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Salesforce Experience Cloud and its Benefits
What if you could deliver amazing experiences that were personalised for your customers and partners? With Experience Cloud you can build sites, portals and forums faster than ever. You can start from a selection of pre-built templates, like a self-service community, where your customers can help each other including case deflection and customer engagement, or a personalised portal where your customers can securely access data and take action from any device. Extend the power of your CRM data to your partners so that they can manage their business faster. And because you are building a digital experience on salesforce, you can extend your CRM to everyone in your community. Drag and drop components, content and processes. Change the UI of your experience as per your brand and use your CRM data to personalise it for every user. You can also develop your custom components and themes and even access pre-built components and solutions on the AppExchange to innovate faster.
Going digital is the way forward today. The pandemic has revealed two facts about business transformation: the digital experience is necessary for businesses to survive, and customers expect to interact online with companies effortlessly and intuitively. Digital experiences that connect customers and facilitate a digital transformation, empowers them to engage and take action.
To make this leap to go all-digital, partner with an experienced Salesforce Consulting Company and get going on these 3 points:
Go to Market with your experiences ASAP
And update them even faster to adapt to what’s evolving with market trends as well as within your own business.
Create personalised and actionable customer interactions
One you integrate all customer data and business processes on a unified platform, it will empower your customers to take swift action.
Deliver a uniform multichannel customer journey across all touchpoints
Customers must feel compelled to “stick” to the digital ecosystem you have created for them.
Image Source – salesforce.org
These needs have been the driving parameters behind the creation of Experience Cloud, and today many businesses are creating an endless ensemble of digital experiences that are critical to their mission and goals.
What is Experience Cloud?
Experience Cloud empowers customers to go-to-market faster, deliver data driven experiences, and connect everything together to deliver a seamless customer journey, all of which gives them a clear competitive edge.
With Experience Cloud companies can quickly deploy portals, websites, mobile apps, and many other digital touch points to engage with customers, and digitize business processes to move faster in the digital world.
Experience Cloud brings together Experience Builder, Salesforce CMS, Mobile Publisher, and a suite of in-house apps to power the entire customer journey. All of this, integrated with the power of the world’s #1 CRM.
Discover the experience that is driving customer relationships and revenue.
Pre-built apps. Drag-and-drop tools. Code-less way to help you grow.
Create without waiting.
Empower your teams to iterate in an agile framework and deliver engaging digital experiences using prebuilt apps in a virtually code-less environment.
Do data the right way.
Deliver personalized content with AI-driven processes. Foster long lasting stronger relationships through a unified platform.
Unite your teams and empower customers with foresight.
Deliver seamless experiences and actionable insight across teams.
Image Source – salesforce.org
Here are some benefits you can derive from the digital experience built on the World’s most powerful CRM platform
BUILD YOUR EXPERIENCE
Customise your experience to align with your requirements.
Business Integration
Deliver digital experiences with data across systems, anywhere. Customers can create and escalate support cases. Partners can update opportunities and qualify leads. Employees can access and share files.
Personalisation
Connect with experts, groups, and content with automated suggestions. Recommendations are based on individual behaviour, needs and interests which facilitates greater community participation.
Customisation and Branding
Customise Experience Cloud to align with your brand and widen your digital experiences. Create awesome, easy-to-use interactive environments.
Mobile
Collaborate anywhere, from any device. Access digital experiences through any device. Deliver powerful, custom branded, mobile-responsive experiences anywhere.
Lightning Bolt
Effortlessly create future ready experiences and portals that seamlessly integrate with Salesforce.
Topics
Access all information with auto-generated pages based on relevant topics. Aggregate content – discussions, files, groups, and experts in a single view.
Chatter Collaboration
Empower employees to collaborate on tasks, find experts, get updates, and more. Foster an innovative workplace where anyone from anywhere can contribute.
Groups
Structure your online conversations and activities. Create groups for an upcoming event, a new project, or a campaign. Share files and information and content across teams.
CONNECT YOUR CUSTOMERS
Deliver 5 star service with powerful, user friendly portals and experiences, with intelligent self-service.
Knowledge
Empower your customers to help themselves and enable your agents to work smarter, with easy access to knowledge base content and the collective wisdom of the community.
Case Escalation
Customers can create cases on their own, followed by automated escalation based on keywords, or if a query goes unresolved. Agents can answer publicly or privately.
Engagement
Recognize the most active members in the community and make them stand out by associating them with customizable badges. Empower members to create a vibrant community by allowing them to endorse each other for specific skills and expertise.
Ecommerce
Integrate your ecommerce platform and enable customers to search and buy products in one branded, device friendly social environment thereby creating new purchasing opportunities
Experience Management
Measure and analyse metrics, such as adoption and engagement, popular topics, users and groups by utilizing preconfigured and customisable Lightning dashboards in the experience management console.
GROW PARTNER SALES
Fast track your sales channels by connecting directly with distributors, resellers and partners.
Sales Force Automation
Share contacts, leads, and records with partners. Integrate easily with third-party systems to centralise pricing, inventory, and other relevant data.
Data Sharing
Connect product experts and partners and customise sharing settings to enable partners to access only relevant information.
Actions
Take appropriate action promptly right in the feed. Convert leads to opportunities and approve or adjust allocated marketing spends. Design customised actions for third party app integrations.
Dashboards and Reports
Track, monitor and manage partner performance, share reports and dashboards and ensure alignment on key business objectives. Get deep insight with Einstein Analytics by connecting with any external data source.
Customer 360 vision is the foundation of the Salesforce’s digital experience platform (DXP). Work with your Salesforce Consultant to deliver connected, rich digital experiences — fast. Reimagine the customer experience, drive customer engagement, and fast-track growth across industries with data-driven, powerful UI experiences.
Want to know more about enriching customer experience?
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About Author
Indranil is a technology enthusiast with over 25 years of experience in project management, operations, technology and business development. Indranil has led project teams in egovernance, business process re-engineering, product development and worked with Government and Corporate customers. Indranil truly believes in the power of technology to drive productivity and growth for teams and businesses.
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