In this post, I’m going to show how Microsoft Teams can integrate with other applications to streamline your Customer Service processes.
If you’re not familiar with Teams, please check out our previous posts:
I’ve taken several Customer Service-oriented apps on a test drive to call out where the integration appear seamless and some others that don’t quite seem ready for prime time.
As stated in the previous posts, the software descriptions below are not meant to be exhaustive. All of these are awesome stand-alone products. This series is designed to call out the integration points specifically with Microsoft Teams if you are considering new investments or trying to rationalize ones already made.
Figure 1: Customer Service Connectors in Teams
Zendesk isa customer ticketing system that allows companies to track and respond to customer service requests. (They also have a fantastic help desk team that provided very quick and friendly assistance when I needed it)
Figure 2: Zendesk configuration screen
Figure 3: ZenDesk post to Teams
Figure 4: ZenDesk post with Notes 1
As will be the common theme of this particular blog, for any support team that has decided to live in Microsoft Teams, the ability to see tickets and updates without having to constantly check a separate browser window or email is very helpful. However, know that status updates and new tickets cannot be created from Teams.
It would be a nice feature to have alerts come in for tickets that have a new assignee or an updated status other than New or Solved.
Delighted is a cloud-based app designed to collect feedback from your customers in real time. It uses the Net Promoter System (NPS) and is ridiculously easy to start using.
Figure 5: Delighted configuration screen
Figure 6: Daily summary from Delighted
Groove is a cloud-based help desk software, that true to it’s claim, is very simple to use. It also integrates with Slack, MailChimp, Delighted and more.
Figure 7: Groove configuration screen
Help Scout is also a cloud-based help desk software. A bit more to set up than Groove, but with more features and integrations that’s to be expected.
Figure 9: Help Scout configuration screen
Figure 10: Help Scout notification
Figure 11: Rating notification
Microsoft PowerBI is a powerful reporting tool, that while requiring additional licensing, is fully integrated into the Office 365 suite and Teams.This tool was included in a previous blog.
There are still more tools to test! Future blogs on will focus on HR & Recruiting, Admin Teams, and Developer/Coding work groups and will include integrations for the following, and a whole lot more: