It would rather be an understatement to say that AI (Artificial intelligence) has grown in popularity as an extremely effective marketing tool over the past few years. It has indeed disrupted the business ecosystem and has transformed the way businesses conduct themselves. So, before we explore the benefits of AI for businesses, let’s understand what Artificial Intelligence is all about?
Unlike the way AI has been represented in movies, it is an amalgamation of multiple technologies such as machine learning and deep learning capabilities that work in tandem with each other.The technology can be leveraged to analyse data while providing with predictions that are easy to follow and recommendations to make more rapid and informed decisions. This will not just ensure operational efficiency but will also improve business growth and productivity. Today, organizations can make the most of AI-integrated CRM systems such as Salesforce Einstein to boost their decision- making process, and improve the customer experience.
What is Salesforce Einstein?
Salesforce Einstein amalgamates the AI technology with the Salesforce CRM. It uses data gathered as a result of all the user activity to provide predictive analysis, natural language processing (NLP), and machine learning to the customers. Salesforce Einstein accumulates all the past data and analyzes them against pre-defined sets of parameters to create data models that are tested on enormous data sets to provide with predictions and recommendations. Salesforce Einstein allows users to know what is following in a similar situation or what act or activity affected the situation perfectly when similar cases existed in the past. However, once a model is created, Einstein not just uses it till the end but runs the model on incoming messages to check if further changes are required. This allows Einstein to provide precise recommendations and forecasts. It is prudent to partner with one of the best Salesforce consultants to know about the benefits of this amazing platform.
What are the Benefits of Salesforce Einstein?
Marketing + Einstein:
Predictive Lead Scoring and email personalization: Salesforce Einstein can help marketers perform engagement scoring. Depending on the characteristic of every customer, Einstein can see how likely they are to engage with their content and then recommend personalized email content based on their preferences. This leaves marketers with sufficient time to spend time more productively.
Track Social Media Post: Einstein can organize different social media posts into predefined categories to segregate real information from the clutter. For instance, troubleshooting of brand image is done by tagging negative comments and assigning the task of investigating the same to a particular team. Einstein browses through posts with photos or images for image recognition and processing. Einstein can also be trained for sentiment mapping for segregation of social media posts.
Marketing + Sales:
Salesforce Einstein can help sales reps to
Develop more Pipelines: Einstein Lead Scoring allows sales reps to handle their best leads. Basis the previous deals, Einstein automatically order the leads that are most likely to convert and close.
Choose Top Performers: Whether you wish to know the possibilities of deal closure, understand the involvement of competitors, recognize customer sentiment, or prospect engagement, you can do so with Einstein Opportunity Insights.
Saves Time: Einstein provides relationship recommendations both in case of leads, as well as opportunities. For instance, if any of the several opportunities have re-engaged, Einstein provides suggestions to call or email them. It also coordinates your calendar and email with Salesforce to do away with manual entry of data thereby leaving sales reps with ample amount of time to manage other important activities.
Einstein + Service:
Salesforce Einstein can help service managers in the following ways:
Manage Customer Satisfaction Rates: Einstein predicts the level of customer satisfaction by analysing the availability of the agent, wait times, and queues in real-time. If these are found to be alarming, service managers are provided with necessary recommendations to rectify the situation. Apart from this, Einstein also provides response alternatives to customer queries and classifies them automatically. This allows service managers to resolve cases quickly, which ensures higher customer satisfaction rates.
Keep Agents Informed: Einstein can classify, and analyze the information on a particular case basis which can redirect the concerned customer to the right service agent. However, while redirecting the customer to the desired agent, it provides all the necessary case info to the service agent.
Artificial Intelligence has tremendously impacted the business ecosystem. When integrated into a CRM (Customer Relationship Management) system, businesses can enjoy operational efficiency and transform customer experiences by leveraging predictive intelligence, machine learning, and NLP. Salesforce Einstein with its predictive analytics capabilities can do a lot of things that can pep up the functioning of your marketing, sales, and service departments, which ultimately will translate to better business performance and greater customer satisfaction. To know more about Salesforce Einstein, you must consider partnering with a reliable Salesforce partner.
In today’s era, businesses had never been so well-equipped to handle the needs and requirements of their customers as they are today. Gone are the days when organizations had to depend on word of mouth and legacy systems to manage their customer relationships and promote their business. Today, technology has paved the way for innovative solutions, which, besides addressing the loopholes of legacy systems, has helped organizations take customer satisfaction to the next level by managing their business operations efficiently.
One such innovative technology solution that has transformed the way businesses manage their customer relationship is a CRM (Customer Relationship Management) system like Salesforce. Being leaders in the cloud CRM space, Salesforce enjoys a significant market share and a full adoption rate. While Salesforce offers a plethora of features, functionalities, and components to meet the specific need of every business entity, it has always strived to extend its reach beyond the horizon by adding new features time and again to meet the evolving needs of businesses. To leverage the new innovations by Salesforce, organizations should seek support from a reliable Salesforce consultant.
Einstein Analytics by Salesforce is an AI (Artificial Intelligence) platform that has helped organizations solve the challenge of gathering data from multiple channels in a centralized location and make sense of such humongous data to resolve key queries of business users.
Rather than relying on reports and dashboards for viewing their data, perceiving performance, and communicating results, Salesforce users now have access to an intelligent platform with intuitive functionality.
Let’s take a look at how sales reps can make the most of this smart platform without the need to write algorithms or creating mathematical models:
Pipeline Management: One of the most significant benefits of using Einstein Analytics for sales reps or managers is that they get real-time updates regarding changes that are made in the opportunity pipeline. With this, managers can get updates about new deals, closed deals that were either won or lost. Apart from this, Einstein analytics helps sales reps to evaluate trends in opportunity while providing a list of opportunities within the application to work upon. In fact, the platform changes parameters in case a sales rep manipulates the sales process.
Performance: The robust platform allows Sales managers to monitor the entire pipeline efficiently and compare the performances of individual team members with predefined goals all through the sales process. Apart from this, they can drill down on individual team members to compare their performance with quotas.
Precise Forecasting: The highly intuitive platform helps sales managers/reps predict highly accurate forecasts about the sales pattern while help sales leaders get insights regarding the changes that are required to fulfill customer expectations. By drawing ideas about individual/group customer needs, Sales managers can easily create strategies for enjoying increased sales.
Whitespace Analysis: By leveraging this platform, sales representatives can shift their focus on the right deals by carrying out Whitespace Analysis. Whitespace analysis can help identify products that have already been sold to accounts. Post this, sales reps can create opportunities for the particular requirements of that account.
It can be concluded that Salesforce Einstein provides businesses an insight into the future of their company. Besides providing custom apps as per the specific requirement of data storage and usage, it helps enhance the sales and productivity of businesses leveraging it. Powered by Artificial intelligence, this robust platform can help companies to make an informed business decision. Such foresight can enable them to make changes in their way of functioning and, most importantly, maintaining the customer relationship with each customer on a personal level. For those who are still apprehensive about the benefits of this innovative platform, they must partner with a reputed Salesforce consulting company.
In today’s competitive business landscape, providing superior customer service has become a top priority for every business. In fact, customer service has become a competitive driver for the overall growth and sustenance of a brand. However, managing customer relationships have become all the more data-driven in today’s hyper-connected world. This is where AI (Artificial Intelligence) can help. In fact, AI can help develop a better understanding of customer behavior and preferences, which indeed is the first step toward excellent customer experience.
How is AI Transforming Customer Experiences?
Today, with customers interacting across multiple channels, humongous growth in data has occurred. With this the opportunity to utilize data for improving day to day experiences for customers has also increased significantly. Artificial intelligence (AI) with its ability to store, analyze and process huge volumes of data using deep and natural learning processing has helped businesses grow smarter by providing them with faster and personalized engagement across every interaction. Since ML (Machine learning) is the main driver of AI and depends largely on data to function, helpful and accurate insights can be achieved for resolving specific business issues by providing a set of training data to the data models.
However, to derive impressive results, data models should be served with the right data along with appropriate data science practice by maintaining good data hygiene.
Role of Salesforce Einstein in providing smarter customer service:
Today, the role of customer relationship management (CRM) platform for enhancing customer relationship cannot be denied. Salesforce – with its rich features and functionalities, have transformed the way businesses catered to their customers. But what if you wish to take customer satisfaction to the next level by upgrading your CRM?
The answer to this is Salesforce Einstein – an AI-powered tool that allows businesses to empower their sales, service, IT and marketing professionals to be highly efficient by providing predictions and recommendations based on your business processes and customer data. These predictions not just help you perform your work more efficiently by automating your actions and reactions but also saves precious time of your employees by making them more productive leading to an increased level of customer satisfaction eventually. By partnering with a Salesforce consulting company, you can get access to an AI powered CRM platform that can impact customer-experiences and elevate customer satisfaction to the next-level.
Listed below are features and benefits, which this in-built Salesforce tool provides to its users:
Increased Sales (Sales Einstein): For sales representative, it’s important to figure out the right leads and close it as early as possible. The Sales Cloud Einstein provides an array of some essential features and capabilities such as Lead Scoring, Activity Capture, Accounts and opportunity Insights, Automated Activity and Contacts Capture that enables Sales reps to determine insights from customer data and recommend necessary action.
Personalized Experience to Customers (Marketing cloud Einstein): To provide your customers with a personalized experience, it’s important that you understand them properly. This would require you to connect with your customers at the best time, through the right channels (where they spend most of their time), and ways to deliver the right content to them. The Salesforces’ marketing cloud Einstein helps marketing professionals with appropriate recommendations regarding the best products, channels, and content for every customer.
Proactively Provide Appropriate Content (Community Cloud): The community cloud Einstein recommends the right content (articles, topics, etc.) and assists them to find what they have been looking for basis their browsing history and community engagement. Besides this, this tool helps in identifying members with similar interests so that they can easily get connected.
Provide Better Services to Improve Customer Experiences: The Service Cloud Einstein integrates suggested responses, which use the history and context of a case to aptly answer customers’ queries. Such recommended cases provide great efficiency by helping you address a particular issue. Thus, it wouldn’t be wrong to say that Einstein has helped companies provide better customer service, which eventually has improved customer satisfaction ratings.
Quick Wrap Up:
As businesses prepare to cater to their current, as well as next generation of their customers, Salesforce Einstein with its ability to leverage the power of the Salesforce platform, as well as AI/NLP (Natural language processing) capability has transformed the way businesses are being conducted. Since this AI-powered Salesforce tool uses predictive intelligence to make your daily experience smarter, businesses will be in a position to make better business decisions, automating repetitive activities and spending time on building strong relationships with their customers.
Girikon- A reputed name in the Salesforce consulting space offers wide array of services to clients looking to elevate customer satisfaction level by providing them with superior customer service. As your reliable Salesforce consulting partner, Girikon also offers Salesforce support and implementation services.