Amidst CRM Transformation, can you think of the best customer service experience you’ve ever had? Isn’t it hard to remember?
Everyone agrees that excellent customer service makes a lasting impression and when done well, can create customers for life. Let’s look into why the companies are falling behind to meet the expectations of their customers.
Consider a company that interacts with its customers using its website. It’s a sure thing that the company wouldn’t think of redesigning its website just for its customers’ ease of use or having a personalized and seamless shopping experience across all channels and devices. Instead, they would invest in doing so only if the website was too old or had equally essential reasons derived from direct fiscal gain. But, when customers interact with various departments via different channels and devices, data needs to be unified/integrated across all these touch-points, to provide an integrated customer experience - failing to do so results in fragmented customer experience.
Today’s customers expect tailored and personalized shopping experience based on their past interactions, irrespective of the channel and devices they used, expecting companies to adapt based on their actions and behavior.
Repairing a fragmented customer experience takes targeted effort across all departments of your organization and the right technical tools to pull it off. But it’s worth it. Getting the company to a place where customers, staff and leadership are all on the same page will lead to further conversions, sales, and, ultimately, stronger customer loyalty.
Now that we know what customers expect, let’s look into Salesforce Commerce Cloud and what impact do companies and their customers have on integrating it with other CRM Clouds.
Salesforce supports a complete customer journey across all primary functions: commerce, marketing, sales, and customer service. By integrating Commerce Cloud with other Salesforce clouds, the organization can power the entire customer life-cycle.
It requires installations, configurations and customization on both sides.
i.e., service-cloud-connector creates two Lightning Applications (CRM and Contact Center)
The service-cloud-connector enables viewing and management of Salesforce B2C Commerce case, customer, order, shipment, and payment data in Service Cloud via a CRM style single view of the customer.
The Commerce-to-Service Connector uses the Salesforce B2C Commerce Open Commerce API (OCAPI) and a series of Service Cloud-enabled REST services to 'announce' to Service Cloud when relevant data objects in Salesforce B2C Commerce have been created or modified.
Through these announcements, Service Cloud requests the identified data objects (ex. customers or orders) via OCAPI -- and then ingest elements of those data objects to create Service Cloud representations.
These features facilitate data synchronization of customers, customer addresses, orders, order line items, shipments, and payments between Salesforce B2C Commerce and Service Cloud via a collection of REST services provided by both clouds.
Make your sales team a trusted customer advisor.
Put customer data at your fingertips
Free your sales teams to do more.
Build a smarter sales team.
Offer superior service before, during & after the purchase.
Synchronize customer data.
Engage where your customers want to.
Order on behalf of customers.
Make it personal.
Set up repeat business and brand loyalty by truly understanding your customers.
Personalize email campaigns.
Follow up on lost sales.
Stop flooding inbox.
Optimize the conversion funnel.
Leverage social extensions.
Launch fast with storefront blueprints.
Provide fast, flexible order fulfillment.
Extend digital commerce into the store.
Manage multiple sites and regions easily
Empower customer service teams.
Launch campaigns faster.
Unify products, pricing, and catalogs.
Help shoppers find what they want.
Extend, customize, and innovate your sites.