The strategic integration will enable Salesforce users to draw upon Quantum Metric’s proprietary Continuous Product Design (CPD) technology to pinpoint, isolate, and resolve problematic customer experiences. According to Quantum Metric, users don’t have to leave their Salesforce environment to access the service.
It is impossible for service professionals to provide great service without a complete view of customer interactions, concludes a recent Salesforce study. Quantum Metric’s integration with Salesforce provides service representatives with real-time access to customer data and insights, including device, location, and cart value.
Moreover, the service allows agents to access contextual evidence whenever a customer encounters friction on a website or native application. This way, agents can quickly identify site errors, abandoned carts, or rage-clicking incidents.
The Quantum Metrics dashboard also lets managers assess the scope of a problem and prioritize or escalate it as necessary.
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“The Quantum Metric integration not only identifies where friction occurs with individual customers, it also provides transparency and insights into how many other customers have experienced this issue, and what that means when it comes to an overall impact on an organization’s business goals,” explained Zack McCook, senior director of content and communications at Quantum Metric.
“Creating the best digital experience for our customers has been of the utmost importance, particularly over the past year,” said Jasmeet Singh, senior director of digital operations at Tapestry.
“We are thrilled about Quantum Metric’s integration for this very reason, and are looking forward to enhancing our customer services practices to resolve frustrations in real-time and create the most personal interactions and support possible.”
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See the original article here: ITPro