In an attempt to deliver better customer experiences through meaningful human interactions, Salesforce recently introduced new features in Service and Marketing Cloud. These features would leverage AI, mobile, and customer data for a better yet engaging experience. Also, with these technologies, marketers, and teams can create personalized experiences for a complete customer lifecycle across industries.
Rising inflation is one of the reasons that has made customers scrutinize their spending. As per a study, 88% of customers believe that the experience a company provides is equally important to its products and services. Thus, companies are trying harder than before to deliver personalized experiences to foster trust and loyalty.
What’s New in Service Cloud?
As much as 79% of service professionals find it difficult to provide service without full customer context. With Voice innovations in Service Cloud, agents can deliver personalized interactions, drive value, and solve problems quickly. Now agents at your organization can bring empathy and solve critical problems with these innovations.
Contact Lens for Amazon Connect: With this, agents can use conversational transcription for phone calls (even the longer ones), real-time sentiment analysis, real-time supervisor alerts to deliver agent coaching, and full-text search on-call transcripts. AWS contact lens, which is powered by machine learning, would be natively for customers using Service Cloud with Amazon Connect.
Google Cloud and Genesys become Service Cloud Partners: This will help customers get more choice on how they use Service Cloud Voice and will help enable AI-powered recommendations and automate workflows for teams. These companies may integrate phone and customer data, automate transcriptions for calls and notes, and enable real-time suggestions for agents while they’re on a customer call.
What’s New in Field Service?
The newest innovations in Field Service for the modern mobile platforms would help connect teams on the frontline with their headquarters along with other subject matter experts in the field with customers. These features would help field service workers access the right information they need to do their jobs even when they are offline.
Multi-level Offline Briefcase: This would allow service agents to serve necessary records whether they are online or offline. Also, with this, agents working for critical organizations such as repairing telecommunications would be able to make quicker decisions.
Visual Remote Assistant: This helps customers get the option to schedule in advance and initiate a 1:1 virtual support session leveraging augmented reality from their mobile devices. Thus, this would help companies deliver fast customer resolutions.
What’s New in the Marketing Cloud?
Only 33% of marketers are satisfied with their ability to create better experiences using customer data, says the Salesforce State of Marketing 2021 report. With the Customer Data Platform, marketers can create a single source of truth to better engage with their customers in real-time.
Streaming Insights and Data Actions: This would allow marketers to capture real-time data signals to trigger workflow events. These data signals may be a new customer, a recent transaction, a payment issue, etc.
Advanced Identity Resolutions: This uses AI to match and merge disparate data for better customer identification. It is necessary to deduplicate fields such as an address, contact, or email information, as well as records with names that have multiple spellings or shortened nicknames. This would ensure that you get a complete customer profile.
Anonymous Profiles: This feature would allow marketers to track profiles and build a rich history of data on customers when they are in an anonymous state and then connect that data to their profiles once they come to a known state.
Wrap Up
We hope that you liked this latest update from the world of Salesforce. Do follow our blog and stay updated with us through our social media handles about our new posts. Also, if you’re looking forward to error-free Salesforce implementations based on your needs, experts can help. Get in touch with Salesforce specialists at HIC Global Solutions.
