New Conversation Channels in Salesforce Essentials: What Do They Mean To Customers?

Businesses are increasingly leveraging mobile and Social media platforms to reach billions of customers instantly and deliver personalized and connected customer experiences across channels at scale. Consider the fact that there are over 3 billion are using social networks across the globe. And in the digital era where tech-savvy customers are accustomed to increased conveniences of instant communication offered by these platforms, customer expectations have significantly increased with the brands they engage with. Yet, small businesses are faced with immense challenges to deliver these hyper-connected experiences that the customers expect. However, Salesforce has captured the interests of SMBs by adding a host of new conversation channels to Salesforce Essentials.

What is Salesforce Essentials?

Salesforce Essentials is the small business plan of Salesforce – offering solutions for sales and services that are easy to set up, use and maintain. It is exclusively designed at a reasonable cost (starting at just $25) for SMBs with small sales teams to sell smarter and faster by leveraging the app’s built-in intelligence.

Check out Salesforce Essentials pricing in detail here.

Now with latest updates to the existing Essentials features, the CRM platform broadens its capabilities – enabling businesses to seamlessly engage with customers across mobile, chat and social channels. Take a sneak peek into the newest Salesforce Conversation channels and what’s in store for its customers.

Frictionless Conversations Across Social Media – With a whole bunch of features updated to Conversation channels, sales and service reps can now connect and interact with customers across social media channels like Facebook Messenger, Instagram, YouTube – all from within the Salesforce instance. For example, a service rep can instantly respond to a customer query sent from Facebook Messenger, directly from Essentials. With other social media channels like Instagram and YouTube, reps get an instant notification when customers make comments on a post or video for which they can reply immediately via the Salesforce platform.

Real-time Multiple Chat Conversations from Salesforce – Website chat queries can be directly routed to sales/service reps using Salesforce chat widget – allowing them to handle multiple chat conversations – all from a single and unified Salesforce instance. Employees can take advantage of this feature to get a 360-degree view of the customer’s profile, including their purchase history, purchase behavior, previous interactions among many others.

Comprehensive Phone Support Integrated into the CRM – Lightning Dialer for Essentials integrated into the CRM platform allows you to make and receive calls right from Salesforce with many of the advanced features. Every time a sales/service rep makes or receives a call, critical customer information like case history and customer preferences are immediately available with a pop-up screen enabling reps to offer quick and personalized customer service thereby driving customer engagement and satisfaction.

Get Set up with the Latest Features in Minutes – With a whole new series of walkthroughs and guidelines including overviews on key channels like Facebook Messenger, chat and phone provided by Salesforce Essentials, setting up these features would be a breeze. Also, additional support from Salesforce includes a team of Salesforce Essentials coaches from the U.S and Canada, who will offer 1-to-1 live chat support to help you get it up and running in no time.

Have you tried any of these latest Conversation channels offered by Salesforce? And what’s your take on these brand-new features and updates? Please let us know in the comments section below.

Source: DemandBlue Blogs