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What are the Limitations of Digital Engagement in Salesforce? Let’s Discuss

CRM veteran Salesforce has always been a leader in improving customer service and reducing communication confusion. One of its many offerings that sets it apart is Salesforce digital engagement, which allows brands to engage with their customers over multiple channels: via SMS, social media, and email.

Salesforce digital engagement provides nice benefits, but at the same time, it has its limits that can hinder businesses in the proper usage of Digital Engagement Salesforce SMS tools. The trouble with this is we will explore these limitations in this blog and discuss how solutions such as DEOS (Digital Engagement on Steroids), add value.

Limitations of Salesforce Digital Engagement

Although Salesforce Digital Engagement serves as a powerful tool for maintaining customer relationships, several limitations hinder its effectiveness for businesses seeking more advanced functionalities.

Continuous Availability Requirement for Agents 

One of the key limitations of Salesforce digital engagement is that service representatives must remain online continuously to demonstrate their availability. For agents, this can be a significant drawback, as they are tied to their systems throughout their workday, which may hinder flexibility. This requirement impacts agents’ productivity as they cannot attend to other important tasks without compromising their availability on the platform.

Restrictions on Initiating Conversations 

Another major limitation is the inability to send the first text message from the business side. Often, businesses need to initiate a conversation with a customer for proactive engagement, whether for updates, reminders, or follow-ups. With Salesforce digital engagement SMS, initiating such contact is not possible, limiting the proactive reach of customer service teams and potentially affecting customer satisfaction.

Lack of a Free Trial 

For businesses considering Salesforce Digital Engagement, the lack of a free trial can be a roadblock. The tool requires a commitment of $75 per user per month, with no option to test it beforehand. For organizations unsure of the fit, this financial commitment can seem high, and the inability to test the tool’s capabilities beforehand might discourage potential users.

Limited Automation Options for Conversations 

Automation is a key part of modern customer service, allowing businesses to handle repetitive queries and provide instant support without adding to agent workload. However, with Salesforce digital engagement, Einstein Chatbots are available at an additional cost, which starts at around $100 for every 25 conversation sessions. This pricing can quickly become prohibitive, especially for businesses with high volumes of customer inquiries, thereby limiting the tool’s automation potential.

Bulk Messaging Constraints

Bulk messaging is a common feature in customer service that allows companies to send the same message to multiple recipients at once, useful for campaigns, notifications, or urgent updates. However, Salesforce digital engagement SMS supports bulk messaging only through Process Builder, and it caps at approximately 200-300 records. For companies with a larger customer base, this limitation can be restrictive, requiring multiple processes or additional tools to handle higher messaging volumes.

What’s Included in Salesforce Digital Engagement?

Before we explore a solution let’s see what is already available in the package of the Salesforce digital engagement base. We built the tool so that it can handle customer interactions across various channels but all within one platform – the Salesforce platform. This centralized system is a central system that allows you to watch customer problems and responses from a single dashboard, making it possible to see a wide view of the interactions with your customers.

Moreover, the platform supports omnichannel routing, allowing messages from different channels to reach the right representatives. This ensures faster response times and improved productivity. However, despite these useful features, limitations around flexibility, automation, and scalability hinder the tool’s effectiveness in larger, dynamic environments.

Overcoming Digital Engagement Salesforce SMS Limitations with DEOS

To address the limitations of standard Salesforce Digital Engagement, many businesses turn to Digital Engagement on Steroids (DEOS). DEOS acts as an enhanced extension, amplifying the functionalities of Salesforce Digital Engagement to make it a more comprehensive and scalable solution. Let’s examine how DEOS resolves some of the common challenges of Salesforce Digital Engagement SMS.

Enhanced Availability without Constant Presence 

DEOS removes the need for agents to be tied to their systems at all times to indicate their availability. With DEOS, service representatives can remain responsive to customers without being constantly online. This flexibility allows agents to take on other tasks and improves their productivity. Its because they aren’t solely confined to maintaining their online presence.

Initiate Conversations Proactively 

DEOS enables businesses to take the initiative in customer communication, overcoming the challenge of being unable to send the first text message. This capability is invaluable for proactive engagement. Teams can send welcome messages, appointment reminders, and other essential communications directly to customers, enhancing customer experience and satisfaction.

Affordable Automation with No-Code Solutions 

DEOS offers a cost-effective alternative for automation. Unlike Salesforce Digital Engagement’s reliance on pricey Einstein Chatbots, DEOS includes no-code options for creating chatbots and surveys. These no-code tools make it simple to automate common customer interactions and streamline service processes, all without requiring extensive technical expertise. This feature allows businesses to meet their automation needs without high operational costs.

Scalable Bulk Messaging Capabilities 

With DEOS, businesses can send messages to thousands of customers at once without facing Salesforce’s Process Builder limitations. By bypassing the 200-300 record cap, DEOS provides a truly scalable bulk messaging solution. This enables companies to manage high-volume messaging campaigns easily. This flexibility is particularly advantageous for large organizations needing to reach broader audiences quickly.

Streamlined Configuration and Setup Process 

While standard Salesforce digital engagement can have a lengthy and complex setup, often requiring over a week and a support team, DEOS simplifies the process. DEOS is designed to integrate seamlessly with Salesforce, enabling companies to set up and start using advanced engagement features with minimal downtime. The intuitive setup process saves time and eliminates the need for extensive assistance.

Reliable Support with Quick Response 

One notable shortcoming of Salesforce Digital Engagement is the lack of timely customer support. Users often have to rely on email support with delayed response times or pay extra for premium support options. DEOS, however, provides a more responsive support structure, with quick access to assistance when needed.

This service improvement enhances the user experience, ensuring businesses can resolve issues promptly and avoid disruptions in customer engagement. Do you know that despite a mistake, 78% of customers are willing to make repeat purchases if the customer service is excellent? That is why good CX is crucial to success.

Final Thoughts

Digital Engagement on Steroids (DEOS) has emerged as a solution that fills the functional gaps in Salesforce digital engagement, empowering businesses to reach new heights in customer engagement. By overcoming its limitations in automation, bulk messaging, etc., DEOS makes it easier for companies to provide efficient customer service.

Ultimately, while Salesforce’s digital engagement is a strong foundation for businesses seeking multi-channel communication, DEOS provides the robust features and flexibility that organizations need to elevate their engagement strategies and keep pace with growing customer demands. Ready to experience it? Drop us a line at care@360smsapp.com or click here to contact us.

Siddharth Sehgal

CEO

Siddharth Sehgal is CEO & Salesforce Communication Guru. He helps businesses grow exponentially by putting their Salesforce CRM on steroids with his unique techniques. He is on a mission to help businesses build deeper relationships with their customers.