How Salesforce Experience Cloud Enhances Customer Experience

A business needs to nurture its customer relationships to grow. If your customers are unable to connect with your brand, they will gradually drop out.

This is where Salesforce Experience Cloud plays an instrumental role.

Salesforce Experience Cloud is an online social platform that helps companies build online communities and enables their customers, partners, and employees to connect among themselves and share the requisite data and records in real-time. It helps your customers find quick solutions to their issues and answers to their queries by connecting with other customers in the community.

In this blog post, we will discuss how you can build better relationships with your customers and partners with the help of Salesforce Experience Cloud.

Benefits of Salesforce Experience Cloud

Salesforce Experience Cloud enables your business to build communities to help you engage customers with your brand. Here are its key benefits:

Minimizes Customer Churn

The Salesforce Experience Cloud allows gamification on communities. Gamification is a great way to engage your community members and keep them motivated. The platform encourages customers to participate actively, which minimizes the churn rate.

Supports Idea Generation

Communities on Experience Cloud are platforms where businesses encourage their customers to post creative ideas. Customers can suggest improvements in the existing products and even propose new product ideas to a business. Such communities help businesses connect with their customers on the ground level. They not only help customers get connected to the brand but even connect with one another.

Promotes Brand Advocacy and Self Service

Salesforce Experience Cloud serves as a self-help tool for customers. Customers can easily search for solutions to their problems and use it as a knowledge base to source answers to their queries. This considerably improves the service metrics of a business, for instance, lower chat volumes and decreased support tickets.

Makes Partner Management Better

Salesforce Experience Cloud provides a partner portal for immediate access to all the resources, product information, and critical sales assets. It even supports business partners with training and certification courses for the smooth sailing of your sales organization.

Challenges in Salesforce-Powered Communities

The above benefits show how crucial the Salesforce-powered communities are for any business today. However, it has its challenges when it comes to ideas management, gamification, and onboarding of new customers and employees.

Let’s take a look at some challenges that businesses face with Experience Cloud along with their solutions.

Challenges in Idea Management

In today’s customer-centric world, businesses involve their customers in the ideation process. To support this, Salesforce offers an “Ideas” component. This is a platform where customers can share their opinions freely. It allows customers to post ideas, subscribes to ideas, and even vote for an idea.

However, the standard Ideas component is not compatible with Salesforce Lightning Experience (LEX) which most businesses work on.

Solution – IdeasPro

IdeasPro is a Salesforce-native, Lightning-ready Ideas Management Platform built by Grazitti that helps in streamlining the ideas management process in Salesforce communities. Its 20+ out-of-the-box functionalities provide robust ideation solutions for your online communities.

This platform is an upgraded version of the standard Ideas component that is supported in the Salesforce Classic version.

Its key features include account mapping, profanity prevention, merging duplicate ideas, deflecting ideas, converting emails to ideas, and more.

IdeasPro helps enhance the brand transparency and business value of your community. It helps streamline the ideas that are shared on your community and contributes to the business’s innovation process.

Challenges in Community Engagement

Customer engagement is one of the most crucial aspects for businesses. To make this possible, modern businesses leverage online communities.

The purpose of online communities is to drive meaningful engagement, making prospects turn into customers and retain existing customers.

However, encouraging community participation is a challenge as not every customer or prospect actively participates in community activities.

This is where gamification comes into play.

Gamification on the Salesforce Experience Cloud helps in enhancing customer engagement on the community.

However, there are certain challenges in gamification on Salesforce-powered communities.

The standard version of the gamification tool in Salesforce does not allow gamifying custom objects. Moreover, there are a limited number of gamification-related actions allowed on the platform.

Solution – ScoreNotch

To take gamification on Salesforce communities one step ahead and provide a feature-loaded gamification experience, ScoreNotch is the best bet.

ScoreNotch, a Salesforce-native and Lightning-ready component, presents a dynamic version of gamification on Salesforce communities. It is loaded with powerful features that enable community members to engage well in the communities. Here are some of its key features.

• It helps earn reputation points.
• It enables participants to score benchmarks and reputation levels.
• The community members can be assigned missions to enhance motivation.
• Community members are entitled to earn badges as rewards for their activities.
• It allows leaderboard customizations with pre-fed themes.
• It provides a complete view of the score history of the community member.

Challenge – Digital Adoption

User experience is crucial for any online community. And when a new user navigates through an online community on Salesforce, it’s imperative to consider the challenges they might face.

Providing a detailed and guided digital tour on an online community makes the onboarding experience smooth for any customer, employee, or trainee.

Solution – GuideIn

GuideIn is a solution to provide walkthroughs, training, and onboarding on the Salesforce Experience Cloud. It allows branding your community tours and walkthroughs and even designing them with different themes. Also, it helps in tracking the progress of the user, boosts user adoption, and accelerates the onboarding process.

Wrapping Up

Salesforce Experience Cloud helps create personalized digital experiences for your customers. However, in areas where standard functionalities on the portal do not serve your purpose, custom digital products can help.

Want to Create Powerful Digital Experiences on Salesforce Experience Cloud? Talk to Us!