It’s not only significant to deliver the product at the right price, but the experience delivered by the company is also essential to come off with flying colors. During pandemic companies that followed customer engagement excelled and accomplished long-term success. During Covid 19, at the time of uncertainty customers want to be more assured and it is possible with better human interaction. The motive is every human interaction feels personalized and unique to customers.
Now customers’ craving is increasing towards better personal connections. According to reports, 75% of consumers expect a consistent experience wherever they engage such as on the website, social media, mobile, in person. As per reports, 70 % of a citizen of the USA say that the businesses that displayed attention and empathy throughout the pandemic received their loyalty.
When a customer searches for something to watch on Netflix he will get a result according to interest and preference, it is just an example of high customer engagement followed by companies. Salesforce is also playing a crucial role in customer engagement, for instance, if a high-value customer has some issue in this situation it provides additional support. In this article, we will go through the tools of Salesforce and how they drive customer engagement.
What Are Customer Expectations for Engagement?
Let’s make a long story short, customer expectations are consisting of behavioral changes attained by a customer when interacting with the company. With the evolution of time and trends in modern competition, customer expectation has also increased. Companies are providing proactive service, personalized interactions, and connected experiences across digital channels to complete customers’ expectations. As per research 80% of customers now give importance to the experience provided by a company as significant as its products and services.
Hereunder we have listed expectations of the customer for customer engagement, have a look.
1. Personalized Engagement, Consistently Connect & Create Real-Time Customer Experiences
According to reports, 80% of consumers specified they are more likely to do business with a company if it delivers customized experiences. 86% of the buyers are willing to pay more for a better customer experience. Customer engagement is influenced by approximately 81% with price, 80% with quality, convenience with 55%. Around 66% of customers expect the company to understand their expectations & needs.
Customer engagement is about creating a promise to deliver a customized marketing offer or continuously contacting the customer to prevent a possible issue interlinked with experiences. This is possible by improving your team structure, processes, and technology to generate an optimistic feedback circle with customers. It’s more significant nowadays as customers depend on many tools, products, and services to support them during work from the home trend. They are more dependent on technology to link with networks and manage their lives in indeterminate periods than ever before.
2. Get All Your Data In One Place By Integrating Support Apps
Support apps are required to provide support to the customer. There was a time when marketing and sales teams both functioned on their data only to find many differences amid the different data sources. For instance, the sales team is using Salesforce, the marketing team uses HubSpot Marketing and the customer service team uses Zendesk, all data from these support apps are integrated into one place.
You cannot take the chances of avoiding customers’ emails of significant issues and if you miss an important email customers will certainly be upset.
There will continuously be problematic queries to respond to and displeased clients to appease. You can solve this issue by getting all your data in one place by integrating support apps and consequently managing your support requests can be simplified.
3. Use Social Media To Reach Your Customers
According to reports, 77% of strong omnichannel companies store customer data across channels, compared to 48% for weak omnichannel companies. Answering a social media complaint increases customer advocacy by as much as 25%. In the USA 59% of people think customer service through social media makes it easier to get issues resolved.
Social media is a fabulous trending tool for increasing customer experience with better customer engagement. Social media platforms such as Twitter and Facebook offer an ever-flowing stream of data, letting businesses obtain immediate customer feedback.
Following are the tips you need to follow if you are trying to reach customers on social media, have a look.
- Choose the right channels for your brand.
- Take benefit of hashtag research on Instagram and Twitter
- Discounts, promotions, freebies, useful advice to support out your clients.
- Join groups and communities to connect with the target audience.
- Share your company’s story, it will make the audience more interested and attached.
- Take the benefit of contact referrals to drive traffic to your accounts.
Salesforce Tools That Can Help You Drive Customer Engagement
Here we have listed three salesforce tools, check them below.
1. Marketing Cloud
Marketing Cloud platform enables marketers to deliver the right message at the right time throughout all phases of the relationship. With marketing, cloud businesses can send customers the right message at the right moment using intelligent marketing mechanization. Produce relationships and revenue with unified experiences from advertisements to account, email to ecommerce, social to service, and more.
It is a platform that grows with you and remains in trend. Artificial intelligence supports power-driven personalization, a marketplace for each kind of client according to business growth and the evolution of trends.
Salesforce provides an effective fast-time tool to optimize impact, budgets, and processes through combined marketing and business analytics. Largest business-to-consumer companies in the world, like Sony, GE, HauteLook, and News Corp Australia are using the marketing cloud. This platform helps companies enable customer engagement, drive revenue, and increase their ROI. Features of marketing cloud are:
- Email, data, social, advertising, mobile, interaction studio.
- Google marketing platform.
- Journey Builder in action.
2. Service Cloud
Service cloud of salesforce is a popular CRM platform for providing better support to customers. It enables users to automate service processes, reorganize workflows and discover main articles, subjects, and experts to support client service representatives.
The aim is to improve and support relationships with clients.
On various platforms service, the cloud can listen and respond to customers. Service app mobile support can comprise live representative video chat, screen sharing, and on-screen guided support. Social client service is combined with Salesforce Customer Success Platform to enable the social team to collect a complete image of the client to notify replies.
Features of service cloud are
- Asset and order management
- Service process automation
- Case, knowledge management
- Computer telephony integration
- Cases and leads can be automatically directed
- The complete and customizable user interface for clients representative
Also Read: Salesforce Sales Cloud vs Salesforce Service Cloud
3. Community Cloud
Community cloud by Salesforce is an online social platform. With this platform companies can connect with their community such as with customers, partners, and employees with each other and transfer the information and accounts they required. the real-time teamwork of Conversation with the capability to share any file, data, or record anyplace and on any mobile device.
Companies with community cloud can streamline key business progressions and encompass them across offices and departments, and externally to customers and partners. It boosts the working capacity of the company’s workforce and helps in providing service to customers more effectively, closing deals quicker, and getting work done in real-time. Community cloud provides the uppermost level of security and regulation over the whole thing from operator and client verification through managerial permissions to the data access and sharing model.
The Features of community cloud are:
- Customization and branding are easy with the community cloud
- Collaborate from any device
- More personalization
- Easy business integration
- Community management
- Better engagement
Wrapping Up
According to Bill Gates, founder of Microsoft
your most unhappy customers are your greatest source of learning.
Make hay while the sun shines and make efficient and effective use of salesforce tools in your business to achieve customer engagement while eliminating their issues. It is the perfect time to jump on the bandwagon and improve relationships with available automated tools. The ball is in your court as to how you will use Salesforce as it is not just about mechanization and creating a more streamlined business process. It’s a source of treasured info that your business can take benefit of, to shape rock-hard and lifelong relations with your clients.
Emizentech has provided Salesforce development services to several businesses all over the world. So, if you have a project in mind then our team of Salesforce developers can assist you.
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