Save 2hrs/week with simple CRM workflows

by Frederic Melanson in

Ever found yourself wasting time looking for customer/account information? 

5% of a customer-facing person's workday is spent searching for information. 

That's 2hrs every week. $4,000 worth of your time left on the table every year.

Excluding the deals that you're not closing with those 2 hours. 

We've laid out an easy roadmap to reducing that time by half. Do it with integrations between your support tools and your CRM, as well as simple workflow automation. 

Here it is 👇

Salesforce
Connect support records automatically 

Check your Salesforce settings (You’ll need an admin to do this)

1. Click on the cog in the upper right pane, and click Setup
2. Go to Settings > Security > Session Settings. 
3. Make sure that “Lock sessions to the IP address from which they originated” is not selected

Connect Zendesk

1. In your Zendesk Admin Center, click Integrations
2. Click Connect next to Salesforce 
3. Select your Salesforce workspace to set up the integration
4. Go to Install managed package. Follow the steps to install and select “Install for All Users”. 
5. Once the package is installed and you’ve clicked Done. Return to the Admin Center and Accept Zendesk’s’ Terms of Use, and click Connect. Then Allow access

Give your users access to tickets

1. In Salesforce, click the cog icon and go to Setup again. 
2. Go to Platform Tools, select Manage Connected Apps and click Salesforce Integration for Zendesk
3. Click Edit Policies
4. Under OAuth Policies, set Permitted Users to "Admin approved users are pre-authorized" and click Save.
5. Go back to your connected apps and click on Salesforce Integration for Zendesk app.
6. In Profiles, select Manage Profiles and choose who you’d like to access tickets! 

Connect your conversational support tool with Salesforce. 

Although your tickets might be in Zendesk or some other platform. Your support conversations might be done in Intercom or Drift. Both have native integration with Salesforce to automatically create leads, tasks and keep Salesforce data in sync. 

Here’s an example (https://www.intercom.com/integrations/salesforce). 

Looking to integrate other tools into your Salesforce records automatically? 

You can set up custom integrations with platforms like Zapier, Tray,io and PieSync

Set up automation rules to simplify your workflow

You can use process builder to do basic actions that would normally take you time.

Like updating records, creating leads, etc.

To do so, here are the basic steps (type “Salesforce workflow automation” in Youtube to view step-by-step tutorials)👇

1.  Go to Process Builder in Salesforce.
2.   Define the Object that you want to rules to apply to.
3.   Define your Criteria that need to hold “True” or “False” on your Object to trigger an action.

(ex: When a deal (object) gets to the “Demo” stage in my pipeline (criteria), send an email to the account owner (action).

4.   Define Actions to be taken automatically if the criteria holds true.

Actions can be immediate or scheduled.

Hubspot
Connect support records automatically 

Hubspot makes it even easier with native integrations to tools like Zendesk, Jira and more from their App Marketplace.

They also have their own support service called Service Hub, but it comes with a price.

To access HubSpot’s marketplace, look for the “Shop” icon at the top right of your HubSpot dashboard.

Although it’s not too painful to set up, the integrations are limited and often only appear in the timeline section of your records.

Another great way, that’s more robust is to use PieSync to connect your tools to Hubspot. It’s not too expensive and easy to set up.

Combine your integration with Slack or Teams notifications.

Since HubSpot’s support tools integrations are limited, we suggest setting up another integration between your support tool and Slack, or Teams.

This way:

1.  Your tickets are linked to records in HubSpot
2.  Your team knows right away when tickets are created and can act quickly

To do so:

1.   Access the app store from the bottom left corner of your Slack workspace.
2.  Click “+” and search for your support tool.
3.   Install the app by following Slack’s instructions.
4.   Choose Slack channels to post updates from your Support tool.

HubSpot, in our opinion, makes it even easier than Salesforce to set up useful automations.

Here are 3 tips that you can set up right now to save time with HubSpot:

Create a simple workflow in HubSpot

1.  From you HubSpot dashboard, go to the top’s menu bar and select Automation > Workflows
2.  Modify your enrolment trigger to “Page view”.
3.  Select “Contact has viewed exact URL”.
4.   Enter the URL you want to track (it can be your home page, pricing, a landing page or else) and click Done
5.   Add an action

a.  Manual: Create task

b.  Automatic: Send email

Want to be notified in real time?

This can be powerful to alert your team when prospects take action. And achieve perfect timing with your customer's touch points.

7.  Select “Send internal email notification” or “Send internal SMS”.
8.   Connect HubSpot to your Slack workspace and activate notifications for new reminders and tasks (follow Slack’s app directory instructions).

Set up a meeting link

A meeting link allows you to send a link to your personal calendar to prospects to avoid the back-and-forth of scheduling.

It can save HOURS!

1.  In HubSpot, go to Sales Meetings
2.  Click Create meeting link, then Personal
3.  Set you meeting link’s Details, Configuration and Availability

Pro tips:

4.  Using Zoom? Add a video conference link automatically by integrating Zoom with your Hubspot meeting link.
5.  Using Google Meet? Open your Google Calendar > click the Settings icon > navigate to Event Settings and select “Automatically add Google Meet video conferences to events I create
6.   Customize forms questions with + Contact property and + Custom question to learn more about your prospect before the meeting and log information to the related HubSpot contact.

Add your meeting link to emails

A great tip to book meetings faster and easier is to link some text in your email to your meeting link.

To do so, look for the chain link icon on the bottom of the composing bar and insert your meeting link URL.

Example: 👉(Book a time to meet here) 👈 This is my actual calendar link. Feel free to book it. I'd love to meet you :)

Wanna go even further? 🚀

Increase your chances of closing deals with event-based marketing automation!

View our latest blog post on event-based automation here 👀

Want the benefits mentioned above, but without the setup and work involved? 💯 🤩

Sign up for our beta to unlock relationship insights in your workflow

Cheers, Fred

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