How to Integrate Your Help Scout Account with KrispCall?

Integrating your Help Scout account with KrispCall can be a wonderful way to streamline your workflow and effortlessly manage all customer conversations.

This powerful integration duo delivers more personalized customer support, reduces resolution times with real-time insights, automates data entry, and improves efficiency. Besides, you can also keep track of all customer interactions and develop marketing strategies accordingly.

In this guide, you will explore some features and benefits of this integration. We will also walk you through the steps of integrating your Help Scout account with KrispCall.

Features You Will Get After Integrating Help Scout with KrispCall

By integrating Help Scout with KrispCall, you can experience a wide range of features such as:

1. Call Customers From Help Scout

The integration of Help Scout with KrispCall provides a click-to-call feature. This feature allows agents to initiate calls directly from your Help Scout interface with just a few clicks. As a result, agents can effortlessly connect with customers, provide real-time assistance, and resolve their issues without switching between platforms.

This helps save time and enhances the overall efficiency of the support workflow, allowing businesses to better serve their customers with ease. It's a feature that undoubtedly adds value to any customer support operation.

2. Automatic Call & Contact Data Sync

The KrispCall and Help Scout integration enables automatic synchronization of your customer information between the two platforms. This feature eliminates the need for manual entry, assuring that data on Help Scout is accurate, up-to-date, and consistent.

This not only streamlines workflow processes but also enables agents to provide a more personalized and efficient support experience for customers.

3. Access Call Recordings &Voicemails in Help Scout

Help Scout integration allows you to easily access all of your KrispCall’s call recordings and voicemails on Help Scout’s interface. This will help the agents review the details of ongoing and past interactions and gather insights that help follow up on customer inquiries.

With this feature, businesses can facilitate collaboration and easily get references for past conversations.

4. View Notes & Tags in Help Scout

KrispCall Help Scout integration helps you to have a look at all of KrispCall’s call notes and contact tags within the Help Scout dashboard. By using this feature, the support agents will be able to gain an overview of all the interactions.

They can also use this information to personalize their ongoing interactions, prioritize tasks, and provide tailored support. It is one of the best features to manage and track customer details.

Benefits of Integrating Help Scout with KrispCall

KrispCall’s integration with Help Scout will let you enjoy numerous benefits, some of which include:

1. Better Conversation Management

The combination of KrispCall with Help Scout allows sales reps to easily access customer call histories, voicemails, tags, notes, etc., within the Help Scout interface.

With everything neatly organized in one place, reps can provide a personalized experience for customers. They can pick up conversations right where they left off and then start the conversation with the information they need to make each interaction meaningful.

2. Contextual Customer Support

The integration of KrispCall and Help Scout can help agents provide contextual customer support as they can access relevant customer data and call history directly within Help Scout.

They can see past interactions, understand preferences, and even anticipate needs. It's all about providing that personal touch, making customers feel like they're talking to someone who really gets them.

3. Streamlined Support Workflow

This integration allows agents to start, answer, and log calls directly from Help Scout. This will smooth out the support workflow since there is no need for manual data entry and switching between multiple platforms.

4. Enhanced Agent Productivity

With the KrispCall and Help Scout integration, sales reps are equipped with a powerful toolkit to enhance their productivity. The KrispCall + Help Scout integration allows sales reps to use the KrispCall analytics feature and the Help Scout ticketing system to address customers' problems more efficiently. This will help to get great improvements in the sales rep's productivity.

5. Optimized Call Making

By integrating KrispCall and Help Scout, agents can start a call with just a few clicks, have access to customer histories right away, and make customer interactions more efficient. This call optimization results in shorter sales cycles and perfect record-keeping.

How to Integrate Help Scout with KrispCall?

Integrating KrispCall with Help Scout is an easy process. You just have to strictly follow the setup process.

Here’s how you can integrate help Scout with KrispCall:

Step 1: Log in to your KrispCall account and Go to Settings.

Step 2: In the Settings menu, you'll find Integrations under App Settings. Click on it.

Step 3: Clicking this will bring up a list of business tools and CRM software you can integrate with KrispCall. To integrate KrispCall with Help Scout, click on the Connect → button just below Help Scout.

Step 4: Upon clicking a new pop-up window asking you to accept or reject the integration of the Help Scout account you want to integrate with KrispCall on already login to the Help Scout account.

Step 5: Then, a new page appears, asking you to select a mailbox to integrate with KrispCall. You need to select that mailbox and click the connect option.

Note: Mailboxes can be multiple based on the available mailbox in the Help Scout account if multiple users are available. It indicates that the selected mailbox will be responsible for syncing call logs in Help Scout. Also, the mailbox is created during the sign-up flow in Help Scout.

Step 6: Now, when you click the accept button, you will be directly redirected to the KrispCall application, and a successful integration message will pop up on the screen.

Integration Setting

After Help Scout is integrated into KrispCall, users can enable/disable different settings. The first one is the general setting.

Point to remember: When the integration is done for the first time, all the setting options for general and workflow settings will be on by default.

1. General Settings

In the three dots of active integration, you will find two options, i.e., Edit and Delete. Under Edit, you will find a list of settings.

The general setting window opens right after clicking the edit option. Again, there are three settings options available under these general settings.

Create new contacts for calls: Add new contacts to the address book in Help Scout. This option offers one-way contact syncing, i.e., contacts created in KrispCall will be synced to Help Scout if the toggle is on.
Contacts 2-Way sync: The contacts that are added and updated in KrispCall must synchronize in Help Scout and vice versa. This option is used for two-way contact syncing, where contacts created and updated in KrispCall are synced to Help Scout and vice-versa when the toggle is on. When the toggle button is on, the initial contact in Help Scout and KrispCall gets synced with each other.
Note: Webhook is not provided for two-way sync, so it is not implemented for now
Noted logging: Helps in dropping notes in call details. This option saves/syncs notes to Help Scout but only when the toggle is on.

2. Workflow Settings

The workflow setting is present just after the general settings. You can click or change the mouse pointer to open the workflow setting options. Under workflow settings, there are five settings options available.

Log outgoing answered calls as “Calls (Engagements) / Disabled”: If you disable it, the log of outgoing answered calls will not be saved/synced. But if you choose calls(engagements), the log of outgoing answered calls will be saved/synced.
Log outgoing unanswered calls as Calls (Engagements) / Disabled: When you disable the log of outgoing unanswered calls, it will not be saved/synced. However, by making calls (Engagements), the log will be saved/synced.
Log incoming answered calls as Calls (Engagements) / Disabled. After you disable the call, the log of incoming answered calls will not be saved/synced. But if you make calls(engagements), the log of incoming answered calls will be saved/synced.
Log incoming unanswered calls as Calls(Engagements)/ Disabled. If you disable the log of incoming unanswered calls, it will not be saved/synced. By making calls(engagements), the log of incoming unanswered calls will be saved/synced.
Log voicemails as Calls(Engagements) / Disabled: The disable option will not save/sync the voicemails. However, you can make calls(engagements) to save/sync the voicemails.

3. Connected Numbers

After the workflow setting is the “Connected numbers setting.” As you change/click the mouse pointer, the connected numbers setting option opens. Under connected numbers, you will only find one option available.

Log phone calls for these phone numbers: The options there will show you the list of available numbers in the respective workspace. This setting helps ensure the log of the selected number will only be saved on Help Scout.

Note: If no number is selected here, then call logs will not be synced.

Updated on: 06/05/2024

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