A decade ago, using social networking through a smartphone was unheard of. The difficulties faced by businesses looking to meaningfully engage with their current and potential customers have changed paradigms as a result of the rapid evolution of technology.
As a result of technology, consumers now live in an Omni channel world where they can research products on social media, hear about offers on the radio, watch advertisements on television and YouTube, and compare prices between physical stores and online retailers on their smartphones before making a purchase.
Businesses implementing independent strategies for various channels are unlikely to experience sustainable growth given that current and potential customers use multiple channels at once. For seamless customer service, businesses need an integrated strategy that addresses online, offline, virtual, and physical channels.
That’s where the Salesforce Omni channel helps you.
Would like to know what wonders a Salesforce Omni channel can bring to your business?
Then stick on with the blog structured by a Salesforce consultation company that provides you with every detail of how the Salesforce Omni channel helps businesses to win top-notch customer service
Let’s delve into the blog
What is Salesforce Omni Channel?
Salesforce Omni Channel is a Salesforce platform feature that enables businesses to provide a consistent and personalized customer experience across multiple channels. It enables businesses to communicate with customers via phone, email, chat, and social media, as well as collect and analyze customer data in real-time.
This enables businesses to understand customer preferences and behavior and use this information to personalize communication and tailor marketing efforts. Salesforce Omni Channel also enables businesses to automate follow-up communication with customers, route customer inquiries to the appropriate agent based on their skills and availability, and track customer behavior across multiple channels. It also enables businesses to integrate mobile applications and social media platforms, create gamified customer service experiences, and fully customize the feature to meet the specific needs of a business. It can be combined with other Salesforce features, such as Sales Cloud and Service Cloud, to provide a comprehensive customer experience.
Stats about the Salesforce Omni channel
Numerous statistics show how using Salesforce Omni Channel can increase customer retention. Stats include:
- According to a Salesforce survey, businesses using the platform had a 9.5% higher customer retention rate than those who weren’t.
- According to a study by Accenture, businesses using Salesforce Omni Channel saw a 20% increase in customer satisfaction.
- According to a Gartner study, companies with a fully implemented omnichannel strategy keep 89% more of their customers on average than those with a weak omnichannel presence, which is only 33%.
- In a Forrester Research survey, consumers said that they wanted brands to offer a consistent experience across all channels and that switching between channels should be simple.
- A Harvard Business Review study found that businesses with exceptional customer service outperform their competitors in terms of profits by 60%.
- According to a McKinsey survey, businesses that put a high priority on customer experience can experience revenue growth that is up to 15% higher than the industry average.
It is important to keep in mind that these statistics can change based on the sector, size of the company, and other elements. They do, however, give a hint as to the potential advantages of using Salesforce Omni Channel to increase customer retention.
Key Features of Salesforce Omni Channel
Multi-channel communication:
Salesforce Omni Channel enables businesses to communicate with customers via phone, email, chat, and social media. This allows businesses to reach customers where they prefer to communicate and provides a more personalized experience.
Real-time customer data:
Salesforce Omni Channel enables businesses to collect and analyze customer data across multiple channels in real-time. This enables businesses to understand customer preferences, behavior, and purchase history and use this information to personalize communication and tailor marketing efforts.
Automated follow-up:
Salesforce Omni Channel can be used to automate follow-up communication with customers, such as sending personalized emails or text messages after a purchase. This helps to keep customers engaged and increases the likelihood of repeat business.
Intelligent routing:
Salesforce Omni Channel can be used to route customer inquiries to the appropriate agent based on their skills and availability. This helps to ensure that customers receive prompt and accurate assistance.
Integrated analytics:
Salesforce Omni Channel offers integrated analytics that enables businesses to track customer behavior across multiple channels, such as website visits and social media interactions. This data can be used to better understand customer preferences and tailor marketing efforts to increase customer retention.
Mobile Integration:
Salesforce Omni Channel enables businesses to integrate mobile applications and provide customers with a seamless on-the-go experience.
Social Media Integration:
Salesforce Omni Channel enables businesses to integrate social media platforms such as Facebook and Twitter to manage customer interactions and resolve issues in real-time.
Gamification:
Salesforce Omni Channel can be used to create gamified customer service experiences in which agents compete to resolve customer issues as quickly and efficiently as possible.
Why Hire a Salesforce Partner company for getting the best from the Salesforce Omni channel?
There are several reasons why a business might choose to hire a Salesforce partner company for their Salesforce Omni Channel solution:
Expertise and experience:
Salesforce Partner Companies such as Oaktree software have a wealth of knowledge and experience putting Salesforce Omni Channel solutions into place for organizations of all sizes and in a variety of sectors. They can offer direction and best practices for utilizing the platform to maximize its potential for client engagement and retention.
Customization:
To meet a company’s unique needs and objectives, a Salesforce partner company can work with the business to customize the Salesforce Omni Channel solution. They can assist companies with platform configuration and setup so that it is suited to their particular needs.
Integration:
To offer a comprehensive customer experience, businesses can integrate Salesforce Omni Channel with other Salesforce features and third-party tools with the aid of a Salesforce partner company. They can guarantee the seamless integration of all the data and information, enabling more effective and precise customer service.
Training and support
To help businesses use and maintain their Salesforce Omni Channel solution efficiently, Salesforce partner companies can offer training and support. They can offer instructions on how to use the platform and solve any problems that may come up.
Scalability:
Businesses can scale their Salesforce Omni Channel solution as their customer base expands with the aid of Salesforce partner companies. They can make sure that the platform can be expanded to meet the needs of the business and can handle growing amounts of data and customer interactions.
Cost-effective:
In comparison to developing and maintaining an internal Salesforce Omni Channel solution, working with a Salesforce partner company may be more cost-effective. Without requiring a company to make a costly equipment investment or hire more staff, Salesforce partner companies can offer the knowledge and resources needed to implement and maintain the platform.
Working with a Salesforce partner company to implement a Salesforce Omni Channel solution can give businesses the knowledge and tools necessary to maintain the platform successfully and help them meet their objectives for customer engagement and retention.
What advantages do businesses achieve from the salesforce Omni channel?
Using Salesforce Omni Channel has a number of benefits for businesses, including:
Increased customer satisfaction and loyalty:
Salesforce Omni Channel enables businesses to deliver a seamless and personalized customer experience across multiple channels.
Higher level of customer engagement
Businesses can automate post-purchase follow-up communication with customers using Salesforce Omni Channel, such as by sending customized emails or text messages. This keeps clients interested and raises the likelihood of repeat business.
Improved customer service
By assigning customer inquiries to the most qualified agent based on their expertise and availability, Salesforce Omni Channel can be used to improve customer service. Customers will benefit from prompt and accurate support as a result.
Improved consumer insights
Businesses can gather and analyze customer data across various channels in real-time thanks to Salesforce Omni Channel. This enables companies to comprehend consumer preferences, behavior, and purchasing patterns and use this knowledge to hone marketing and communication strategies.
higher sales:
Businesses can offer customers personalized and pertinent goods and services, which may increase sales, thanks to Salesforce Omni Channel.
Agent productivity has increased:
Businesses can use Salesforce Omni Channel to automate routine tasks like follow-up communication, which frees up agents’ time to work on more difficult problems and increase productivity.
Mobile Integration:
Businesses can incorporate mobile applications with Salesforce Omni Channel to give customers a seamless experience while they’re on the go.
Social Media Integration
Salesforce Omni Channel enables businesses to integrate social media sites like Facebook and Twitter in order to manage customer interactions and address issues in real-time.
Conclusion
Your company and brand stand out when you use omnichannel engagement and provide seamless customer service. Businesses now understand that simply offering a high-quality good or service is insufficient. To keep customers happy, businesses must now offer excellent products and first-rate customer service. Salesforce Omni channel and its features are more essential than ever for companies of all sizes to guarantee the best customer engagement and customer experience, which will ultimately increase the brand’s credibility, attract prospects’ attention, and secure the loyalty of picky customers.
FAQ’s
What is Salesforce Omni-channel?
Salesforce Omni-channel is a feature that allows businesses to provide a seamless and unified customer experience across multiple channels such as phone, email, chat, social media, and in-person interactions.
How does Salesforce Omni-channel work?
Salesforce Omni-channel enables businesses to manage customer interactions from a single platform, providing a unified view of the customer and enabling personalized communication. It allows businesses to route customer interactions to the most appropriate agent based on skill, availability, and other factors.
What are the benefits of using Salesforce Omni-channel?
Salesforce Omni-channel can improve customer service, engagement, and loyalty by providing a seamless and personalized experience across channels. It also enables businesses to handle customer interactions more efficiently by routing them to the appropriate agent.
Can I integrate Salesforce Omni-channel with other systems?
Yes, Salesforce Omni-channel can be integrated with other systems such as CRM, marketing automation, and social media platforms.
How much does Salesforce Omni-channel cost?
The cost of Salesforce Omni-channel depends on the edition of Salesforce that you are using and the number of users. Contact Salesforce for more detailed pricing information.
