Introduction

Salesforce Digital Engagement is a cloud-based platform that allows businesses to communicate with customers across multiple digital channels. This includes SMS, WhatsApp, Facebook Messenger, and web chat. The platform also provides a unified view of customer interactions, so businesses can see all of the conversations they have had with a customer, regardless of the channel. This allows businesses to provide a more personalized and seamless experience for their customers.

Salesforce Digital Engagement Examples

A customer sends a message to a business on Facebook Messenger. The business uses Salesforce Digital Engagement to route the message to the right agent. The agent can then see all of the customer’s previous interactions with the business, including any messages they have sent on other channels. This allows the agent to provide a more personalized response to the customer’s question.

In addition to providing a more personalized experience, Salesforce Digital Engagement can also help businesses improve their customer satisfaction and loyalty. This is because the platform allows businesses to respond to customer inquiries more quickly and efficiently. It also allows businesses to collect feedback from customers, which they can use to improve their products and services.

Overall, Salesforce Digital Engagement is a powerful tool that can help businesses to improve their customer engagement and satisfaction. It is a cloud-based platform that allows businesses to communicate with customers across multiple digital channels and provides a unified view of customer interactions. This allows businesses to provide a more personalized and seamless experience for their customers.

 

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Benefits of Salesforce Digital Engagement

Reach customers on their preferred channels: Customers want to be able to interact with businesses on the channels they prefer. Salesforce Digital Engagement makes it easy to do this by providing support for a variety of channels.

Personalize customer experiences: Salesforce Digital Engagement can be used to personalize customer experiences by using data from Salesforce CRM. This data can be used to identify customer preferences and interests and to deliver more relevant content and offers.

Improve customer satisfaction: Salesforce Digital Engagement can help businesses improve customer satisfaction by providing a more convenient and efficient way to interact with customers. This can lead to reduced wait times, improved resolution rates, and increased customer loyalty.

Reach customers on their preferred channels: Customers increasingly want to be able to interact with businesses on the channels they prefer. This could be through webchat, SMS, WhatsApp, or Facebook Messenger. Salesforce Digital Engagement makes it easy for businesses to do this by providing support for a variety of channels.

Personalize customer experiences: Salesforce Digital Engagement can be used to personalize customer experiences by using data from Salesforce CRM. This data can be used to identify customer preferences and interests and to deliver more relevant content and offers. For example, if a customer has previously purchased a product from a business, Salesforce Digital Engagement could be used to send them a message about a related product or offer.

Improve customer satisfaction: Salesforce Digital Engagement can help businesses improve customer satisfaction by providing a more convenient and efficient way to interact with customers. This can lead to reduced wait times, improved resolution rates, and increased customer loyalty. For example, if a customer has a question about a product, they can use Salesforce Digital Engagement to chat with a live agent or send a message to a chatbot. This can help to resolve the customer’s issue quickly and efficiently.

Conversational AI: Salesforce Digital Engagement includes Conversational AI, which allows businesses to automate customer interactions. This can free up agents to focus on more complex tasks, and can also improve the efficiency of customer service. Conversational AI can answer customer questions, resolve issues, and even make sales.

Chatbots: Salesforce Digital Engagement also includes chatbots, which can be used to answer customer questions and provide support. Chatbots can be used 24/7, so businesses can provide support to customers at any time. Chatbots can be customized to reflect the brand and personality of the business.

Reporting and analytics: Salesforce Digital Engagement provides comprehensive reporting and analytics capabilities. This data can be used to track customer engagement, identify trends, and improve customer experiences. For example, businesses can use Salesforce Digital Engagement reporting to track the number of conversations, the average response time, and the satisfaction scores of customers. This data can be used to identify areas where customer service can be improved.

Salesforce Digital Engagement Tools

Salesforce Digital Engagement offers a variety of tools that can be used to engage with customers across multiple digital channels. Some of the most common types of digital engagements include:

Webchat: Webchat allows customers to chat with live agents or chatbots on a business’s website. This is a convenient way for customers to get help with their questions or issues.

SMS: SMS allows businesses to send and receive text messages with customers. This can be used to send reminders, notifications, or promotional offers.

WhatsApp: WhatsApp is a popular messaging app that can be used to engage with customers. Businesses can use WhatsApp to chat with customers, send files, or make voice calls.

Facebook Messenger: Facebook Messenger is another popular messaging app that can be used to engage with customers. Businesses can use Facebook Messenger to chat with customers, send files, or make voice calls.

Social media: Social media platforms like Twitter, LinkedIn, and Instagram can also be used to engage with customers. Businesses can use social media to post updates, answer questions, and run contests.

These are just a few of the many types of digital engagements that can be used with Salesforce Digital Engagement. The specific types of engagement that businesses use will vary depending on their industry, target audience, and goals.

Create an Enhanced WhatsApp Channel

The enhanced WhatsApp channel can be set up in Setup by yourself. The enhanced channels now include features such as transferring messaging sessions, viewing much more information about messaging sessions and collaborating with supervisors. Your channel can also be enhanced with bots that address common questions

  1. Review WhatsApp phone number criteria, channel limitations, and other considerations. See Considerations for Using WhatsApp in Service Cloud. For example, in enhanced WhatsApp channels, message templates and automated and agent-initiated outbound messaging aren’t supported.
  2. In Setup, enter Messaging in the Quick Find box, and then select Messaging Settings.
  3. Click New Channel, and then click Start.
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4. Click WhatsApp, select Enhanced, and then click Next.

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5. Review and accept the terms and conditions, and then click Next.

6. Disable any pop-up blockers. Then, click Connect to WhatsApp.

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7. In the window that appears, enter your Facebook login credentials.

8. Follow the prompts to:

  • Create or select a Meta Business Account.
  • Create or select a WhatsApp Business Account.
  • Create or select a WhatsApp Business Profile.
  • Verify your WhatsApp Business phone number by text or voice call.
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9. When a message notifies you that you’re ready to chat, click OK.

10. In Salesforce Setup, the channel setup flow shows that your WhatsApp account is connected. Click Next. If you selected a WhatsApp Business Account that can’t be used, we’ll let you know here.

11. Select your WhatsApp number and click Next.

12. Enter your chat acknowledgment message and click Next. You can edit this auto-response and others later in your channel settings if needed.

13. Choose how to route incoming messages to agents. To use an Omni-Channel flow to control routing, select Stop the setup flow and manually connect to a queue or Omni-Channel Flow. To use a routing configuration, select Create a new queue and routing configuration. If you select Create a new queue…, the flow takes you through the steps to:

  • Create a queue.
  • Create a routing configuration.
  • Adjust the agent messaging workload.
  • Exit the flow.
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14. If you select Stop the setup flow…, the flow ends. The channel is created, but you must still configure its routing.

15. (For Omni-Channel Flows routing only) On the Messaging Settings page, find your new WhatsApp channel and click Edit. Under Routing, update your routing properties and save your changes.

  • For Routing Type, select Omni-Flow.
  • For Flow Definition, select your Omni-Channel flow.
  • For Fallback Queue, select a queue to receive messaging sessions that the Omni-Channel flow can’t route.
  • Save your changes.

Now, it’s time to customize the user experience for agents and customers who communicate in your WhatsApp channel. See Increase Messaging Productivity.

Additional Examples of Salesforce Digital Engagement

Email Marketing: Businesses can use email marketing to send promotional emails to customers. This can be a great way to stay on top of mind with customers and promote new products or services.

Push Notifications: Businesses can use push notifications to send messages to customers’ mobile devices. This can be used to send reminders, notifications, or promotional offers.

In-app messaging: Businesses can use in-app messaging to send messages to customers within their mobile apps. This can be used to provide customer support, send promotional offers, or collect feedback.

Live chat: Businesses can use live chat to provide real-time customer support. This can be a great way to resolve customer issues quickly and efficiently.

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Virtual agent: Businesses can use virtual agents to automate customer interactions. This can free up agents to focus on more complex tasks, and can also improve the efficiency of customer service.

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The possibilities are endless! By using the right digital engagements, businesses like you can connect with customers in a more meaningful way and improve their customer experience.

Conclusion

At Alt Digital Technologies, we harness the power of Salesforce Digital Engagement to revolutionize your customer interactions. This robust, cloud-based platform enables us to connect with your customers across various digital channels, offering a comprehensive view of all customer interactions. By doing so, we can deliver a highly personalized and seamless experience that not only meets but exceeds your customers’ expectations.

Don’t miss out on this opportunity to elevate your customer engagement and satisfaction. Contact us today to learn more about how our services can transform your business. Let’s embark on this journey of digital transformation together!

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