Category: SalesForce

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Why has the Salesforce Marketing Cloud assumed significance among businesses?

Why has the Salesforce Marketing Cloud assumed significance among businesses?

In case you have a business or want to start one, what is the most significant thing you should work on? Without a doubt financial assets are critical. But, business isn’t only about trading goods or services. It is a must to have cordial relationships with your clients. Marketing is all about Customer Relationship Management (CRM). CRM is an integral aspect on which every business is based upon.

However, in case you require the best CRM for your business, you would want the best tools as well. This is where Salesforce Marketing Cloud fills in the blanks as it accelerates your business through specially designed tools. These tools happen to be technically superior and help you in knowing your customers inside out and this in turn, maximizes your profits. Hence, let’s delve into Salesforce Marketing Cloud and its various benefits.

Also Read : What is Salesforce ? It’s Features And Pricing ?

Main attributes regarding Salesforce Marketing Cloud

In a nutshell, salesforce brings companies and their customers together. Salesforce has got an integrated platform which aids you in handling marketing, sales, commerce, and services in one go.

‘Salesforce Customer 360 Platform’ is really trustworthy and you can count on it to get your work done. It gives an individualized experience to your customers by which you can gain other customers as well. If you employ Sales Cloud to tackle sales tasks and customer contacts, you’ll witness an increase in:

  • Win rates by 43%
  • Enhance rep productivity by 44%
  • 37% in bottom line
  • These apart:
  • Provide incredible shopping experience to your customers
  • React instantly to customer support matters
  • Automate time-consuming activities with customized apps and so much more.

Why opt for Salesforce?

Prior to getting into the reason behind selecting salesforce and Salesforce Marketing Cloud Benefits, it is pertinent to emphasize their values. Values imparted on their platform are unique in ways that they separate them from other companies in digital marketing solutions. Salesforce has developed a tradition and legacy of trust through which they encourage each other and the industry via their ideologies. Salesforce is devoted to transparency and total sincerity. They are of the view that profits can spike via honesty as well. While utilizing Salesforce users get several benefits. It is up to the user how they leverage the platform to enhance the scope of their business and CRM. These happen to be some of the Salesforce Marketing Cloud assistance.

Some of them are:

It maximizes your power to spread business across several markets by assisting you to connect with the bigger market. For example, you have merged apps with AppExchange, which helps you connect to the world’s biggest marketplace. Going by its name, it aids you in increasing your sales by linking directly to each customer. The sales employees in your company can obtain access to this platform with ease to learn the requirements of your customers well.

7 advantages of Using Salesforce Marketing Cloud

1.Customize with ease

Salesforce bestows you with the authority to customize online marketing tools as per your market base. With customization tools, you are free to offer a personalized touch to every customer devoid of any hiccups.You can even utilize integrated apps to learn about the several requirements of your customers. The customization aspect helps you in dealing with different customers in line with their issue. This facility apart from bettering your revenue also assists in multiplying customer base.

2. Aids in adapting to changes

There are some businesses that are very trustworthy and the reason for the same is that they have a good knowledge of the psychology of their customers. To take your business to new heights, you should be flexible enough to change in line with the transformation in the market. This is where Salesforce gets into action. It assists you in adapting to the change better in line with the variability of your customers. It even aids you in learning the underlying shift in the pattern of customers. Through this platform, you derive the power to make right decisions at the right time. This is the best part of Salesforce Marketing cloud.

4. Absolute safety

We are living in a world where data gets stolen every minute. Salesforce platform is ideal to counter such a threat as it provides ultimate protection against the misuse of data. By evaluating the data, you can secure your business from all threats emanating from cyberspace and your business rivals. It even assists in the encryption of data between your company and the customer. Also through Salesforce you can safeguard your customers from different kinds of stealth. And by providing high security, you can build loyalty and trust among your customers which can be beneficial for you in the long run. So, security is very vital when it comes to customer and company management, and Salesforce provides you with the same in abundance.

5. Increased Sales

With all the salesforce Marketing Cloud features at you disposal, the sales will also go up. The spike in sales differs in proportion to the security you offer to your customer. Also, it got custom-specific platforms and apps, which aid you in establishing connection with your customers via a single touch. This facilitates increased sales as well. Further, through data analytics offered by salesforce at an economical price, it becomes convenient to concentrate on big data to hike your sales by a huge margin.

6. Innovate easily

When the sales part is taken care of very well by Salesforce, you get plenty of time to involve with your customers and this leads to innovation. That’s the reason Salesforce is considered ideal. With this platform, you can come up with innovative ideas and execute them directly to learn the optimal returns of ideas. It is assumed that innovation can come out at any level in the hierarchy. Considering the same, this platform offers opportunities at various levels to every user. So as to have innovation to benefit the entire community and business.

7. Helps in making decision

Decision making is very critical in an organization. Now decision making can only be effective if you have administered information presented professionally. So, Salesforce aids you in better decision-making as well. The platform assists you by providing every information collected graphically. Also, it enables you in foreseeing the future trends, thereby rendering your choices very precise.

Spreading happiness

Armed with these features and your toil and diligence, delight of your customer is totally assured. It goes without saying that, if your customer is satisfied and content, you will benefit immensely as well. This is what Salesforce does for you: It can take your business to a new level altogether. That is the reason why Salesforce Marketing Cloud has gained currency across the globe as well.

Finally

In the end, it can be safely said that Salesforce isn’t only about buying or selling. It’s got to do with increasing happiness via connectivity and power for the benefit of customers as well as business. Salesforce tools are not merely materialistic assets, but they serve the purpose of entertainers, who give immense joy in several ways while toiling excessively internally.

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How Salesforce can benefit businesses in 2021?

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Do you in business deal with several vendors? Do you find it hard to follow up on all vendors, prospects, orders, and project deliverables? Also, is this impacting your business productivity? If the answer to these are yes, then the time is ripe for you to make a change. Businesses invest big-time on approaching vendors to invite quotations, and then focus hard on knowing about the statuses. With Salesforce at your disposal for vendor management, you can utilize any prospects and various vendors from a single location apart from dealing with your chief business operations.

Salesforce has been a blessing

Being a leading cloud computing platforms, Salesforce has totally transformed the manner in which organizations carry out business by bringing a hugely dynamic, customized and user-friendly platform for holistic implementation services, i.e. Force.com. With Force.com, developers can rapidly make and deploy ideal cloud applications that are compact, safe, and accessible and without fretting over provisioning hardware or application stacks. Also, this platform offers different tools for explaining the data model, the business rationale, and the user interface.

Two To Tango

It does not matter what you’re creating: a totally refurbished UI, merging data from several sources, or utilizing frameworks such as AngularJS, Ember, React, or Backbone, there will be scenarios where you would have to heavily utilize JavaScript. In case you are keeping a track of web development for the last few years, you would have seen the rise in the appeal of JavaScript frameworks in terms of building web applications. Currently, JavaScript frameworks have deservedly made their way into the Salesforce development lifecycle.

Top Salesforce Trends

Hence, at present it is very much obvious that it has become essential to utilize a CRM to boost sales and new customers and look after the retention rates. If someone mentions ‘CRM,’ then the first thing that comes to our mind is Salesforce, as this happens to be the czar in the CRM market. Hence, let us look at some of the famous Salesforce trends and the way businesses are going to capitalize on Salesforce in 2021.

Mobile Evolution

The trend of buying via mobile, and helping the software to back and turn the user experience convenient via disentangled interface design, began many moons ago. Salesforce will keep growing in this regard and the same thing can be expected this year. Among the mobile Salesforce prospects featured in 2021 happens to be a mobile application that helps to deal with the CRM instance on the go for all users in the system and building mobile web-pages and applications with Salesforce SDK with lesser involvement of code.

Artificial Intelligence

One of the biggest technical innovations in recent times, AI has started spreading its tentacles to the majority of the sectors. Even sales departments, regardless of any business, can derive a lot of advantages from it. Salesforce unleashed Einstein AI some time back, and while it is growing consistently, at present it is very much handy to improve the functioning of current products to derive maximum out of them. Sales Cloud permits AI to spot the ideal opportunities and offer useful insights through a sales analytics app and add more authenticity to the predictions. With this, it is possible to set automatic notifications to work on potential leads and as a result enhance the prospects of successful deals. A machine learning feature helps in case classifications and by utilizing Service Cloud, customer support representatives can solve routine cases early. Experts forecast that in 2021, executing Einstein AI into Salesforce products is going to be the most common request to Salesforce consulting companies and individuals.

Tailored to suit specific requirements

These days, it is not simply adequate to utilize a product out of the box as it is. Customization was very much there in Salesforce, but business industries in large numbers are triggering demand for certain functionalities and customizing the product in line with particular requirements, considering the array of various tools needed for a certain business to operate, such as billing systems, risk management, project management features, and other industry-specific things and workflows. It is obvious that being in the apparel business is different from being in the business offering booking services. This year, especially businesses have to seriously ponder over streamlining of their CRM. Like any software customization, you will have to get professional counseling to ensure that everything is established as per your requirements. Selecting the appropriate Salesforce consulting partner will define the success of your business. So, while taking such a call, don’t ignore the certifications and accord weightage to official Salesforce partners as this will help you in getting the desired outcomes for your business but also will save time and money for you.

Customer 360 platform

It is becoming extremely critical to nurture good ties with customers these days, as the technology evolves the satisfaction of existing customers matters a lot for businesses. This precisely the reason why assistance departments of all companies are emphasizing on offering excellent services to their clients. Currently, the Salesforce Customer 360 feature can lead to a lot of prosperity for the businesses. At the conclusion last year, Salesforce launched Customer 360 Truth edition that permits merging information of customers from all Salesforce applications at one place. By providing a unique ID to a user, you can see all previous interactions and profile details to ascertain how to provide the right solutions for any problems and display the superior level of customer care service.

Marketing Automation

This has to be highlighted, as this year we might see the proclivity to assign the resources to strategic goals and improving normal tasks devoid of human intervention. Marketing Sales Cloud can enhance marketing campaigns by helping you to dispatch automated emails, arrange customer data to offer targeted discounts, perform A/B tests, and many more things. That is the reason why business owners’ and marketers’ will be focusing on the same this year.

Finally

As a leading phenomenon in the CRM market, Salesforce will set new trends in almost all the industries. Having said that, the enhancement of the current Salesforce features, and the new releases are very important in helping businesses to grow further.

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How to enhance your contact center operations through Salesforce and Vlocity

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Despite customers shifting in droves to digital channels, traditional contact center support will stay as a critical service channel. In several contact centers, the capacity to serve customers is severely crippled by agent’s requirement to obtain multiple legacy applications. Also, the current Corona-induced work from home schedules have drastically affected the functioning of contact centers.

In the present ever-evolving marketplace, the contact center has a direct bearing on your turnover. To derive the maximum ROI on processes, technology, and employee performance, several companies are fixated on accomplishing the following within their contact centers:

  • Less issue resolution time
  • Widening self-service choices for customers
  • Minimal admin time for agents
  • Curtailed agent training and onboarding
  • bring down customer attrition
  • Heightened customer spend: lead generation, cross and upsell possibilities
  • High CSAT and NPS scores

Prior to resolving the above, you have to find out your pain points: The challenges or hurdles confronting you, High expenses, fresh agents, customer grievances, and call deflection needs.

To explain success lucidly for your business, you require key performance metrics for the sake of comparison. Have you started to track metrics? Certain traditional metrics such as Net promoter score (NPS), Customer satisfaction (CSAT), Average handle time (AHT), First call resolution (FCR), Call Deflection rate, or Agent Attrition rate will aid you in understanding where you need to focus first.

Once you are aware of what to target, you need tools for the same as well. So, what tools will help you get there?

Adding Vlocity to your Salesforce Org

Salesforce happens to be a little bit more than a CRM — so kindly utilize it likewise. Activate your Org by developing and deploying cloud applications, tools, and services to automate business procedures, and merge with external applications. Having appropriate tools for automation is a must for your contact center to function smoothly and widens your team’s bandwidth to deal with more complex customer-specific concerns.

Salesforce gels perfectly with others. If united with Salesforce, Vlocity can quicken business process transformations focussed on agent and customer experiences. Vlocity also offers innovative solutions for industry and customer modules that can be fully exploited to enhance value. The advantages of Vlocity lies in its framework: Vlocity Cards, OmniScript, Data Integration tools, and innovative industry-centric functionality. These tools are adept at solving any issues plaguing your contact center.

By properly executing Vlocity in your contact center, you can bring down call handle and training times by offering contact center agents a single engagement layer via Vlocity’s Card Framework, Vlocity Actions and Omniscript. Omniscripts denoting guided processes are easily downloadable and customized from the Vlocity Process Library for usual service requests such as intimating a beneficiary, seeking an ID card, address changes, and dozens of others. Guided Processes do away with the need for a different Standard Operating Procedures (SOP) binder as the SOP is encoded into the Omniscript. These processes can be utilized for portals and mobile apps apart from the contact center. By easing the process of merger with external systems via microservices these transactions happen with merely a few clicks and without exiting the Salesforce platform.

Improving customer satisfaction and agents’ AHT

In the past, contact center agents wasted a lot of time going through several applications in order to find and resolve the caller grievances. If a lot of time is wasted in resolving the issue then it can be frustrating for both customers and agents. By utilizing optimally both native Salesforce Service Console and Vlocity cards, every information can be showcased in a single view on an agent’s screen. This results in an improvement in agents’ Average Handle Time and even the time spent on the call comes down, enhancing customer satisfaction and your key CSAT and NPS metrics. Having the right platform, can help you to swiftly and conveniently better your ROI on your people, processes, and technology. However, the benefits go beyond these. Whether you are striving to bring down issue resolution or cut down admin time for agents, these goals aid your team to be involved:

More agency for agents

Agents are very vital to the scheme of any contact center. If your team gets job satisfaction constantly and the feel of empowerment while performing their jobs, then resultantly it brings down agent training, onboarding time, and eventually agent attrition. By having proper tools in place, and the right training at the beginning, your contact center will have more merrier and engaged employees.

Whittle down complexities

Complexities pertaining to certain products result in longer training times, together with high agent turnover and your expenditure to bring in and retain/retrain agents can mount significantly. By optimizing Vlocity OmniScript, a stable call script can be optimally utilized for every kind of call. The training time needed for fresh agents can come down by several notches. Intuitive tools permitting an agent to control and learn customer interactions on their own assists in cutting down attrition rates and enhances employee satisfaction.When several tools are employed in one comprehensive program, then contact centers can optimally utilize staff across various channels, betters the handling time of customers and reduces training time for employees.

Assures compliance

With regard to contact centers in extremely controlled industries, apart from field tracking offered by Salesforce Shield, Vlocity includes caller verification and interaction logging to the compliance toolset. The Vlocity system even has functionality like innovative elements to carry out caller verification before showcasing the caller’s information. This element can be configured for various types of verification issues. There is even an extra facility for the agent through which he or she can click on an icon to comfortably capture crucial data elements being shared during the call. This gets automatically included in the interaction log.

Turning customers ecstatic

Cutting down customer attrition and maximizing customer self-service potentials happen to be two business drivers that work in tandem to accomplish any goals of the company, keeping customers in good humor. Salesforce Customer Communities makes an engagement platform for customers to communicate unlimitedly with company, at their convenience and leisure. Unifying Communities abilities with Vlocity’s Cards and Omni Scripts, customers get increased opportunities for self-service features and call deflection, which enables your agents to focus more on core activities related to customers.

Incorporating email or text to offer dynamic notification to involve your customers can significantly enhance NPS, especially notifications regarding crucial milestones in old transactions. Giving proactive information to your customers also serves the purpose of a call deflection mechanism. For key or long-running transactions, you can involve your customers by optimizing nurture campaigns. Each of these happen to be the strength of Salesforce Marketing Cloud.

Add more value to your contact center

It’s common knowledge that contact centers happen to be a tough working environment. Bettering agent toolkits to effectively tackle, deflect, and resolve customer calls is a continuous procedure. Integrating Salesforce and Vlocity in order to offer clarity over the customer and relevant data points, permits agents to concentrate more on customer issues than the procedures needed to do so. By properly utilizing Salesforce and Vlocity capacities, your company can enhance customer retention, eliminate the requirement for legacy interfaces, maximize customer satisfaction, cut down AHT and training time, and offer a holistic view of your customer to all agents. Our incisive sub-industry focus, together with success related to Salesforce and Vlocity, make us better placed to offer additional value to your contact center operations.