How to Use Salesforce Digital Engagement to Improve Your Messaging and Customer Experiences
One thing that is common to all successful businesses is the best-in-class service they offer to their customers, which in turn enriches their business by gaining a loyal customer base. As per Microsoft, 56% of global customers believe that customer service plays a crucial role in their choice of brand.
Customer demands have increased significantly in recent years as businesses have expanded. Across channels, the volume of questions, grievances, and information requests started to rise, making it hard to address them manually.
The customer support staff eventually experienced overload and found it difficult to handle the volume of communications. Rather than being focused on more important responsibilities like creating new leads and closing deals, they devoted the majority of their time to answering consumer inquiries.
This is where the utility of Salesforce Digital Engagement comes in.
What is Salesforce Digital Engagement?
This Salesforce feature, as the name implies, enables users to interact digitally with Salesforce across multiple platforms. Salesforce Digital Engagement enables you to provide a consistent experience across multiple channels such as SMS, Facebook Messenger, WhatsApp, email, and the web. All of this from a single platform allowing you to streamline the customer engagement process.
Although Digital Engagement Salesforce SMS has the potential to revolutionize business operations, you may quickly find that its basic version has significant limitations.
Limitations of Digital Engagement
Customer support agents have to spend the entire day in front of their computers in order to connect with customers and show their availability. They were unable to start a discussion by sending the first text message from their end. Moreover, there is no free trial available, and a $75 monthly Digital Engagement license is required for each user.
You’ll also discover that Salesforce Digital Engagement is restricted to the Service Cloud console and certain specific communication channels. Automated interactions, which are required to satisfy the modern user’s need for prompt responses, can be highly costly.
A Salesforce digital engagement license has an upper cap of 25 bot conversations per user per month. For up to 200–300 records, Digital Engagement allows bulk messaging via Process Builder. This can be a major disadvantage for bigger companies with a large customer base.
Salesforce Digital Engagement
Getting Past the Limitations of Digital Engagement to Improve Customer Interaction and Messaging: You’ll be happy to hear that these restrictions are readily addressed by combining Digital Engagement with an advanced messaging solution. Salesforce research indicates that 60% of customers prefer digital channels for interacting with brands. This staggering statistic was revealed by Salesforce customer engagement research.
Upgrading to Salesforce Digital Engagement is a big move towards improving the quality of customer interactions. They can lower the cost of WhatsApp messaging, outbound SMS costs, and user licenses while gaining access to a variety of additional features. They could use Workflow, Flows, APEX classes, or APIs to automate messages instead of being restricted to “Process Builders.”
Business users can access a plethora of features in Digital Engagement such as drip campaigns, chatbots, surveys, keyword-based data updating, bulk SMS from Salesforce Reports, URL tracking, email to SMS, templates, incoming notifications bar, SMS analytics, and much more.
How to Improve Customer Interactions and Messaging with Salesforce Digital Engagement
Improving Customer Interactions and Messaging with Salesforce Digital Engagement
Scalable Interactions over Multiple Channels and Clouds: By upgrading your Salesforce subscription to include SMS for digital engagement, you can extend its functionality to additional Salesforce cloud products and communication channels. Digital Engagement is highly scalable because it can be used in conjunction with Salesforce reporting to send millions of messages over these channels.
Higher Productivity and Improved Conversation Management
Capabilities such as link tracking, email-to-text, notifications bar, unified conversation view, and number verification are made available by combining the Salesforce messaging app and digital engagement. SMS campaigns can be evaluated for efficacy, and any required refinements can be made.
By replying to SMS notification emails directly and sending replies in SMS form, you can avoid switching to an SMS channel, simplify communication, and ensure that messages get delivered on time. Time and effort can be saved by managing templates more easily and finding them fast when needed. You can get a unified view of all conversations, making it simpler to manage interactions and reply quickly.
Businesses can prioritize urgent messages and make sure they are answered right away by color-coding incoming messages that have not yet been reviewed. Furthermore, phone number verification ensures message delivery by ensuring that messages are sent to the correct number. All things considered, these features can help companies improve customer satisfaction and revenue by streamlining communication, saving time, and boosting productivity.
Simplify Automated Conversation Set up
The days of complex coding and countless hours spent setting up chatbots are long gone. By upgrading Salesforce Digital Engagement, you can simplify communication automation by leveraging low-code chatbots.
Without any prior coding knowledge, you can now build personalized Salesforce chatbots to respond to standard customer questions and surveys to gather insightful consumer feedback. These incredibly user-friendly and adaptable chatbots enable companies to automate interactions for a variety of uses, such as lead qualification or answering commonly asked questions.
You can improve customer satisfaction, save time, and expedite communication using no-code chatbots and surveys. It’s similar to taking care of all customer service requirements on your own.
Powerful Analytics
You can access powerful analytics by expanding your digital engagement capabilities. You can gain valuable insights into SMS marketing campaigns using SMS analytics and URL tracking features. Tracking links within messages gives you additional drill-down insights and features to track click-through rates and customer engagement.
With key metrics like open rates, click-throughs, and conversion rates, business users can optimize SMS campaigns easily. With this data, businesses are ready for better-informed decision-making and successful SMS marketing.
Access Salesforce Data On-the-Go
As of right now, Salesforce Digital Engagement and Salesforce 1 Mobile are incompatible. On the other hand, you can use the messaging app and the integrated capabilities of Salesforce Digital Engagement while utilizing the Salesforce 1 Mobile app while on the move by upgrading the Salesforce Digital Engagement capability extension. As a result, you can handle communication and interact with customers on the go.
Quickly Configure Multi-Channel Campaigns : With Salesforce Digital Engagement, multi-channel drip campaigns can be set up without coding if you’re searching for a way to increase engagement with your customers and prospects.
With the addition of multi-channel drip campaign settings, auto-segmentation based on user replies, and enhanced Salesforce Digital Engagement capabilities, drip campaign setup and management have never been easier and more effective.
Compliant Multi-Channel Messaging
Engaging with customers across multiple channels while staying within legal bounds is ensured by using compliant multi-channel messaging. Customers can choose to selectively opt in or opt out of receiving these messages, giving you the flexibility to tailor the messaging to the needs of your target demographic.
To manage new texting laws, you can also create custom fields. In this manner, you can ensure that customer support representatives uphold current regulations while offering a superior customer experience.
It sounds incredible, doesn’t it? Enhancing the effectiveness and efficiency of customer interactions can be achieved by integrating an Salesforce SMS app with Digital Engagement. Personalized customer service, conversational streamlining, and message automation are all made possible. The biggest benefit is that it requires minimal investment of time and money to get going with it.
Digital Engagement Pricing FAQ
What is the cost of a Digital Engagement user license? A Digital Engagement user license costs $75 per user per month
Can Digital Engagement & Live Chat integrate with other systems? In most cases, Salesforce products integrate seamlessly with a wide range of external apps and systems. You can buy MuleSoft licenses, collaborate with our integration partners, or use apps on AppExchange for those that lack built-in integration, such as on-premises data sources. Talk to your Salesforce implementation partner to learn more about which integration solution works best with your Salesforce products.
Which bundles of services and support are offered for Live Chat & Digital Engagement? Salesforce provides its customers with a variety of adoption, support, and advisory plans. Contact your Salesforce development partner to learn more.
What is the minimum contract commitment for a Salesforce Digital Engagement & Live Chat license? Although Salesforce subscription terms vary, most Salesforce products are subject to annual contracts. Speak with your Salesforce partner to get more details.
Can I upgrade whenever I want to? Can I add more products at a later time?
Although you can upgrade or add items at any moment, some products might require to scale jointly. Discuss with your Salesforce partner to find out what will work best for your company.
Salesforce Digital Engagement provides an array of alternatives to facilitate your digital journey, regardless of where you are in the journey of becoming digitally mature. Are you prepared to begin? Reach out to us today to take one big step towards your digital transformation.
