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Salesforce Experience Cloud – Delighting Customers, Driving Success

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Phani Madhav Chegu,

September 19, 2023


Salesforce Experience Cloud – Delighting Customers, Driving Success

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Read this insightful post to get a comprehensive overview of the features of Salesforce Experience Cloud and how your business can reap rich benefits by using the novel solution.

A veteran business executive remarked that the quality of customer experience is THE factor that defines a brand, and rightly so. The client of the 21st century makes his decision to buy from a company based on the experiences it delivers; in fact, a study by Salesforce revealed that more than 8 out of 10 new-age B2B customers accord the same importance to the experiences provided by an organization as the quality of its products. The survey also showed that 7 out of 10 clients demand firms to deliver the perfect, ‘Amazon-like’ digital buying experiences, indicating they want to have excellent, hassle-free customer journeys.

How can you fulfill the requirements of your modern-day clientele? What does it take to deliver extremely smooth buying experiences that the customers love? You must use a powerful digital experience delivery solution that enables you to leverage cutting-edge technologies to delight your clientele.

One of the most extensively used tools in the corporate world to facilitate top-notch customer experiences is Salesforce Experience Cloud. Today, we’ll examine how this innovative solution empowers you to provide seamless experiences to your clientele to build a loyal customer base and skyrocket your business growth. But first, let’s see what Salesforce Experience Cloud is all about.

What Is Salesforce Experience Cloud?

Salesforce Experience Cloud (known in its previous avatar as Salesforce Community Cloud) is a powerful solution that allows your business to connect with your internal and external users seamlessly and provide them all the information they need at their fingertips in real time.

How Does Salesforce Experience Cloud Facilitate Seamless Experiences?

Salesforce Experience Cloud comes with a wide range of features that enable you to deliver first-rate experiences to your customers and business partners. The robust application allows you to ensure seamless, ultra-personalized buying journeys across all connected devices by creating user-friendly web portals and applications. It empowers you to create a Single Source of Truth (SSOT) to provide customers easy access to the information they need. The powerful Digital Experience Platform (DXP) helps you streamline and enhance your processes pertaining to the following.

  • Management of Channel Partners
  • Delivery of Customer Service
  • Execution of B2B Commerce Activities

Management of Channel Partners

We all know effective management of your relationships with your channel partners and other business associates goes a long way in boosting your sales revenues, paving the way for rapid growth. Salesforce Experience Cloud allows you to execute channel partner management activities very efficiently. You can use readymade templates to recruit and onboard partners with high levels of efficacy. The robust Salesforce tool has several useful capabilities such as distributed marketing, lead distribution, deal registration, market development funds and so on that go a long way in improving partner satisfaction and increasing your revenues. You can tailor channel partner structures based on your unique needs to facilitate optimal management of your business partner network. Furthermore, you can:

Share Required Information with Partners in Real Time

You can instantaneously share information pertaining to contacts, leads and transactions with your partners, using Salesforce Experience Cloud. The robust solution facilitates smooth integration of third-party systems to enable effective centralization of management of pricing, inventory and other key elements.

Exercise Full Control Over the Data Shared with Partners

Salesforce Experience Cloud provides you with several options to clearly define what data must be shared with partners and when. You can also set specific role permissions and restrict delegation of authority to channel partners to ensure they can execute only those tasks that you want them to perform.

Take the Right Action at the Right Time

The significance of right, timely actions in ensuring business success cannot be overemphasized. Salesforce Experience Cloud allows you to initiate actions right from the feed itself. You can convert a lead into an opportunity, indicate your approval of expense reports and even come up with support cases. The power-packed solution also enables you to easily design customized actions for integrating third-party applications into your business processes.

Analyze Channel Partner Data Meticulously

You can utilize Salesforce Experience Cloud to effortlessly monitor the performance of your channel partners in real time and rank them based on the volume of sales revenues generated. This powerful tool allows you to customize dashboards and reports and share them with your partners to provide them with useful insights. You can also leverage the Einstein suite of applications, Salesforce’s analytics powerhouse, to connect with any source of information without hassles.

Delivery of Customer Service

Salesforce Experience Cloud helps you enhance customer satisfaction, make call-center operations more productive and cut customer service expenditures in a big way; the feature-rich application enables you to provide your clients with all the information they need at every stage of their buying journey. You can create a digital information center that provides answers to Frequently-asked Questions (FAQs) of your customers and allows them to post queries which can be answered by your team. You can also enable discussions among your clientele by setting up an online customer community. The Salesforce solution helps you delight your clients by empowering you to:

Facilitate Seamless Customer Self-service

Most customers would like to find an answer to their queries by themselves rather than interacting with a rep. According to a study by researchers at Harvard Business School, more than 8 out of 10 customers try to resolve a problem themselves before connecting with a support agent. Salesforce Experience Cloud facilitates highly effective customer self-service by helping you create various online information resources such as web portals and interactive user guides that can be accessed easily.

Utilize AI-based Chatbots to Answer Customer Queries

Salesforce Experience Cloud allows you to utilize chatbots that leverage cutting-edge Artificial Intelligence (AI) enabled technologies to serve your customers. These ‘virtual agents’ are designed to provide responses to queries in a highly effective manner. Recent advances in the domain of Machine Learning (ML) allow chatbots to use information in client requests to improve their capabilities and become more ‘human’ with each passing day.

Unleash the Power of Mobile Apps to Seamlessly Connect with Customers

We live in the age of the smartphone and mobile apps are the order of the day. Salesforce Experience Cloud allows you to harness the immense potential of the mobile app to connect with your customers without hassles. The innovative solution allows you to develop highly intuitive, user-friendly mobile apps rapidly, with minimal effort — you can utilize the Salesforce mobile Software Development Kit (SDK) to come up with mobile apps fully tailored to meet the specific requirements of your clientele.

Execution of B2B Commerce Activities

Salesforce Experience Cloud allows you to deliver delightful experiences using any digital commerce model. You can utilize an existing Experience Cloud site to create an online storefront quickly, with little effort. Your business can retain the domain, site-related settings and branding features to deliver excellent experiences to your customers. All you need to do is add pages and elements specific to your organization for creating an online store. You can leverage third-party tools from Salesforce AppExchange and responsive design components to provide better experiences to visitors of the digital store.

Note: This feature can be utilized only by businesses that don’t have an online store and use the Aura UI framework and one of the following.

  • Customer Portal Template
  • Starter Template
  • B2B Template

The feature can be availed using B2B Commerce for Lightning Experience in Enterprise, Performance, Unlimited and Developer editions.

As you can see, Salesforce Experience Cloud enables you to deliver excellent experiences to your customers and business partners, thereby achieving rapid growth. At Solunus, we work with you to harness the immense potential of the novel Salesforce application to achieve your business goals. Our team of experts has rich experience serving companies of all sizes in diverse industries. This, coupled with our proven ‘requirements-first’ implementation approach, allows us to deliver the perfect solution that provides the highest ROI.

Hope you liked this post. How do you use Salesforce Experience Cloud? We’d love to know.

About Solunus

Solunus is a leading Salesforce consulting company, based in Dallas, TX, USA. Our proven ‘needs-first’ approach coupled with our unrivaled expertise of the Salesforce platform enables us to provide the perfect solution to help you deliver delightful services to customers and achieve rapid growth.