7 Benefits of Salesforce Digital Engagement and a Secret to Build on Its Capabilities

These days customers have become choosy and have unique preferences for the communication channel. Thus, you cannot expect your customers to be present on a single communication channel.

Instead, you should be geared up to meet the communication requirements of your audiences, no matter which channel they use to reach out to your brand.

Your priority should be to deliver a consistent experience across all channels instead of enabling a single communication channel for communication.

Often businesses think that managing multiple channels is an expensive affair. But the benefit it brings to a business is much more than what you invest.

Salesforce Digital Engagement has enabled business ventures to engage with audiences over different channels and deliver a personalized experience.

Here are some benefits of Salesforce Digital Engagement service to look at.

Benefits of Salesforce Digital Engagement

1. Tailored Communications

Every customer is unique, and their requirements are unique too.

So, it is vital to personalize conversations no matter which communication channel a customer uses to connect with your brand.

With Salesforce Digital Engagement, you can deliver a personalize communication experience using a comprehensive view of each customer available on each channel.

2. Better Employee Efficiency

Salesforce Digital Engagement helps you route conversations to the right agent based on skillset and availability.

Also, agents can handle queries better and get answers using the Lightning Service Console, which helps with streamlined communications.

3. Time-Saver for Employees

Using Einstein Bots, agents can put bots at work to handle most common inquiries before routing complex ones to them.

Thus, employees do not have to engage themselves in repeated and common inquiries, which is quite time-saving for employees.

4. Easy Workload Monitoring

Salesforce Digital Engagement allows forms to monitor how much workload a single agent has. This helps to distribute the workload evenly among agents.

5. Better Support

It turns easier for support agents to render 24*7 self-service options to customers. Clients can help themselves without looking forward to someone to assist them.

6. Call Management from Console

You can even integrate a third-party CTI application to manage calls better. It would fetch data from Salesforce in the event of incoming calls, and you can even make calls from the console.

7. No Dependency on Web Connection

With Salesforce Digital Engagement, you can make the lives of field agents much easier. You can help them with mobile solutions to carry out their tasks better even without a web connection.

Apart from these advantages, you can extend Salesforce Digital Engagement advantages and make it even more powerful and cost-effective.

How to Build on Digital Engagement Capabilities?

Digital Engagement on Steroids (DEOS) is an add-on that allows you to extend messaging capabilities to more channels and clouds other than mobile messaging, web chat, WhatsApp, Facebook messages, social networks, and service cloud. You can even use voicemails and CTI of existing numbers.

Besides, you can extend its capabilities to Sales Cloud, Service Cloud, Marketing Cloud, and Pardot.

You can extend bot conversations which are limited to 25 bot conversations per user per license. Also, you get many advanced and point-and-click features to automate messages and simplify conversations.

Conclusion

No doubt, Salesforce Digital Engagement service provides you with enormous benefits. But with DEOS, you can extend its advantages and communications to more channels and clouds for effective communications. More importantly, you can avail of other advanced capabilities like drip campaigns, decision trees, no-code automation, link tracking, self-designed Chatbots, etc., taking your Digital Engagement operations to the next level.