Customers have the power in today’s modern world…not sellers.
With dozens of options right at their fingertips, customers who are dissatisfied with a service/product can easily find an alternative, which will eventually affect the company’s market position and revenue.
A positive consumer experience is critical to the growth of any business. Understanding that a happy customer is their secret weapon for growth, most businesses put an exceptional customer experience as a top priority. After all, just one loyal customer can promote your business through word-of-mouth marketing and advocate for your product or service. Having high customer satisfaction rates is one of the best, and most important, tools to promote your business.
Keep reading to learn how to enhance the customer experience, build strong customer relationships, and increase revenue with Salesforce Experience Cloud.
What is Salesforce Experience Cloud?
As the world’s leading Customer Relationship Management (CRM) system, Salesforce provides rich, cloud-based functionality that’s essential for delivering outstanding experiences and enhancing customer relationships.
Part of Salesforce CRM, Experience Cloud is a Digital Customer Experience (DXP) platform powered by an integrated set of technologies and out-of-the-box solutions for building online communities with Salesforce, including Salesforce Partner Relationship Management (PRM) portals, B2B e-commerce sites, membership, and volunteer portals, support portals, higher-education/alumni sites, and much more.
5 Tips to Enhance Your Customer’s Experience with Salesforce Experience Cloud
Implementing Salesforce is the best choice for most companies looking to deliver personalized experiences based on a customer’s unique needs.
Experience Cloud has many unique features that help build strong customer engagement and improve customer satisfaction rates.
Here are our five tips on how to create a better customer experience with Salesforce Experience Cloud.
- Omnichannel Customer Service
Give your customers omnichannel customer service to increase their level of satisfaction and help them feel empowered and valued. For example:
- Enable Salesforce Knowledge in your Experience Cloud site to supply your customers with the needed knowledge articles and help them find the information they need without creating a case.
- Add a service chat to your Experience Cloud site so your business is available around-the-clock, and automate responses to an FAQ section so your customers feel supported when they have a question or face issues.
- Create cloud communities (private or public groups) so your customers can discuss your products and services as well as interact with one another globally to share information, files, and recommendations or connect with each other for discussions.
- Capture customer feedback in real-time and moderate posts/comments within your Experience Cloud site to make collaboration easier and seamless.
- Salesforce’s Customer 360 Feature
Salesforce Experience Cloud is built on the Customer 360 concept, which connects customers’ data from every step of their journey into a single, unified database of information.
The Customer 360 feature helps deliver better customer experiences, build efficient engagement strategies, and make smart business decisions.
- Personalization
Most customers expect their offers to be personalized. Within Experience Cloud, you can control your audience’s interaction with your site to deliver customized, relevant content and intelligent recommendations that are in perfect harmony with your customers’ interests and needs.
- Automation
Salesforce provides a set of tools (i.e. Lightning Flow, Approvals, Process Builder, Workflow) to automate your organization’s repetitive business processes. Get started with automation and use existing flows to save time and resources to deliver customer service better and faster.
- Center Around Your Customer Experience
Put the customer at the heart of your business—from marketing to finalization of point-of-sale (POS) transactions and post-sales follow-ups.
Try to understand their motivations, needs, and wants. Customers want to “be heard,” so your intention should always be to make your customers feel valued.
Final Thoughts
Experience Cloud is one of the best ways to craft and customize secure, engaging sites that are connected to your Salesforce CRM. It’s an essential tool to help you serve customers more effectively, sell more efficiently, and promote your brand more cost-effectively.
Have questions, need help, or just looking for professional Salesforce Experience Cloud consulting services? At Advanced Communities, our door is always open. Contact us at any time to receive more information about our products/services or schedule a demo.