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What Does Salesforce Digital Engagement Do? Let’s Explore

Especially in the fast business-moving world today, it is more critical than ever to engage, if not faster — then for sure within an amicable time frame. Customers will always prefer to deal with the same channel on which they have been reaching businesses, whether that be SMS/ Social or Email. Salesforce got the way customers are behaving and decided to introduce tools to help businesses optimize & simplify their customer communication.

One of those solutions is Digital Engagement messaging in Salesforce, a great tool to gather all of your touchpoints with a customer in one frictionless experience. In this blog, we’ll explore what Salesforce Digital Engagement does, its key features, and how Digital Engagement on Steroids (DEOS) further enhances the functionality for businesses.

What Does Salesforce Digital Engagement Do?

Salesforce Digital Engagement is an omnichannel solution that enables businesses to engage customers on multiple digital channels using Salesforce. This allows organizations to manage all communications via SMS, email, web chat, and social networks like Facebook Messenger, WhatsApp and so much more from the same unified interface.

A centralized view of interactions allows to deliver customers a better and more personal experience and increases customer satisfaction by bringing all channels to one location. By consolidating customer interactions from various channels, businesses can provide better, more personalized experiences and improve customer satisfaction.

Some key capabilities of Salesforce Digital Engagement include:

1. Omnichannel Support

Regardless if a customer contacts you through text message, email, or social media platform (Facebook Messenger, WhatsApp), Salesforce digital engagement ensures that users can manage interactions on a single platform without segmentation of channels. This connects customers with your staff on their preferred channels yet keeps track of those same conversations.

2. Real-time Conversations and Messaging

However, Salesforce Digital Engagement does not let you send the very first text message to set up a conversation on your part. Businesses can be conversed by customers in the case of incoming messages as well. It is important to have the full support of SMS and also knowledge-based instant messaging which helps in faster responses to customer queries, especially in those industries where being quick is everything.

3. Automation and Intelligent Routing

Salesforce digital engagement is a platform with strong automation of workflows and responses. Businesses can set up common customer queries to the response and agents will be spared from attending the repetitive tasks. Also, intelligent routing makes it possible to direct each inquiry to the right agent per pre-set criteria such as skill set, availability, or urgency.

4. Personalized Customer Experience

Salesforce digital engagement enables companies to use customer communication data available in Salesforce CRM for customizing communication, based on data. This way agents can look at past interactions, get an idea of what the individual is looking for, and build upon this topic to provide more relevant information and increase the probability of successful resolution.

Digital Engagement on Steroids (DEOS) Elevating Digital Engagement Messaging in Salesforce 

Although there are numerous tools within Salesforce digital engagement for customer interaction, today’s contemporary businesses need even more sophisticated possibilities. This is where Digital Engagement on Steroids (DEOS) comes in. Whether it is about Digital Engagement for Sales Cloud or Salesforce Service Cloud Digital Engagement, DEOS upgrades Salesforce Digital Engagement and corrects some of its shortcomings as well as introduces new features that enable organizations to transform their customer interactions.

1. Advanced Automation for Digital Engagement messaging in Salesforce

DEOS takes automation a step further by incorporating no-code chatbots and workflows that help automate repetitive tasks and improve customer experience. With DEOS, there is the opportunity to integrate no-code chatbots to eliminate various repetitive tasks. for the first-level client interactions with sterner issues being referred to live operators. This, in turn, ensures more time for other valuable tasks and lessens the response time to customers for improved customer relations.

2. Increased Flexibility and Scalability

Another downside of standard Salesforce digital engagement is the incapability of sending mass messages when an organization is huge.  Marketers are restricted by the number of messages they can send. Thus, DEOS presents a more flexible and scalable messaging solution. This is particularly useful for marketing campaigns and urgent notifications.

3. Proactive Engagement and First Message Initiation

A major drawback of using Salesforce digital engagement is that the business lacks the ability to send the initial text message to the customer. However, DEOS deals with this through the first message initiation by the business for communication. This capability enables businesses to proactively engage the customer with replies likely to give the customer the feeling of being put first as well as quick response to their inquiries.

4. Possibilities Across More Clouds

DEOS is the Salesforce Digital Engagement on Steroids that expands on the features and offerings of Digital Engagement for Sales Cloud, Salesforce Service Cloud Digital Engagement features, Marketing Cloud, and Pardot. This integration is effective in reaching customers throughout every phase from the generation of new leads in the Sales Cloud, responding to such leads in the Service Cloud, creating focused advertising and marketing in the Marketing Cloud, or cultivating leads in Pardot. DEOS brings advanced messaging, AI-powered automation, and personalized communication, enabling teams to deliver seamless, real-time engagement across all Salesforce clouds, resulting in a more effective and cohesive customer experience.

5. Mobile Access to Digital Engagement

Salesforce Digital Engagement doesn’t integrate with the Salesforce 1 Mobile app, limiting on-the-go access. However, with DEOS, teams can use the Salesforce digital engagement and 360 SMS capabilities right in the mobile app. This enables sales support and service staff to reply to messages, send SMS, view customer profiles during their field trips, and more. This helps in guaranteeing customers’ fast and personalized services. This sort of mobile accessibility results in high productivity and enhanced customer satisfaction in real time.

This way, DEOS makes it possible for businesses to go beyond the simple Digital Engagement Messaging in Salesforce and get a system that is more innovative, flexible, optimized, and gainable for their specific needs.

Now let’s address some common questions related to Salesforce Digital Engagement for more clarity.

What is Salesforce Engagement?

Salesforce engagement refers to a Salesforce solution to interact with customers across channels like email, SMS, and social media, enhancing customer relationships and driving growth.

How to Enable Digital Engagement in Salesforce?

To enable Digital Engagement in Salesforce, purchase and assign the Digital Engagement add-on license. Set up communication channels like SMS, WhatsApp, and live chat in Service Setup, and integrate with Service Cloud. Configure workflows and automation, such as Einstein Bots, to enhance multi-channel engagement.

Does Salesforce Have a Digital Asset Management System?

Salesforce doesn’t offer a native digital asset management system. However, it provides CMS and third-party integrations for managing digital assets like images, videos, and documents within the platform.

Conclusion

Salesforce digital engagement is a robust tool that helps to organize client communications within different channels within the Salesforce system. Despite many useful benefits, Digital Engagement for Sales Cloud and Salesforce Service Cloud Digital Engagement lacks many advancements that can be improved by using DEOS. With features of more advanced levels of automation, substantial scalability levels, and proactive contact with customers and clients, DEOS guarantees businesses the capability to offer the best customer experience while giving them an edge over their competition. Ready to maximize Salesforce Digital Engagement with DEOS?

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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.