Salesforce Digital Engagement is a process to respond to messages through different channels, including WhatsApp, SMS, Facebook Messenger, and Webchat. Digital Engagement is an essential process in today’s digital world, ensuring the proper customer support through the various communication processes. It is helpful for sales procedures as well.
Digital Engagement is the practice of finding out customers’ touchpoints and providing a personalized experience. Today in this blog, Cloudvandana will give an overview of the Salesforce Digital Engagement. A customer’s journey includes marketing, selling, and providing service in such a way that it switches between multiple channels without any interruptions.
Features Of Salesforce digital Engagement
Digital Engagement features are applied to Salesforce Service Cloud and Sales Cloud. Omni-channel unifies and manages sales representatives’ workload.
- Channel-Object Linking: Create rules to link channel interactions to objects such as contacts quickly. Fine-tune rules automatically link for sales representatives with suggested records to link.
- Webchat reaches out to the prospects with timely information when they visit the website to keep them on the webpage. It also increases productivity by allowing the sales representatives to engage with multiple options simultaneously.
- Einstein Bots free up the sales representatives’ time by handling routine requests and gathering information to help with the upcoming chat. For example, sales representatives can collect lead information to help with the forthcoming conversation.
- Messaging automatically follows up on leads by sending SMS text messages after filling out the web form. As a result, representatives can build 1:1 relationships and engage with prospects and customers.
How Does Salesforce Digital Engagement Work
A message is sent to a company at the higher level, which is then forwarded onto Salesforce to the route. Then as per the skills and accessibility, OmniChannel decides the agents to push for incoming messages. Developers can avail the add-on facility of Digital Engagement by paying extra costs.
Digital Engagement Channel Behaviour
It is essential to consider the behavior when Salesforce routes messages via different channels. For example, messages can be sent through various platforms, and once received, they are added to a queue.
Salesforce Digital Engagement provides a seamless experience and engagement to the customers from any device, anytime. Sales representatives who use the lightning sales console can use digital channels to be connected with customers and prospects. In addition, high-Velocity Sales users can use digital media from the workflow queue.
This was an overview of Salesforce’s digital engagement. If you have any further queries, please post your valuable comments in the comment section below or book a free consultation call with the Salesforce experts of CloudVandana.
Digital Marketing Manager at Cloudvandana Solutions