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Aditya Cakrawidya
Assistant Vice President IT
Yudha Satya Perdana
Service Quality & Development Head
Chai Domingo
Director, Contact Center
Rory Aditya
Manager Digital Service of Retail Customer Care

Make Superior Customer Support a 2019 Resolution - BrainSell Technologies - Blog

Make Superior Customer Support a 2019 Resolution

As the year comes to an end, let’s look back at all you’ve accomplished. This year, maybe you embraced customer-centricity and delivered solid products and services to your clientele - but did you deliver customer support that left them feeling as bubbly as a glass of champagne on New Year’s?

If not, don’t fret! You can usher in the new year with customer support software. There are hundreds of platforms that provide solid set of tools to help you assist your clients. Here at BrainSell, we use Zendesk to turn every interaction with clients into lasting relationships through frictionless customer experience.

Before you start searching for options, it’s important to know what to look for first. Customer support platforms should have these two major features: omnichannel functionality and integration tools for your CRM.

Omnichannel Functionality

Omnichannel is a term that gets thrown around a lot, but what exactly is it?  

Simply put, an omnichannel platform is a system that pours disparate data from multiple sources into one place. This allows you to weave customer support into each aspect of your business, from the accounting team to website developers to your call center.

Ensuring a consistently positive customer experience requires an efficient and engaged customer support service, so allowing all aspects of your business access to your customer support platform is crucial. With omnichannel support, you can serve your customers in multiple channels.

For example, Zendesk allows you to interact with customers through your website chat window, your support ticket system, or your self-service knowledge base. Behind the scenes, support information is compiled by Zendesk no matter where you interact with your customer, giving representatives insight on how they can further develop each channel. This allows you to optimize communication with your clients and improve relationships at every touch point.

CRM Integration    

If you’re convinced that an omnichannel approach to customer support is best, then you’ll need to tie your platform to your one-true customer database: CRM. Most customer support platforms can integrate with your CRM, but not all. It’s important to be aware of this while selecting a platform. In BrainSell’s case, we chose Zendesk because it seamlessly integrates with our CRM, SugarCRM. It also integrates with Microsoft Dynamics 365, SalesForce, and HubSpot, to name a few.

So let’s look at Zendesk/SugarCRM integration as an example. No longer do you have to toggle between your CRM and support platform to see relevant customer information. This integration allows you to see your SugarCRM contact, lead, account, and opportunity data right from within the Zendesk interface. It also allows you to view your Zendesk support tickets and comments from the team right from within SugarCRM as well. Check it out:

SugarCRM View

Immediately after installing the integration module and adding the Zendesk Tickets dashlet, you can see all the associated Zendesk Tickets in the module of your choosing.

You can filter and sort to get to exactly what you need to see right from within SugarCRM. You can click the arrow to open the ticket in Zendesk or click into the Ticket Subject and see all the details, including all public and private comments, without ever having to leave Sugar.

Zendesk View

Likewise, in Zendesk you will be able to see all the associated SugarCRM data associated with the contact who opened the ticket in both Zendesk Support and Zendesk Chat. Additionally, Zendesk can be configured to work with your custom modules, custom fields, and workflows.

The Bottom Line

Don’t let another year of sub-par customer support pass you by. Let’s chat about your customer support goals and come up with an approach that’s best for your business.

Did something about Zendesk peak your interest? It peaked ours too! Join us for our webinar on December 12th 2018 at 2:00 PM (EST) to learn about how we’re ringing in the New Year with superior customer support.


Publish Date: November 14, 2018

2024 Buyers Guide Computer Telephony Integration

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.


Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


View more from BrainSell Technologies

Recent Blog Posts:
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Salesforce vs. Sugar Sell: Is It Truly a David and Goliath Fight?February 25, 2020
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[On-Demand Webinar] CRM Solution BlueprintDecember 11, 2019
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