Troops Brings Hubspot, Zendesk, Jira, and Intercom Data to Slack and Microsoft Teams
Troops.ai announced that its revenue communications platform is now available for Hubspot, Intercom, Zendesk, and Jira enterprise applications and the Microsoft Teams communication and collaboration platform. Partnerships with these leading software companies will allow users to input, retrieve, and take action on customer and prospect data at moments of impact. This new functionality augments existing Troops flagship Salesforce and Slack services.
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Through intelligent, AI-powered “Signals,” salespeople, customer service representatives, product developers, and marketers can receive alerts to critical developments and upcoming milestones on key accounts, immediately collaborate with team members, and take appropriate action—hold group discussions, assign action items to team members, or make changes to customer records—without leaving Microsoft Teams or Slack. Troops, which is used by hyper-growth companies Twilio, DoorDash, Snap, and Shopify, among many others, empower employees who touch the customer and prospect relationships to proactively address potential issues and reach out to clients at the optimal time in their journey. For example:
- Sales managers can view all Hubspot or Salesforce records of deals that are set to close in the quarter and confirm with sales reps that they are still on track
- Managers can provide appropriate coaching to a sales rep whose deal was pushed to the following quarter, according to Hubspot or Salesforce records
- A Signal can notify reps of unresolved bugs remaining in a pilot in Zendesk that is closing in two weeks
- When a target progresses to a late stage in the sales cycle, a Signal can trigger creation of a ticket in Jira to start a technical scope
- Customer care agents can receive immediate notice of an increase in product adoption by a tier 2 customer in Intercom and schedule a call to upsell that client
As a result, customer data from all key CRM, sales, and martech apps come to the right people at the right time in their preferred real-time communications tool.
“With everyone’s workload increasing, companies are demanding more automation. Troops’s automation tools are designed with humans—end users—in mind, empowering employees to automate their own tasks in minutes and scale their effectiveness,” said Ziv Peled, Chief Customer Officer at AppsFlyer. “Troops has done a great job with Salesforce, and I am incredibly excited to use the company’s solution for Zendesk, Intercom, Hubspot, and other apps. With Troops, we respond to customers more quickly, close deals faster, and increase deal sizes by sharing knowledge across our teams at critical junctures.”
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“Consumerizing” Enterprise App Customer Data
Anyone in the enterprise can create Troops Signals without the need for custom coding or the specialized expertise of an application developer or operations professional. Troops serve as a “System of Intelligence” that connects Systems of Record (i.e., enterprise applications) to Systems of Engagement (e.g., Slack, Teams). By adding an effective data-delivery component to these customer apps, which traditionally excel at storing and reporting information, Troops shepherds actionable customer data through that “last mile” to sales, marketing, or customer service reps at a hypercritical moment of need. Troops further “consumerizes” enterprise apps by allowing users to create “feeds” in Microsoft Teams and Slack showing deals won, deals lost, open tickets, the number of white papers downloaded, or any one of hundreds of other data categories.
Unlike integration-platform-as-a-service (iPaaS) solutions and other data workflows, Troops Signals do more than just automate monotonous tasks; they deliver critical information that requires thought, analysis, and collaboration from individuals who are responsible for go-to-market strategies and revenue generation. Employees can create and customize Troops Signals in minutes without assistance from IT or operations professionals.
Depending on their size, companies house anywhere from 40 to 200 or more enterprise apps. Employees from customer-facing functions lose several hours of productivity each week to data entry and toggling back and forth between apps that contain as many as 100 fields—sales reps spend an average of 30 percent of their day maintaining database contacts.
Troops capabilities have only taken on greater importance in the COVID-19 pandemic. With remote work now the norm, companies are placing a larger premium on intelligent, easy-to-use technology that fosters expedient collaboration and keeps teams in sync.
“Troops strives to make it as easy to work with critical enterprise-application data as it is to use a smartphone. Everything is designed to work in an intuitive and natural way for humans—we call it ‘Software-at-your-Service,’” said Dan Reich, CEO of Troops. “By bringing Hubspot, Zendesk, Jira, and Intercom data into Microsoft Teams and Slack, sales, marketing, customer success, and product teams can focus on doing what they do best—staying on top and ahead of customer needs, improving the client experience, driving sales, and growing revenue.”