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Boosting Digital Engagement with Salesforce

Friday, September 18th, 2020

Boosting Digital Engagement with Salesforce through WhatsApp, Live Chat, SMS and Facebook

 

Maintaining several channels to engage with customers has become a regular occurrence with businesses. However, keeping up with market trends and customer’s expectations is what tips the scales in your favour.  There are many benefits of boosting digital engagement for a company, but it comes down to developing stronger relationships with your customers to increase customer retention. 

On the other hand, when customers interact with a digitally-savvy business, they experience benefits such as:

  • Choosing the most convenient channel to interact with the company 
  • Having an option to self-serve through website chat
  • Getting important information through SMS notifications
  • Have access to faster alternatives to voice calls with SMS, messaging, and chat

 

To get a better idea of how to improve your digital engagement strategy, read on.

 

Messaging channels to consider adding to your digital engagement strategy

 

WhatsApp

In the Spring 2020 release, Salesforce introduced integration to one of the most used social messaging application – WhatsApp.  As of July 2020, two billion users were accessing the WhatsApp messenger monthly, and fortunately, Salesforce has provided a way to integrate the app with the CRM, so that customers could use it to communicate with businesses. 

Through Salesforce and WhatsApp integration, the engagement can flow both ways, including:

  • Customer-initiated conversations for specific customer care interactions
  • Business-initiated notifications which are relevant pre-approved messages

 According to Salesforce, this change applies to Lightning Experience for the Enterprise, Performance, Unlimited, and Developer editions. To have WhatsApp set up in your Salesforce instance, you can follow Salesforce’s guidance here.

 

Live Chat

Having a quick and easy engagement channel right on the company website is a win-win for both the business and customers.   Live chat can provide answers in real-time, to engage with customers browsing the web or provide answers as part of the customer care package. With Salesforce you can set chat on company websites for both desktop and mobile browsers.

By leveraging live chat, your customer service reps can quickly respond on the platform, or to scale even further, you can use Einstein AI bots capabilities to routine customer questions or redirect to the right agent.

 

SMS

SMS messages have an impressive opening rate of 98%, which makes it an excellent opportunity for businesses to apply it to good use. Similarly to WhatsApp, SMS messaging gives customers an option to communicate with customer service reps using text messaging.   On the other hand, businesses can use SMS messaging for service, sales and marketing purposes.

For example, companies can leverage SMS messaging to:

  • Collect additional account details
  • Follow up on leads after a sales call
  • Send occasional messages, such as for customer’s birthday 
  • Bulk message users for promotional and sales purposes

Find more about how to set up SMS messaging in Salesforce here.

 

Facebook Messenger

Another useful channel to interact with your customers is Facebook Messenger. Customers use Facebook Messenger to send messages to your company’s Facebook page, and customer service reps can accept the message and reply from the Salesforce Service Cloud. 

Customer care agents can also reach out to customers on these channels to keep them updated or use automation to send customers messages when Salesforce records change.

As Facebook Messenger is one of the most popular social networks and messengers worldwide, it’s worth the consideration of adding it to your digital engagement channels.  You can use the guided setup flow to set up a Facebook Messenger channel.

 

Final Thoughts

Have you tried engaging with your customers through the channels listed above? In case you need support with improving your digital engagement methods, feel free to reach out to our team of experts at Cloud Orca.

Use Salesforce Inbox to Boost Sales Performance

Saturday, September 12th, 2020

Salesforce Inbox is the smart inbox that leads to a productive sales process. 

The app unites all of your email clients into one app, to ensure no information is missed and that the rest of the sales process flows smoothly. Research has repeatedly revealed how most sales reps waste time going back and forth between email and other applications, logging their activities into the system, and scheduling appointments on the fly.

In the era of virtual sales, where sales reps are increasingly likely to chat with the prospect from behind a computer screen — having quick access to necessary tools is vital. Salesforce Inbox helps cut the busy work from logging activities, scheduling appointments, and researching the prospects by uniting the CRM, calendar, and social media — right in your email client. From here, you can access your CRM data, create new or update old CRM contacts.

Read on to find out how Salesforce Inbox boosts sales performance. (more…)

A Beginners Guide to Joined Reports & Formulas

Tuesday, September 1st, 2020

Many Salesforce enthusiasts find creating Joined Reports puzzling, which is why this feature has been so underutilized.  Joined Report is one of four report formats within Salesforce, that allows you to present data in ‘single report’ after it gets combined from multiple report types.

Having different reports from different report types fused in a Joined Report is achievable due to the report’s outline which is composed of blocks of data acting as “sub-reports”.

Getting started with Joined Reports

With Joined Reports, you can add up to five blocks of data, compare them side by side, and observe from a different angle.

 

Five things to know about Joined Reports:

  1. Joined reports are available in Salesforce Classic and Lightning; in Enterprise, Performance, Unlimited, and Developer Editions.
  2. Adding different report types to a Joined Report is only possible when they have a connection/relationship to a mutual object.
  3. Joined Reports perform best when used to gain data clarity within Salesforce, as exporting them from the system reduces their quality.
  4. You can add regular and summary fields, create standard and cross-block custom summary formulas and apply filters that group across blocks.
  5. You can also add visual aids to Joined Reports such as different charts.

 

Three examples when to apply a Joined Report:

  1. To review Accounts with Open Cases and Opportunities
  2. To compare the number of Cases that are new, closed, or in-progress 
  3. Review Opportunities’ past performance and predict future Opportunity revenue based on that history 

For a more step-by-step guide check out Salesforce’s help resource on Joined reports.

 

Formulas with Joined Reports

Formulas in Joined Reports are just like summary formulas in standard reports. The only difference is that in Joined Reports, formulas can be applied to either multiple blocks or just one. 

Therefore, the two types of custom summary formulas available with Joined Reports are:

  1. Standard formula
  2. Cross-block formula

Let’s take a more in-depth look into each formula type.

 

Standard Custom Summary Formulas

 The Standard custom summary formula can be applied to one report type, or added to other blocks that are based on that report type. 

Similar to summary and matrix reports in Salesforce, summary formulas in Joined reports support the same data formats, formula options, functions, and calculation display locations.

Moreover, you can add up to 10 custom summary formulas to each block in a joined report, while the entire Joined Report can have a total of 50 custom summary formulas.

 

Cross-Block Custom Summary Formulas

 Cross-block custom summary formulas let you measure values across multiple blocks in a Joined Report. 

For example, you will use a cross-block formula to compare open to closed opportunities for an account. In essence, it tells you how one relates to the other.

Also, you can add a cross-block formula to any block in the report, while each Joined Report can have up to 10 cross-block custom summary formulas.

 

Final Thoughts

Have you tried out Joined Reports already? In which cases do you find them the most helpful?  Share your thoughts in the comments below.

Beginners guide to implementing Salesforce Einstein AI in your business

Saturday, August 15th, 2020

Salesforce Einstein AI is where the digital transformation future unfolds. 

Research showed that in 2017, only 20% of companies responded that they were adopting AI. While in 2018, almost half (47%) of respondents reported they had begun their AI journey.   Salesforce introduced Einstein AI in 2016, and since then, Einstein has evolved into an array of features that we can choose from, based on our use cases and customer expectations.

With the Salesforce Summer 2020 release, we can see Salesforce is investing in conversational intelligence, AI-powered recommendations, intelligent threat detection and trend recognition,  and further developments of Einstein Analytics.

 

Read on to discover how your business can bring AI closer to both users and customers while keeping it simple and easy to use.

 

Starting with Salesforce Einstein AI

 

Research

As there are various types of business and industries successfully using Salesforce technology, Einstein AI offers a sort of a starter pack, with its Use Cases interactive website. The website is a helpful guide if you decide to experiment with this technology. Start here to get a better understanding of Einstein AI and what it can do for your business.

 

Create a vision

No matter how other businesses apply AI, it doesn’t necessarily mean what works for them will give you the same results. For this reason, it’s essential to take the time to create your vision of what your business needs. 

 

When introducing AI technology, most businesses focus on ROI and time-saving factors. 

 

But, there are a couple of more ingredients that you should take into account:

The customer experience 

(Is it adding value and improving their experience?)

 

User adoption 

(Is it making it easier for your employees instead of adding on extra work?)

 

Often, the biggest hurdle to overcome with implementing new technology is ensuring high user adoption, as change can also bring adversity. But, when you work with this knowledge, you are already ahead of the game.  Furthermore, customer should always be at the centre of everything you do, but users will carry the vision through, and in the end, cultivate better experience for all.

Once you have your vision clearly outlined, you can get a quicker buy-in and create a workable roadmap against that vision.

 

Do a trial run

Based on the Einstein AI Case Studies, the best way forward for most businesses is to start small. 

For a service business, this could mean adding Chatbots as a new channel of interacting with customers. On the other hand, for sales, it could be using Einstein Next Best Action or Einstein Recommendations to get the analytics that will help them understand further requirements regarding client management.

As you go deeper into the AI capabilities, you can always build upon the foundation you have created with the Salesforce platform, and add-on more features once the trial period has passed successfully.

 

Einstein AI fetaures to consider:

Einstein Discovery – This feature helps uncover underlining patterns by analysing your data. It can learn from all of the data you have available, whether it’s in Salesforce or someplace else.

 

Einstein Next Best Action – You choose the type of recommendations you want to make to employees or customers, and after defining the criteria, you incorporate it into actions strategies. You can embed the Einstein Next Best Action onto any record or external page, making it quick and easy to use where it matters the most to your business.

 

Einstein Prediction Builder – This intelligent feature helps you predict performance based on the data you have available in the system. For example, you can get a better idea of how, when and where to serve your customers and subsequently increase the overall customer lifetime value.

 

Einstein Bots – Every service-based business understands the value of intelligent and custom chatbots that work 24/7 and effectively resolve common service questions. After building your bot (with Einstein Bot Builder) and supplying it with data, you can employ your bots across multiple channels ensuring your customers have the service they need, where they need it.

 

Einstein Search (Beta)- This AI-powered feature provides the search bar in Salesforce with natural-language processing technology to understand, personalise and learn from the searches users make. Einstein Search is available in Professional, Enterprise, Performance, and Unlimited Editions, though it’s still in the beta testing stage.

 

Final thoughts

Do you have a use case that you are looking to level up with AI? Which Einstein AI features are you most excited about? Share your thoughts and recommendations in the comments below; we are excited to hear what you think!

B2B Marketing Analytics – Creating Smarter B2B Marketers

Sunday, August 9th, 2020

B2B Marketing Analytics is what it sounds like – Marketing Analytics for B2B Marketers.

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