[Free Virtual Event] Social Media Summer Camp
Join us and boost your social media potential with our data-led event
Register for free
Join us and boost your social media potential with our data-led event
Streamline your social customer care by directly managing support issues that come from your social channels in Salesforce Service Cloud, without interrupting workflows.
Your customers are using your social media channels as a support platform, and Brandwatch’s Salesforce integration helps you keep all your social conversations in one central location.Create cases and contact records from your social conversations and send them directly from Brandwatch to Salesforce Service Cloud – your ultimate customer service platform.
Seamlessly sync the previous cases and contact records of your customers from Service Cloud to Brandwatch, so you’ll know when your customers reach out to you about a recurring or past issue.Knowing the CRM history of your customer will also provide the right background information to your support agents, to assess the case and deliver the correct and timely response.
Build a direct workflow between social media and customer service teams, where both teams have visibility over the cases coming from social channels.Social media and customer support agents don’t need workarounds or keep switching context. The social media teams can directly escalate the case to Salesforce, where support teams have the right tools and workflows to resolve the case.
Create cases and contact records from within Engage in Brandwatch using custom fields (such as case type, status, account ID etc.) that are specific to your Salesforce workflows.Custom fields will provide vital information about the cases, so that your support agents can resolve them effectively.
Book a meeting to discover how Brandwatch can help you deliver effective customer care and improve cross-team collaboration
Existing customer?Log in to access your existing Falcon products and data via the login menu on the top right of the page.New customer?You'll find the former Falcon products under 'Social Media Management' if you go to 'Our Suite' in the navigation.
Brandwatch acquired Paladin in March 2022. It's now called Influence, which is part of Brandwatch's Social Media Management solution.Want to access your Paladin account?Use the login menu at the top right corner.
