Tag: Einstein AI

Customer 360, Salesforce

5 Steps to Plan your Customer 360 Marketing Journey Strategy

Is your number of customers or customer strength unlike anticipated?

For a start-up or an emerging business, the number of the customer is the real metric of success. The more no. of customers you have, the more success you are ought to have.

To keep your customer, you need to efficiently market your product and make them realize the real value of the product.

Follow the below steps to solve your problem and grow your business:

Know your customers

In the age of digital, 

Data is more expensive than oil.

So, focussing on growth without knowing the customers is no more possible. 

It is most likely that you already have enough data about your customers, or you have active sources that can provide detailed data related to you and your customers.

Analyze the browsing history and transaction data that you have irrespective of whether the journey resulted in a purchase or not.

If you are a Salesforce customer (if not, what are you waiting for?), you are already abroad. Salesforce collects your customer data and manages everything for you. With its in-house facilities, you can grow your business smoothly.

Connect the dots

With this readymade data availability, there comes inevitable corrupt or inaccurate data that requires cleaning and organizing them into sensible data.

With the use of sophisticated apps in the AppExchange platform, you can organize your data seamlessly without any extra effort. You can also get apps that help you to visualize the data collected through Salesforce.

Data science and AI

Take refuge under data science with Machine learning to make sense of the data collected. Customer Psychological behavior is very complex and requires developing models to interpret the data accurately. There is no better way to model the data than using Machine learning.

Einstein AI, a comprehensive AI for CRM, makes you an AI-first company so you can get smarter and more predictive about your customers. Einstein AI has the potential to evolve your Sales, service, Marketing, and IT sector. To start using Einstein AI, you need to put your data in the Salesforce, which Einstein AI is powered.

Time for some action

The data analysis should have given some insights into customer behavior out of the raw data. 

Now, it’s time you should value personalizing interfaces such as email, website, mobile app to direct your customer towards buying decisions or get rid of likely hurdles such as high shipping fee, few payment options, etc.

It’s essential to know that your customers can reach your goal and their desired goals.

This might sound nothing to you, but these are all very essential in CRM. These are various apps available in the AppExchange platform that can aid you in developing robust CRM through Salesforce.

Customer’s journey to you

Need to understand your customer behavior while interacting with your services and the journey that directs your customer to your goal.

A large conversion funnel is essential to understand the customer buying process. Identify and map the steps taken in the most popular journey by the customers to buy your product.

Mapping the customer journey and visually laying out will help you to identify gaps in your system.

Summary

  1. Collect customer data
  2. Organize the data obtained
  3. Analyze the data obtained
  4. Take insight-based action
  5. Understand your customer’s journey

CEPTES is a Salesforce Silver consulting partner that can guide you as your strategic partner to speed up the business value of your Salesforce.com investment through consultation, digitization, and innovation. If you are thinking of growing your business using the Salesforce platform, we can help you to know more. Please get in touch.

CRM, Einstein Analytics, Sales Cloud

Enhancing your Salesforce CRM performance with Einstein AI

We all agree Artificial Intelligence (AI) is a disruptive technology in today’s data-driven business world. There are vast amounts of data generating from multiple sources, and it is nearly impossible to collect, store, use, maintain, and access all the data.

Data is the new oil and it is extremely essential for businesses to unlock data secrets in order to achieve better business results. Salesforce as the #1 CRM provider in the world has been transforming businesses of various sizes & types by optimizing critical business processes. And data is playing a significant role in this. Data that is not being used properly is of no use. Even storing & maintaining the data comes with a huge cost. 

Here analytics plays a key role in helping enterprises leverage the power of their CRM data in order to give customer insights so that every customer interaction can be personalized with higher engagement. Salesforce is no different. With the help of next-gen analytics, enterprises can extend the power of the platform and accelerate their journey to success. 

  • An efficient method of data management
  • Optimized way of sales strategy
  • A more accurate way of sales forecasting
  • Increased customer satisfaction
  • Reduces the cost
  • From purchase history, it can determine the buying trends
  • Better sentiment and intent analysis recommends products and up-selling
  • Increases productivity

Einstein Analytics which is the only business analytics solution native to Salesforce, allows users to accelerate sales, enhance customer service, optimize business processes, and maximize ROI from their marketing campaigns. 

Now the main topic arises, How Einstein AI enhances CRM performance?

  • Einstein AI mainly works on Sales, Marketing, and Services.
  • The AI spends time with customers, knows the customer needs, and then predicts the best next step. It understands the points where business lags, and it indicates to expand your business better.
  • Einstein AI keeps a check on the social media platform and decides what people like the most. By this, it predicts the best customers at every campaign, reaches them at the right time to deliver the right services and products.
  • Knowing the customer’s needs can cross-sell and upsell the product at the right time, and it can predict the product break before using that product.
  • Einstein AI has shown significant change and development patterns in the business, shifting the domain from business-oriented to customer-oriented.
  • Einstein AI takes care of the past reviews for guiding light to the future strategies. If that service or product is highly appreciated, it works to make it better, and if the service or product is criticized, it works to reflect better results.

You will be astonished to know that,

  • Einstein AI can work very smoothly without hiring a data scientist.
  • It can automatically simplify and predict the routine tasks. 
  • It can manage the customer responses and creates more enthusiasm within the customers to buy the products.

To summarize,

  • Einstein AI works very smoothly; it manages every customer’s responses and deals with every customer properly to enhance the business and increases productivity.
  • It checks every customer’s interest from their social media and deals with that type of product.
  • The Einstein AI checks the past responses and makes the service or product the better way for the future, and it also checks the customers’ criticism, and it reflects to give the best results. 
  • Einstein AI works without any data scientist, and it manages customer responses to create satisfaction within the customers.

CEPTES, as a Certified Salesforce Silver consulting partner with over a decade of technical expertise, provides the service starting from the initial build to test and deploy with an accelerated development cycle. 

To give your employees and partners a consistent view of data and access to new insights using Einstein Analytics, get in touch with our team.

Einstein, Einstein Analytics, Marketing Cloud

Salesforce has Introduced New Einstein Email Capabilities for its Marketing Cloud

Salesforce has recently introduced new email features in its Marketing Cloud in order to make email capabilities more efficient. The new Einstein Email capabilities will help new-age marketers enhance their productivity, send more personalized emails and drive more customer engagement. 

Salesforce’s intelligence platform Einstein Analytics is currently helping marketers get valuable insights in order to run more efficient campaigns as well as drive high-level personalization. Salesforce has now introduced enhancements on its email content selection, copying and messaging front. Einstein Content Selection, a powerful feature automatically recommends assets to use throughout messages that are customized to customer’s specific interests. 

Einstein Copy Insights uses natural language processing (NLP) to identify most engaging words and phrases for email subject lines, text messages and social media copy to improve engagement. With the new Einstein Messaging Insights, marketers will be now notified which email journeys or messages are underperforming or overperforming. This will help them to take future actions. 

Apart from these, Salesforce’s acquired Rebel (Interactive email provider) team will now enable creating interactive emails that will allow recipients to take action directly within an email. This is similar to AMP for Gmail where users browse image carousels, fill forms, register events, etc. directly from their inbox. Salesforce is planning to launch this pilot early in 2020 with its Email Studio & Journey Builder. 

Salesforce has also introduced two features to boost email marketing journey template creation. Journey Templates supports the sharing of templates across organizations. Einstein helps it to be more effective by recommending better performing content, text, or journey paths. These new features will automatically identify errors prior to springing a campaign and also identify items that require improvements. 

Email marketing has been one of the top drivers for marketers. A majority of the SMBs rely on email marketing for customer acquisition. Personalization is the key when it comes to improving email marketing for engagement and sales. These new Einstein capabilities in the email powered by AI & interactive email components will surely help marketers improve customer engagement. 

To get the best of your Salesforce Marketing Cloud investments and to make your email marketing more efficient, please get in touch with our Certified Marketing Cloud experts. 

Also Read: Decoding Einstein Analytics & how it is integrating data to accelerate business success

 

AI, Einstein, Service Cloud

Salesforce added new Einstein AI capabilities & Quip in the Service Cloud

Salesforce has announced that they are going to introduce new artificial intelligence and productivity solutions to empower customer service agents through Service Cloud. The newly added features will help service agents to focus more on delivering the human side of service including intelligence, critical thinking and problem-solving. As delivering excellent customer service is rapidly influencing businesses, the role of service agents is quickly shifting. With the new AI-powered recommendations, automated routing, and embedded productivity and collaboration capabilities, Salesforce is transforming customer service teams to meet today’s customer service needs.

Service agent’s role is growing with AI adoption

With Einstein AI, service agents are rapidly shifting their focus from a case-centric approach to a customer-centric approach. The new AI solutions are helping service agents answer queries, and partially automating various processes. As per the third edition of the Salesforce State of Service report, 82% of the service leaders believe their customer service function must transform in order to stay competitive, and 77% of the service based organizations are planning to invest significantly in service agent training. This will impact a service agent’s role, as 71% of service agents believe their jobs are more strategic than two years ago and 75% saying their organizations are now considering them as brand ambassadors as they are on the front lines of all customer interactions.

New Einstein AI additions;

Over the years, Salesforce kept on adding new Einstein capabilities into their Service Cloud. Einstein Bots and Einstein Case Classifications were the last additions. Recently Salesforce has added four new capabilities;

  • Einstein Reply Recommendations

Einstein will include natural language processing to instantly suggest the best responses to service agents over the chat and messaging. This will save significant time and enhance the quality of the responses to customer requests.

  • Einstein Article Recommendations

Einstein Article Recommendations will automatically recommend the best knowledge articles to service agents, empowering them with the right information they need while resolving customer cases quickly.

  • Einstein Next Best Action

This will embrace business rules and predictive intelligence to suggest the next action a service agent should take while interacting with a customer. This will enhance customer satisfaction and will initiate up-selling and cross-selling opportunities.

  • Einstein Case Routing

This feature will completely automate the case routing process with machine learning that filters cases and sends it to the right queue or agent based on their skills and abilities based on their past expertise.

Empowering Collaboration: Quip for Service Cloud

The other important announcement from Salesforce was the availability of Quip on Service Cloud. Previously, service agents were spending more time in searching answers for customer queries by going through huge documentation, checking with other teams, switching multiple applications etc. This took out their focus from customer engagement. With the introduction of Quip for Service, service agents can access the collaboration tool to create, update and collaborate documents across their organization. This will definitely enhance customer service standards and enrich the customer experience.

Quip for Service allows agents to co-author documents, and help them resolve complex customer problems. This will also have live collaborative conversations directly within the case record. Admins can create and publish Quip templates in the agent console, as well as customize them based on various use cases and needs.

Salesforce bought Quip in 2016 for $750 million and till date Quip was a standalone product. Salesforce also said that they have embedded Quip in their Sales Cloud.

What does this mean for Salesforce Service Cloud users?

These newly added features will fundamentally change how various service agents are currently working. Salesforce is rapidly including Einstein AI in its portfolio. The latest additions in the Service Cloud will enable service agents to transform their roles and focus more on customer deliverables such as higher engagements and customer satisfaction. Quip for Service will allow service agents in easy collaboration and will become a viable alternative to various office automation tools. This will surely reduce huge office tool license costs.

 

CEPTES offers Salesforce Service Cloud Solutions

CEPTES offers end-to-end Salesforce Service Cloud solutions ranging from implementation, consulting, migration, support, and enhancement. Our Salesforce certified Service Cloud consultants are experts in optimizing customer support processes and we are one of the pioneers in offering Salesforce Service Cloud implementation services to business of every size and nature. We can help your service agents close deals faster, offer intelligent self-service, personalize customer care and predict needs, and drive service productivity from the call center to the field. Get in touch with our Service Cloud experts today!

Cloud, Einstein

Salesforce Releases the Next Generation of Service Cloud Einstein

Global CRM leader Salesforce has announced the next generation of their service cloud Einstein, which will combine its CRM solution with Artificial Intelligence (AI) and will offer a pack of other new features to its agents and customers. This will help companies improve their customer service through automation.

Companies can now use Einstein Bots to automate their service requests. Bots can respond to customer requests immediately and engage them in order to gather basic information. This will free up a lot of agent’s time and enable them to address customer queries in a more prominent manner. In order to enhance their customer interaction, bots will use machine learning and natural language processing.

As per the press release, Lightning Flow for service is also now generally available which will help businesses offer guided service processes. This will take customers through self-service interactions. This service will also assist agents to fulfill customer requests and resolve issues. Lightning Flow will remove the guesswork from customer interactions and will deliver connected service experiences with an integrated customer view.

Einstein Next Best Action will then examine the customer interaction history and will provide agents intelligent and contextual recommendations including offers for specific customers. This will make the service more personalized. Einstein Next Best Actions will surface insights directly within the service cloud console which will enable faster case resolution, boost customer satisfaction and power upsell opportunities.

Salesforce launched its Einstein AI platform back in 2016. The goal was to integrate AI throughout its clouds. If they keep on including AI in their suite of products, this will help Salesforce significantly continue their leadership in the global CRM market space.

“Artificial intelligence alone will not drive your business forward—AI must be connected to CRM data and guided processes so companies can create seamless experiences that put customers at the center,” said Bill Patterson, SVP, and GM, Service Cloud, Salesforce. “Today is a big step forward in empowering our customers with an easy way to provide guided, intelligent service at scale.”

Source: Salesforce