{"id":858,"date":"2017-01-20T02:02:53","date_gmt":"2017-01-20T07:02:53","guid":{"rendered":"https:\/\/blog2wrkdev.wpenginepowered.com\/automating-customer-service-smart-onboarding-and-a-360-customer-view\/"},"modified":"2026-09-29T06:33:26","modified_gmt":"2026-09-29T10:33:26","slug":"automating-customer-service-smart-onboarding-and-a-360-customer-view","status":"publish","type":"post","link":"https:\/\/blog2workato.wpengine.com\/automating-customer-service-smart-onboarding-and-a-360-customer-view\/","title":{"rendered":"Automating Customer Service: Smart Onboarding and a 360\u00b0 Customer View"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><em>This is part of our series <a href=\"https:\/\/resources.workato.com\/inside-workatos-kitchen-ebook\/\">Inside Workato&#8217;s Kitchen<\/a> where we show you how we use our own product to automate each section of the business.&nbsp;<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In a modern company, each department has their own best-of-breed cloud app that provides the best system for that particular job function. However, the&nbsp;reality is that no department can operate in a vacuum and the need to constantly share information with other branches of the business is not only unavoidable but also healthy. This is especially true for Customer Service, a branch that often acts as a triaging machine for all communication coming into the company. Customer Service Apps like Zendesk, FreshDesk, Intercom, ServiceNow and many more field customer inquiries, track issues, and allow the Customer Service team to assign the correct issues to the correct group of&nbsp;people at the company.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With all the information coming into the Customer Service App like customer inquiries, customer feedback, new partnership communication, and press outreach a strong ticketing system is needed to keep these issues organized. These ticketing apps optimize the Customer Service team&#8217;s time but without sharing information between other apps like your CRM or Customer Message Platform, many issues arise.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Related: <a href=\"https:\/\/www.workato.com\/the-connector\/modern-customer-360\/\">How a modern customer 360 works<\/a><\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><u>Common Customer Service Problems<\/u><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Key information and tracking from one system is not viewable in another system.<\/li>\n\n\n\n<li>Only past support tickets from a customer are viewable, leaving the agent in the dark on other customer touchstones that occurred in other apps.<\/li>\n\n\n\n<li>Alerting members of other teams, like engineering, who operate in other applications is manual, error-prone, and breaks concentration.<\/li>\n\n\n\n<li>SMS messaging customers needs to be done on a phone then manually logged.<\/li>\n\n\n\n<li>The most relevant customer data can get lost as we track more and more information about the customer.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Collaboration is key in providing the best customer service, but simply assigning tickets to other departments&nbsp;requires that department to context switch, leave their primary app to view the email alert, then log into the customer service app, only to go back to the primary app to take care of the issue. Every company needs to provide smart customer&nbsp;on boarding, an instant 360 degree view of the customer, and easy collaboration between departments.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here at Workato we have been faced with these same challenges and now we&#8217;ll share how we&#8217;ve used integration to overcome the. In the Customer Service segment of this series we&#8217;ll&nbsp;cover the solutions we&#8217;ve created for the Workato Customer Success Team in the following&nbsp;categories:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Smart&nbsp;customer&nbsp;and&nbsp;partner&nbsp;on&nbsp;boarding<\/li>\n\n\n\n<li>Support&nbsp;experience&nbsp;optimization&nbsp;based&nbsp;on&nbsp;<a href=\"https:\/\/www.workato.com\/the-connector\/what-is-customer-360\/\">customer&nbsp;360\u00b0&nbsp;data<\/a><\/li>\n\n\n\n<li>Product&nbsp;trial,&nbsp;upsell&nbsp;and&nbsp;renewal&nbsp;optimization<\/li>\n\n\n\n<li>Support&nbsp;and&nbsp;engineering&nbsp;synchronization<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><u>Smart Customer and Partner On-boarding<\/u><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><em><strong>Customer On-boarding with Google Sheets, Twilio, FreshDesk, Salesforce, and Slack<\/strong><\/em><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/customer-service-1.png\" alt=\"\" class=\"wp-image-3045\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">At Workato, we want to engage our new customers immediately and do everything we can to make them successful on our platform. As part of this effort, we wend out an SMS message to new users automatically using Twilio. If the customer responds and wants to learn more, the Customer Success (CS) team needs to triage the message and assign it to the relevant department (i.e&nbsp;Sales,&nbsp;Technical&nbsp;Support) and then&nbsp;respond&nbsp;to&nbsp;the&nbsp;SMS.&nbsp;When implementing this process, we began to run into some common issues &#8211; First, it is difficult to manage SMS requests&nbsp;without having an agent on call using a mobile phone at all times therefore, Twilio needed to be integrated&nbsp;with FreshDesk so all CS agents could access the SMS messages. Second, the SMS replies needed to be triaged by a CS agent so they know which group or agent the message should be assigned to depending on the contents of the message. Last, our agents needed the ability to connect the SMS replies with the corresponding FreshDesk Ticket and the corresponding customer profile so the messages could be tracked and the customer information is up to date in all systems.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In order to streamline SMS management we created a Workato recipe to post SMS replies on FreshDesk and another recipe to allow agents to reply via SMS in the same FreshDesk ticket eliminating the need for reps to manage a separate phone system. We created a Google Sheet to act as a database for SMS communication and track who sent what since there may be time&nbsp;in-between the initial outreach and when the customer&nbsp;replies.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The&nbsp;<a href=\"https:\/\/www.workato.com\/recipes\/140737\">recipe&nbsp;for&nbsp;Inbound&nbsp;SMS&nbsp;messages<\/a>&nbsp;creates&nbsp;or&nbsp;updates&nbsp;a&nbsp;FreshDesk&nbsp;Ticket&nbsp;when&nbsp;Twilio&nbsp;receives&nbsp;an&nbsp;SMS but it does a series of other steps to keep all systems in sync. When an SMS message is received via Twilio, the recipe will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Search the&nbsp;<b>Google Sheet<\/b>&nbsp;for an existing entry of the person who replied, if it doesn&#8217;t exist, create a new entry<\/li>\n\n\n\n<li>If the ID number of an existing&nbsp;<b>FreshDesk<\/b>&nbsp;ticket is not there, create a new ticket in Freshdesk and add the ID to Google Sheets<\/li>\n\n\n\n<li>If the Freshdesk ID number is present, add a note in FreshDesk, update the ticket<\/li>\n\n\n\n<li>Search for the Customer in&nbsp;<b>Salesforce<\/b>&nbsp;and&nbsp;Post in&nbsp;<b>Slack<\/b>&nbsp;that an SMS message has been received with the Salesforce ID for the customer and what the message said<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/www.workato.com\/recipes\/140737#recipe\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/twilio-to-sf1.png\" alt=\"\" class=\"wp-image-3054\"\/><\/a><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">The&nbsp;<a href=\"https:\/\/www.workato.com\/recipes\/273601#recipe\">recipe&nbsp;for&nbsp;Outbound&nbsp;SMS&nbsp;messages<\/a>&nbsp;allows&nbsp;the&nbsp;agent&nbsp;to&nbsp;send&nbsp;replies straight from&nbsp;the&nbsp;Freshdesk&nbsp;ticket,&nbsp;taking&nbsp;care&nbsp;of&nbsp;all&nbsp;tracking&nbsp;needs&nbsp;by&nbsp;keeping&nbsp;the&nbsp;conversation&nbsp;linked&nbsp;to&nbsp;the&nbsp;customer\u2019s&nbsp;profile.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.workato.com\/recipes\/273601#recipe\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3056\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/twilio-response.png\" width=\"483\" height=\"172\"><\/a><br>Making&nbsp;SMS&nbsp;text&nbsp;messages&nbsp;an&nbsp;easy&nbsp;option&nbsp;for&nbsp;both&nbsp;our&nbsp;leads&nbsp;and&nbsp;our&nbsp;customer&nbsp;success&nbsp;team&nbsp;by&nbsp;integrating&nbsp;Twilio&nbsp;and&nbsp;Freshdesk&nbsp;allows&nbsp;for&nbsp;more&nbsp;personalized&nbsp;interaction&nbsp;with&nbsp;customers.&nbsp;In&nbsp;fact,&nbsp;some&nbsp;customers&nbsp;prefer&nbsp;texting&nbsp;us&nbsp;instead&nbsp;of&nbsp;going&nbsp;to&nbsp;<a dir=\"ltr\" href=\"https:\/\/workato.com\/\" target=\"_blank\" rel=\"noopener\">Workato.com<\/a>&nbsp;to&nbsp;Live&nbsp;Chat&nbsp;or&nbsp;submitting&nbsp;a&nbsp;ticket&nbsp;on&nbsp;Freshdesk.&nbsp;The&nbsp;Customer&nbsp;Success&nbsp;team&nbsp;does&nbsp;not&nbsp;need&nbsp;to&nbsp;manage&nbsp;a&nbsp;separate&nbsp;app or be on a physical cell phone in order to reply to SMS messages from customers and they can quickly see the customer&#8217;s Salesforce profile.&nbsp;With this Workato integration, the Customer Success team can simply reply to tickets and not worry about tracking or how it will get to the customer making their&nbsp;job&nbsp;more&nbsp;efficient&nbsp;and&nbsp;allowing for&nbsp;faster&nbsp;response&nbsp;times.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em><b>Partner On-Boarding with QuickBase and Slack<\/b><\/em><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/customer-service-2.png\" alt=\"\" class=\"wp-image-3046\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Workato has strategic partnerships with other companies such as Apple, Infusionsoft, Intacct and more to bring Integration capabilities to their customers. Our partnership with QuickBase includes special&nbsp;QuickBase&nbsp;plans for Workato that are priced by the number of user licenses the customer has in their QuickBase account. When on-boarding new customers who are on a QuickBase plan, we need to&nbsp;see&nbsp;how&nbsp;many&nbsp;user&nbsp;licenses&nbsp;the&nbsp;customers&nbsp;has. QuickBase allows us to access that information and&nbsp;see&nbsp;some&nbsp;details&nbsp;of&nbsp;their&nbsp;QuickBase&nbsp;subscription in order to verify that the information the user has given is accurate.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As our partnership unfolded, we realized there was no easy or quick way to view a customer&#8217;s user licenses in QuickBase and it was a pain to manually log into yet another app just to check on licenses. Because QuickBase was giving us limited access to a&nbsp;preexisting system, integration was the best way to make this information readily available for our team. We decided to go a step&nbsp;further by making the information accessible straight from Slack.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We&nbsp;created&nbsp;a&nbsp;<a href=\"https:\/\/www.workato.com\/recipes\/323387\">Workbot&nbsp;for&nbsp;Slack&nbsp;recipe<\/a>&nbsp;that&nbsp;allows any Workato employee to&nbsp;enter&nbsp;the&nbsp;email&nbsp;address&nbsp;of&nbsp;the&nbsp;customer in Slack. Workbot queries&nbsp;the email&nbsp;in&nbsp;a&nbsp;shared&nbsp;Quickbase&nbsp;app&nbsp;and&nbsp;returns&nbsp;the&nbsp;plan&nbsp;and&nbsp;user&nbsp;license&nbsp;numbers&nbsp;to&nbsp;the&nbsp;requester right to Slack.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/www.workato.com\/recipes\/323387-quickbase-get-user-s-quickbase-plan-details\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/workbot-quickbase-plan.png\" alt=\"\" class=\"wp-image-3158\"\/><\/a><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Making&nbsp;the&nbsp;Quickbase&nbsp;customer\u2019s&nbsp;plan&nbsp;information&nbsp;readily&nbsp;available&nbsp;in&nbsp;Slack&nbsp;allows&nbsp;the&nbsp;Account&nbsp;Management&nbsp;team&nbsp;to&nbsp;verify&nbsp;information&nbsp;given&nbsp;by&nbsp;users&nbsp;quickly&nbsp;and&nbsp;resolve&nbsp;customer&nbsp;requests&nbsp;in&nbsp;a&nbsp;much&nbsp;faster&nbsp;time&nbsp;frame.<br><em>&nbsp;<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><em><u>Support&nbsp;experience&nbsp;optimization&nbsp;based&nbsp;on&nbsp;customer&nbsp;360\u00b0 data<\/u><\/em><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><em><b>Syncing FreshDesk and Intercom for a Full View of the Customer<\/b><\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3047\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/customer-service-3-e1483575150708.png\" alt=\"\" width=\"461\" height=\"163\"><br>User&nbsp;information&nbsp;from&nbsp;the&nbsp;Workato&nbsp;platform&nbsp;is&nbsp;sent&nbsp;to&nbsp;Intercom&nbsp;which&nbsp;acts&nbsp;like&nbsp;our&nbsp;User&nbsp;Data&nbsp;Storage&nbsp;System and is also used to communicate with customers.&nbsp;Workato&nbsp;Support&nbsp;handles incoming tickets\/emails&nbsp;via&nbsp;FreshDesk.&nbsp;FreshDesk&nbsp;Contacts&nbsp;have&nbsp;a&nbsp;1-1&nbsp;relationship&nbsp;with&nbsp;Salesforce&nbsp;Leads&nbsp;\/&nbsp;Contact. Without these systems working together, all of our&nbsp;customer&nbsp;information&nbsp;is&nbsp;in&nbsp;Intercom&nbsp;and&nbsp;not&nbsp;viewable&nbsp;in&nbsp;FreshDesk&nbsp;or in the customer Tickets.&nbsp;That&nbsp;means&nbsp;whenever&nbsp;a&nbsp;FreshDesk&nbsp;ticket&nbsp;is&nbsp;created,&nbsp;Customer&nbsp;Success&nbsp;Agents&nbsp;have&nbsp;to&nbsp;go&nbsp;into&nbsp;Intercom&nbsp;to&nbsp;check&nbsp;account&nbsp;details&nbsp;manually,&nbsp;then&nbsp;go&nbsp;back&nbsp;to&nbsp;FreshDesk&nbsp;to&nbsp;solve&nbsp;the&nbsp;problem&nbsp;and&nbsp;communicate&nbsp;with&nbsp;the&nbsp;customer.&nbsp;We&nbsp;need&nbsp;the&nbsp;customer&nbsp;account&nbsp;information&nbsp;to&nbsp;show&nbsp;inside&nbsp;of&nbsp;the&nbsp;ticket&nbsp;so&nbsp;the&nbsp;agent&nbsp;can&nbsp;view&nbsp;customer&nbsp;data&nbsp;from&nbsp;Intercom&nbsp;in&nbsp;FreshDesk which means we need to sync custom fields. Unfortunately, there&nbsp;is&nbsp;no&nbsp;out of the box way&nbsp;to&nbsp;integrate&nbsp;custom&nbsp;fields&nbsp;in&nbsp;Intercom&nbsp;and&nbsp;FreshDesk, as existing&nbsp;integrations&nbsp;between&nbsp;FreshDesk&nbsp;and&nbsp;Intercom&nbsp;are&nbsp;extremely&nbsp;weak&nbsp;or&nbsp;non-existent.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To solve this problem and get our customer data into the correct Freshdesk ticket, we created custom fields in the ticket and a contact in Freshdesk to store information about the customer. Our Workato recipes trigger whenever a Freshdesk ticket is updated and then pulls the relevant information from Intercom and populates the Freshdesk ticket.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.workato.com\/recipes\/248704#recipe\">Freshdesk Tickets to Intercom<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/www.workato.com\/recipes\/248704#recipe\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Screen-Shot-2017-01-04-at-7.17.13-PM.png\" alt=\"\" class=\"wp-image-3057\"\/><\/a><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.workato.com\/recipes\/248694#recipe\">Freshdesk Contact to Intercom<\/a><br><a href=\"https:\/\/www.workato.com\/recipes\/248694#recipe\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3058\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Screen-Shot-2017-01-04-at-7.21.15-PM.png\" width=\"443\" height=\"158\"><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This is huge for our CS team and saves each Customer Success Agent at least 5 minutes per ticket as they no&nbsp;longer&nbsp;have&nbsp;to&nbsp;switch&nbsp;back&nbsp;and&nbsp;forth&nbsp;between&nbsp;Intercom&nbsp;and&nbsp;FreshDesk. This saves the team around 60 hours per month and saves the company about $2,400 a month in labor costs. This&nbsp;integration&nbsp;also&nbsp;allows&nbsp;for&nbsp;better&nbsp;routing&nbsp;of&nbsp;users&nbsp;to&nbsp;different&nbsp;team&nbsp;members&nbsp;so&nbsp;that&nbsp;users&nbsp;on&nbsp;different&nbsp;Workato&nbsp;Plans&nbsp;with&nbsp;different&nbsp;service&nbsp;tiers&nbsp;receive&nbsp;the&nbsp;correct&nbsp;support.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em><b>Enhancing Intercom to Show the Information Our Agents Need<\/b><\/em><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/customer-service-4-scaled.png\" alt=\"\" class=\"wp-image-3048\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">There&nbsp;are&nbsp;different&nbsp;tiers&nbsp;of&nbsp;Workato&nbsp;plans&nbsp;that&nbsp;provide&nbsp;different&nbsp;levels&nbsp;of&nbsp;support.&nbsp;Although&nbsp;live&nbsp;chat&nbsp;is&nbsp;available&nbsp;to&nbsp;all&nbsp;users,&nbsp;first&nbsp;line&nbsp;Customer&nbsp;Success&nbsp;agents&nbsp;must&nbsp;discern&nbsp;where&nbsp;to&nbsp;route&nbsp;the&nbsp;request.&nbsp;If&nbsp;the&nbsp;user&nbsp;is&nbsp;on&nbsp;a&nbsp;high-support&nbsp;plan&nbsp;they&nbsp;need&nbsp;an&nbsp;immediate&nbsp;answer&nbsp;on&nbsp;chat,&nbsp;whereas&nbsp;a&nbsp;low-support&nbsp;plan&nbsp;may&nbsp;require&nbsp;the&nbsp;request&nbsp;to&nbsp;be&nbsp;sent&nbsp;to&nbsp;our&nbsp;ticketing&nbsp;portal&nbsp;if&nbsp;the&nbsp;question&nbsp;can\u2019t&nbsp;be&nbsp;immediate&nbsp;dealt&nbsp;with.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With&nbsp;the&nbsp;150+&nbsp;attributes&nbsp;in&nbsp;Intercom,&nbsp;it&nbsp;is&nbsp;time&nbsp;consuming&nbsp;and&nbsp;confusing&nbsp;for&nbsp;the&nbsp;agent&nbsp;to&nbsp;scroll&nbsp;through&nbsp;all&nbsp;of&nbsp;them&nbsp;in&nbsp;order&nbsp;to&nbsp;find&nbsp;key&nbsp;pieces&nbsp;of&nbsp;customer&nbsp;data&nbsp;required&nbsp;to&nbsp;make&nbsp;this&nbsp;decision. Unfortunately, there&nbsp;is&nbsp;no&nbsp;quick&nbsp;way&nbsp;for&nbsp;agents&nbsp;to&nbsp;see&nbsp;key&nbsp;customer&nbsp;details&nbsp;like&nbsp;plan&nbsp;and&nbsp;trial&nbsp;status&nbsp;in&nbsp;the&nbsp;conversation&nbsp;itself.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To optimize our CS agent&#8217;s time in Intercom, we&nbsp;created&nbsp;<a href=\"https:\/\/www.workato.com\/recipes\/330148#recipe\">a&nbsp;recipe&nbsp;that&nbsp;triggers&nbsp;when&nbsp;a&nbsp;conversation&nbsp;is&nbsp;created&nbsp;in&nbsp;Intercom<\/a>.&nbsp;The&nbsp;recipe&nbsp;searches&nbsp;in&nbsp;Intercom&nbsp;for&nbsp;user&nbsp;data&nbsp;like&nbsp;what&nbsp;plan&nbsp;the&nbsp;user&nbsp;is&nbsp;on&nbsp;and&nbsp;creates&nbsp;a&nbsp;note&nbsp;in&nbsp;the&nbsp;conversation&nbsp;itself&nbsp;to&nbsp;display&nbsp;key&nbsp;customer&nbsp;data&nbsp;to&nbsp;the&nbsp;agent&nbsp;replying.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/www.workato.com\/recipes\/330148#recipe\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Screen-Shot-2017-01-06-at-5.03.50-PM.png\" alt=\"\" class=\"wp-image-3087\"\/><\/a><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">By&nbsp;moving&nbsp;the&nbsp;relevant&nbsp;user&nbsp;data&nbsp;to&nbsp;the&nbsp;forefront&nbsp;of&nbsp;Intercom&nbsp;chat,&nbsp;the&nbsp;Customer&nbsp;Success&nbsp;agents&nbsp;can&nbsp;give&nbsp;appropriate&nbsp;responses&nbsp;to&nbsp;customers&nbsp;on&nbsp;live&nbsp;chat&nbsp;based&nbsp;on&nbsp;their&nbsp;support&nbsp;tiers&nbsp;and&nbsp;view&nbsp;key&nbsp;customer&nbsp;information&nbsp;easily.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/resources.workato.com\/inside-workatos-kitchen-ebook\/\"><img decoding=\"async\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Ebook-Graphic-2-768x384.png\" alt=\"\" class=\"wp-image-3429\"\/><\/a><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/resources.workato.com\/inside-workatos-kitchen-ebook\/\">Get our full book &#8216;Inside Workato&#8217;s Kitchen&#8217; to see how we automated our business from Sales to DevOps &gt;<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>This is part of our series Inside Workato&#8217;s Kitchen where we show you how we use our own product to automate each section of the business.&nbsp; In a modern company, each department has their own best-of-breed cloud app that provides the best system for that particular job function. However, the&nbsp;reality is that no department can [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":11733,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[31],"tags":[],"class_list":["post-858","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-automation-integration"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Automating Customer Service: Smart Onboarding and a 360\u00b0 Customer View - Workato<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog2workato.wpengine.com\/automating-customer-service-smart-onboarding-and-a-360-customer-view\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Automating Customer Service: Smart Onboarding and a 360\u00b0 Customer View - Workato\" \/>\n<meta property=\"og:description\" content=\"This is part of our series Inside Workato&#8217;s Kitchen where we show you how we use our own product to automate each section of the business.&nbsp; In a modern company, each department has their own best-of-breed cloud app that provides the best system for that particular job function. 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