Statusbrew Integrates With Salesforce to Make Social Selling Easier

The recent integration of Statusbrew with world’s #1 CRM application, Salesforce provides sales-focused Statusbrew customers with an effortless way to turn social media prospects into leads in their Salesforce CRM & streamline social lead generation. Customer support teams also benefit from the ability to create tickets for issues and problems directly from social messages in the Statusbrew dashboard.

In this guide, we explain how this integration will help you maximize your brand’s performance on socials.

Entities Available With The Statusbrew Salesforce Integration

Statusbrew’s integration with Salesforce allows the creation and editing of the following entities directly from within Statusbrew’s dashboard:

• Create a Lead if you notice someone engaging with your brand on socials and wants to learn more about your products or services. Your sales team will be able to see the Lead in Salesforce and later follow up to begin the sales process.
• Create a Case if a customer reaches out to you on socials about any issue or concerns with your product or service and they need more support. Your support team will be able to see the request in Salesforce and assist the customer.
• Create a Contact for company partners (someone who works at an organization you already do business with) to keep track of social interactions with them.

How To Create & Link Contacts & Leads?

Teams in Statusbrew can search Salesforce to learn more about people they are interacting with on social media. They can also pass new leads, contacts, and cases to Salesforce by creating new records in Statusbrew.

You will first need to connect your Salesforce account with Statusbrew to begin powering your CRM with social data.

To create a lead or contact from Statusbrew:

• Go to Engage.

• Open the conversation you want to create a contact or lead from. You can create contacts or leads from public and private messages.

• In the right-hand panel of the reply window, you will see the Contacts & Leads section appear in the Salesforce area.
  

  
  

• Statusbrew automatically looks for Contact and Lead information in Salesforce to match interactions using the username on the social media message.

• If you see a match, simply click on Link. If it's not what you are looking for, click on the search Salesforce icon to open the search box.

• If the automatic search doesn't find what you are looking for, simply enter a new search term in the search box.

• If you still can't find what you are looking for, you can create a new contact or lead. Click on the Create contact/lead.
  

  
  

• Enter the first name, last name, business phone, and email of the user and click Create to create a Contact.
  

  
  

• Enter the first name, last name, company, phone, email, and status (Open - Not Contacted, Working - Contacted, Closed - Converted, Closed - Not Converted) of the user and click Create to create a Lead.
  

  
  

• Once a link is made, each time you open a conversation with that user in Statusbrew, you will their details in the right side panel.
  

  
  

• Clicking on the name of the Contact or Lead will take you to their respective Salesforce page.

• You can edit their data by clicking on the setting icon and Edit. Make your updates and click Edit. Their data is updated in Statusbrew and in Salesforce.

• You can also unlink a Contact or Lead by clicking on the same setting icon and Unlink.
  

  
  

How To Create Tickets In Statusbrew For Custom Issues?

You can route customer issues received on social to your support team on Salesforce without leaving the platform by creating tickets.

To create a ticket:

• Open the conversation for which you want to create a ticket.
• Click the plus icon next to Tickets.
  

  
  

• Complete the following fields:
  • Status (New, Working, Escalated, Closed)
  • Case Origin (Phone, Email, Web)
  • Subject
  • Priority (High, Medium, Low)
  • Description
• Click Create.
  

  
  

Now, the ticket will appear in the Salesforce section in the right-hand panel.

Clicking on the ticket will take you to the Ticket details page, where you can see all the ticket details. Here, you can also add any private comments for your team. Use comments to document the status of the ticket or to coordinate with your support team. You can also add private comments for your team.

Note: Tickets cannot be created for unlinked Contacts.

How To Manage Salesforce Fields In Statusbrew?

Go to Settings > Integrations > Salesforce in Statusbrew to start managing your Salesforce account.

From here, you can add, remove, or edit a Salesforce account. Click on the three dots > Edit to start editing the Leads, Contact & Cases fields.

Under each entity (Leads, Contact & Cases), there are 2 sections: Visible fields and Hidden fields. You can add any field from the Hidden to Visible section by clicking on Add to View beside the specific field.

You can add any field from the Visible to Hidden section by clicking on Remove from View beside the specific field. You can also change the order of fields in the Visible section by performing the drag and drop option and also mark any fields as read-only.

How Will This Integration Help You?

• Streamline social customer service: No more switching between apps! You can now manage and resolve customer inquiries directly through Salesforce, even if they started on social media.
• Engage in real time with the right context.: In Statusbrew, you will be able to see past interactions of a contact or lead on social media. This way, you have the whole history right at your fingertips, so that you can ensure you are delivering personalized messages that convert leads to lifelong customers.
• Find new customers: If, while interacting with someone on social media through Statusbrew, you spot someone who might be interested in your business, you can directly add them as a new business lead to Salesforce without switching between apps.
• Help customers faster: If a customer has a question on social media, you can use Salesforce to create a record for their issue (called a case) and track it until it's resolved.

Boost customer care & social media management with Statusbrew's Salesforce integration. See the difference - schedule your demo today!