efficient request management and resource allocation while helping lower your carbon footprint. Additionally, your customer service teams can handle more requests and respond more quickly.
Companies are adopting remote visual assistance to optimize customer service, improve team efficiency, and provide faster, more personalized support. Here are the main use cases:
Customer service escalation management
When a problem is complex, the request can be escalated to a video call. With video and screen sharing, the agent can immediately visualize the situation and guide the customer in real-time, avoiding back-and-forth communication and reducing resolution time.
Technical support
Companies in various industries, such as retail, manufacturing, and telecom, use remote visual support for immediate technical support. A technician can diagnose an issue, guide the user through necessary steps, and verify equipment functionality without the need for on-site visits.
Product troubleshooting and maintenance
When a device breaks down or malfunctions, an expert can assist the user remotely to identify the root cause of the problem and offer a quick solution. Manufacturers and service providers reduce intervention costs while enhancing customer satisfaction with proactive support.
Field service
Field maintenance and installation teams benefit from remote support using video calls. An expert can guide them step-by-step, validate their interventions, or provide precise recommendations, improving efficiency and reducing errors.
Remote sales
Companies also use video calls to optimize their remote sales processes. An advisor can present a product in detail, highlight specific features via screen sharing, answer live questions, and offer an immersive shopping experience, thereby driving customer engagement and conversions.
These diverse use cases make remote visual assistance an effective tool for enhancing customer experience, optimizing operations, and reducing intervention costs.
With Apizee in Salesforce, your customer service benefits from many advantages and improves its KPIs:
1. Instant real-time assistance
Launch video call directly from Salesforce, seamlessly. Teams save time and handle more requests. Customers, on their part, can access the session with a single click on the link received, no downloads or app installations required. You offer effortless and barrier-free remote support.
2. Accelerated problem resolution
Thanks to real-time video calls, your agents see what your customers see. Diagnose and resolve issues quickly, reduce resolution time, and avoid costly technician travel. This improves customer service efficiency and first-call resolution by 15%.
3. Enhanced customer satisfaction
Offer a more personalized and human assistance experience. Visual interactions build trust and foster empathy, allowing you to achieve 97% customer satisfaction.
4. Less travel, more efficiency
Replace on-site interventions with remote visual assistance and reduce travel by 40%. In addition to increasing efficiency, you lower your company's carbon footprint.
Apizee’s integration into Salesforce allows support agents to resolve issues more efficiently from a distance using advanced tools directly from their business interface:
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