In today’s competitive market, delivering world-class services focused on the customer experience (CX) is the name of the game. With market drivers like Amazon, a company that changes every 11.7 seconds to improve and deliver superior services that drive growth, customers expect their needs to be met, fast. Enhancing your company’s CX is crucial to building customer loyalty.
It’s important to understand that while providing exceptional service is a key component of any company’s growth, revenue, and ability to upsell and retain customers, simply delighting customers is not enough. They need a seamless experience across all touchpoints, including Salesforce-driven services. One way to improve Salesforce customer experience is by embracing tech solutions, such as automation and AI. The more seamlessly you integrate your Salesforce business processes, the more your customer loyalty will grow.
This article will discuss how to use Salesforce with a customer-centric approach and take advantage of the latest technologies to provide an excellent customer experience.
What is A Good Salesforce Customer Experience?
While many companies focus chiefly on metrics, marketing, and customer service to improve CX and customer retention, it’s becoming increasingly clear that a combination of AI and comprehensive predictive analytics tools will forge the way ahead.
Backed by AI, companies are increasingly focusing away from marketing to categories and demographics. Instead, they’re embracing the ability to cater to individuals’ specific needs. Using AI and analytic tools for predictive insights gained, and putting those insights into use is the future.
From start to finish, a good Salesforce customer experience will now involve processes that enable cross-department and cross-platform access to customer data, personalized customer service, and the use of AI-powered applications that can anticipate customer needs.
While the customer experience may vary depending on your company structure and IT landscape, it should combine the latest technology with a customer-centric approach.
Using Salesforce to Provide World Class Service
In a competitive market where it may be increasingly difficult to differentiate your company from other brands, we’ve listed a few Salesforce CRM platform strategies to help you improve customer experience and provide world-class service:
Transform Company Culture
Centering your company culture around customers requires pushing cultural change from upper-level management down. Encourage every employee — in every department — to adopt a customer-centric focus. Each employee must understand how customers’ needs change throughout the customer journey and how their work supports those needs.
However, cultural change can’t happen alone. Employees require supportive business processes, operations, and technology if you want your company culture to evolve. The Salesforce Platform can assist your company’s transformation. Through Salesforce, employees can access customer data across departments, easily track customer activity, automate procedures, and personalize customer interactions.
Automation and AI Technology
Automation and AI are some of the most powerful tools a company can use to transform the Salesforce customer experience. Before getting started, identify your company's specific issues and processes that should be streamlined and delegated to automation.
Automation speeds up tedious processes and can help you achieve brand consistency. Salesforce can automate several forms of marketing and customer communications, including:
- Automatic email responses.
- And more.
In addition to automation, Salesforce Einstein, AI built into the core platform, can provide valuable account insights, display lead and opportunity scoring, and perform sales analytics.
Automation to Improve Teamwork
In addition to improving customer experience directly, automating time-intensive, repetitive tasks improves your teams’ ability to work together. For instance, replacing manual testing with automation allows highly skilled employees to return to working on other business-critical tasks. Without the stress of managing cumbersome test creation and maintenance, they can collaborate and innovate to solve more complex problems.
Unfortunately, most Salesforce teams cannot test multiple cloud configurations and integrations and find it challenging to expand test coverage using traditional QA methods. Untested code can result in poor-quality software releases, reputation damage, and costly repairs.
Solutions like the Copado Robotic Testing platform allow you to delegate repetitive testing to robots. Improved test coverage and accuracy will simultaneously improve the Salesforce customer experience. AI-powered automation tools will ensure your customers enjoy reliable online interactions with your company.
The Benefits of Customer Loyalty
The customer-centric approach is not a new strategy, but the way the market competes to improve CX has changed dramatically over the past few years. Companies empowered by technology will customize and personalize customer interactions in entirely new ways.
Companies who use Salesforce to create a personalized experience backed by automation and AI will provide world-class service through every moment of the customer journey.
By better understanding customer needs and behaviors and utilizing technology to improve their experience, you will gain customer loyalty.
Loyal customers are far more likely to repurchase, try new products and services, and refer more business. They’re also much more likely to leave positive reviews online.
Contact Copado Today
Whether you’re starting a new business venture or improving an existing one, it’s essential to understand that delighting customers with technology, even using metrics and AI analytics alone, is not the end-all of the best customer experiences.
The goal should be to provide the best combination of customer service and technology that delivers support, empathy, and value throughout the customer journey, while also ensuring your business stands out from the rest.