Conversational CRM and data integration are closely related concepts that are essential for businesses looking to provide personalized and efficient customer experiences.

You may have heard the (buzz) word “Conversational CRM.” Conversational CRM refers to using conversational technologies like chatbots, messaging apps, and voice assistants to interact with customers and provide support or information. Conversational CRM aims to provide customers with a seamless, personalized experience, enabling them to engage with businesses on their preferred channels.

Data integration, especially real-time integration, is critical in conversational CRM. It enables businesses to access and utilize customer data from different sources to personalize interactions. By integrating data from various sources, such as CRM systems, accounting systems, shipping and order information, marketing automation platforms, and social media platforms, businesses can gain a 360-degree view of their customers. This helps businesses to understand customers’ preferences, behaviors, and needs, allowing them to provide more relevant and personalized conversations.

eOne’s Journey with Data Integration

Internally at eOne Solutions, we faced significant challenges in delivering the level of support we strive for. This was due to the time-consuming process of researching the necessary data to handle each helpdesk ticket. Our team was struggling to manage an increased caseload of 30% across five disparate systems, leading to frustrations and a lack of efficiency. Repetitive tasks were slowing us down, and our former CRM and separate systems were not set up to streamline our workflows.

After careful consideration, we made the decision to implement Zendesk as our ticketing solution. We then integrated it with Popdock to embed real-time data from our other systems directly into the platform. While real-time integration can be complex, Popdock made the process easy and allowed our team to have immediate access to critical data from our CRM, accounting, and marketing systems. This helped us gain a complete picture of each customer and significantly reduce our response times. Learn more about our experience with the Popdock Dynamics 365 Connector with Zendesk.

Revolutionizing CRM with Integration

Setting up the integration was quick and painless. The setup proccess took just a few hours, and our team was able to start using it within one week. We can confidently say that the combination of Zendesk and Popdock has revolutionized our helpdesk support, making our team more efficient and our customers happier.

In summary, data integration is critical to the success of conversational CRM. It enables businesses to access and utilize customer data to provide personalized, automated, and efficient customer interactions. By integrating data from different sources, businesses can gain a comprehensive view of their customers. This allows them to provide tailored experiences and enhance customer satisfaction. With data integration solutions like Popdock, businesses can optimize their conversational CRM strategies and deliver exceptional customer experiences.

Learn More

Want to learn about the latest customer experience trends and strategies for 2023? Check out our previous blog highlighting CX Trends for 2023. Discover valuable insights and stay up to date on the latest CX trends. Additionally, view the Zendesk comprehensive 2023 CX Report below. 


GET THE 2023  CX TRENDS REPORT



Have questions about the Popdock Connector for Zendesk? Reach out to our sales team at sales@eonesolutions.com​.