Unify your contact center and CRM

Leverage Salesforce as your CRM and system of record with Contacto as the customer service single-page workspace. Make agents more efficient by reducing system hopping and keeping customer data in sync with Contacto’s prebuilt Salesforce connector.

With an intuitive single sign-on OAuth connection, Contacto + Salesforce ServiceCloud or SalesCloud will evolve your business from a hodge-podge of systems to a solid, scalable back office architecture.

Customer obsession is the differentiator. To efficiently meet demand and execute exceptional service, you’ll need best-in-class tools. Empower your agents to focus on the customer rather than system hoops and hurdles.

To demonstrate what happens in Salesforce when an inquiry (aka conversation) is first received in Contacto we’ll use this example: An inbound phone call is the first encounter with a customer and the agent chooses to create a new Contact. As a result, a new Contact, a new Case, and a new Task tied to that Case, is generated in Salesforce. The call notes, chat, or WhatsApp thread in Contacto is appended to the Task Comments. See scenario #2 for details on what happens for an existing customer conversation.

When an existing customer reaches out, Contacto will present to the agent an opportunity to associate that conversation with an existing Case or create a new Case in Salesforce. For example: a customer may have called previously about a billing issue and may now be chatting about a damaged product. This would create a separate Case under that Contact and any further conversations about that damaged product would be appended to the Task Comments under that “damaged product” Case.