Awareness Enhances Customer Experience with Integration to
Integration to RightNow Technologies and Salesforce.com Enables 360-degree
09.01.2009 – Awareness, Inc. (http://www.awarenessnetworks.com), the leading
provider of on-demand social media marketing software, today announced
integration from their Peer Support Best Practice Community to leading CRM
Awareness’ Peer Support BPC allows community members to get assistance from
other members and benefit by getting quick answers to support issues directly from
their peers. Brands benefit by reducing costs associated with higher priced support
channels (like phone and email) and facilitating a positive customer experience.
Extending peer support communities to allow organizations to assign, route and
prioritize support issues as they arise, while tying the details back to a single
customer record, is a critical requirement for most brands. To meet this need,
Awareness has integrated with leading CRM solutions – specifically RightNow
Technologies, Salesforce.com and Clarify – to support customer service issues that
originate within a peer support community and can be escalated.
Issues raised within a Peer Support community are routed directly to a CRM/trouble
ticket system (as defined by the community administrator) for immediate follow up by
a customer service representative. This ensures issues are resolved in a timely
fashion and users benefit from an enhanced customer experience.
The integration is based on Awareness’ standard integration framework and
additional integrations are planned with other CRM solutions, including NetSuite
and SugarCRM, in the coming months. The Awareness widgets and API allow for
further development of the platform through the ability of other community
developers. The framework gives developers the tools to mold the community and
it’s features to fit their needs.
“We’re excited to be offering our customers another way to enhance customer
experience,” said David Carter, CT