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Digital EngagementUsing Salesforce Digital Engagement? Here’s How to Enhance your Messaging and Customer Interactions

Successful businesses always have one thing in common: the top-notch services they provide to their clients, ultimately enriching their business with a loyal customer base. 

According to Microsoft, More than half of the world’s consumers, that is 56%, consider customer service to be of great significance in terms of both their brand selection and loyalty.

As the business grew, so did its customer demands. The number of inquiries, complaints, and requests for information began to increase over different channels, which is sometimes impossible to handle manually.

Eventually, the customer service team became overwhelmed and struggled to keep up with the influx of messages. They spent most of their time responding to customer inquiries instead of working on more critical tasks, such as generating new leads and closing deals.

That’s where Salesforce Digital Engagement comes into play.

What is Salesforce Digital Engagement?

As the name suggests, this is a Salesforce tool that allows users to engage digitally over different platforms using Salesforce.

When focusing on streamlining the customer engagement process, Salesforce Digital Engagement allows you to deliver a consistent experience across all channels, including SMS, WhatsApp, email, and social media, all from a single platform.

The potential benefits of Digital Engagement Salesforce SMS can transform business operations, but soon you might discover that its basic version can be severely limiting.

Limitations of Digital Engagement 

To interact with customers, customer service representatives had to be in front of their systems for the entire day to show their availability. It didn’t allow them to send the first text message from their end to initiate a conversation. 

Furthermore, the free trial is unavailable, and buying a DE license is necessary, which is $75 per user per month.

Additionally, you’ll realize that Salesforce Digital Engagement is limited to specific communication channels, omnichannel, and the Service Cloud console. 

If we talk about automated conversations necessary to meet the modern user’s demand for quick responses, those could be quite expensive.

With each Salesforce digital engagement license, users get 25 bot conversations. DE supports bulk messaging through Process Builder for up to 200-300 records, which can be a significant drawback for larger businesses with more customers.

Overcoming DE Limitations for Enhanced Messaging and Customer Interactions

As every problem has a solution, you will be thrilled to learn that you can easily overcome these limitations by combining DE with an advanced messaging solution.

Do you know, as per Salesforce customer engagement research, 57% of customers prefer to engage through digital channels?

Users can enhance messaging and customer interactions by upgrading Salesforce SMS Digital Engagement. They can access various advanced capabilities and reduce user license costs, SMS outgoing costs, and WhatsApp messaging costs. 

Without being limited to ‘Process Builders’ for automation, they could automate messages through Workflow, Flows, APEX class, or APIs.

Upgrading Salesforce Digital Engagement lets them extend DE capabilities to more clouds and channels.

They can discover a list of features combining Digital Engagement with an advanced Salesforce native texting solution

Capabilities include bulk SMS from Salesforce Reports, hyperlinks tracking, email to SMS, template folders, incoming alerts bar, SMS analytics, unified conversation view, drip campaigns, chatbots, surveys, keyword-based data updating, and many more, get available to them in DE.

How Messaging and Customer Interactions Get Better with Salesforce Digital Engagement

Scalable Interactions over More Channels and Clouds

Upgrading Digital Engagement Salesforce SMS and messaging, you can extend its capabilities over more clouds and communication channels. 

This includes channels such as SMS, MMS, WhatsApp, Facebook, WeChat, Viber, LINE, Telegram, Kakao, Instagram,  ringless voicemail, and telephony, whereas clouds include Sales Cloud, Service Cloud, Marketing Cloud, and Pardot. 

You can use the combination of the two to send millions of messages using Salesforce reports over these channels, which makes DE quite scalable.

Better Productivity and Conversation Management

The amalgamation of the Salesforce digital engagement and the texting app brings along features like hyperlink tracking, email to SMS, template folders, incoming alerts bar, unified conversation view, color code incoming messages, and Verify the number. You can gauge the effectiveness of SMS campaigns and make necessary improvements. 

You can respond directly to SMS notification emails and send replies in SMS form,  eliminating the need to switch to an SMS channel, streamlining communication, and ensuring messages are delivered promptly.

Management of templates turns easier, allowing you to find them quickly when needed saving time and effort. With a unified conversation view,  you can get a consolidated view of all incoming messages, making it easier to keep track of conversations and respond promptly.

Color coding unread incoming messages allow businesses to prioritize urgent messages ensuring they are addressed quickly. And verifying phone numbers ensures that messages are sent to the valid number, ensuring sure-shot message delivery.

Overall, these features can help businesses streamline communication, save time, and increase productivity, ultimately leading to better customer satisfaction and increased profitability.

Automated Conversation Set up Become a Breeze

Gone are the days of complicated coding and endless hours spent setting up automated conversations! Thanks to no-code chatbots and surveys, automating communication becomes a breeze by upgrading Salesforce SMS Digital Engagement.

You can now create customized Salesforce chatbots to handle routine customer inquiries and surveys to collect valuable customer feedback, all without any coding experience. These highly intuitive and customizable chatbots allow businesses to automate conversations for different purposes, whether it is about qualifying leads or handling frequently asked questions. 

With no-code chatbots and surveys, you can streamline communication, save time, and increase customer satisfaction. It’s like handling all your customer service needs on your own.

Powerful Analytics

By extending digital engagement capabilities,  you can gain inside into powerful analytics. With MS Analytics SMS analytics and link tracking, you can get powerful insights into SMS marketing campaigns. 

You can get more drill-down reports and attributes to monitor customer engagement and track click-through rates by tracking links within their messages. 

SMS campaign optimization also becomes easier with SMS analytics data like open rates, conversion rates, and other key metrics. 

Businesses are prepped for more informed decisions and effective SMS marketing with such data.

On-the-Go Access to Salesforce Data

Currently, Salesforce Digital Engagement cannot function independently with Salesforce 1 Mobile. 

However, by upgrading the Salesforce Digital Engagement capability extension, you can utilize the integrated features of Salesforce Digital Engagement and the texting app while using the Salesforce 1 Mobile app on the go. 

Thus, you can effectively engage with customers and manage communication while on the move.

Multi-Channel Campaign Configuration in Minutes

If you’re looking for a way to boost engagement with your customers and prospects using Salesforce Digital Engagement,  you can configure multi-channel drip campaigns without coding! 

Enhancing the capabilities of Salesforce DE, multi-channel drip campaign configuration, and auto-segmentation based on user responses, setting up and managing drip campaigns become easier and more effective than ever.

Compliant Multi-Channel Messaging

Compliant multi-channel messaging ensures that you stay within legal boundaries when engaging with customers across various channels. 

This includes selective opt-in and opt-out options for customers, allowing you to control the messages depending on your audience’s requirements. 

You can also add custom fields to manage new texting laws. This way, you can ensure that customer service reps provide a high-quality customer experience while complying with relevant regulations.

Sounds amazing, doesn’t it?

Integrating an SMS app with Digital Engagement can make customer interactions even more efficient and effective. You can automate messages, streamline conversations, and offer a personalized customer experience.

The best part is everything can be done without investing much time and money.

Boost Salesforce Digital Engagement Capabilities and Upscale Multi-channel Interactions

Limitations always hamper a user’s capability to act. And this applies to Salesforce Digital Engagement also. It allows users to connect and manage conversations over different channels in Salesforce. But certain limitations of Salesforce Digital Engagement can limit a user’s capability to provide quality assistance. By extending Digital Engagement capabilities, you can get around DE limitations and access new and improved capabilities. This helps to provide a seamless and personalized experience. So, what are you waiting for?

Turn to our experts at or click here to contact us and upgrade your Digital Engagement today and see the difference it can make in your business!