Personalisation has evolved from a trend to an expectation. Studies have shown that 44% of customers have stopped doing business with a company because of a lack of personalisation.

With the rise of technology, businesses can now collect and analyse more customer data than ever. Sales, service and marketing teams can use this to create personalised experiences that are more relevant and engaging to customers. So how can we capitalise on this opportunity?

Salesforce Experience Cloud is a suite of mobile-ready, cloud-based products that help businesses deliver a more personalised and engaging experience for clients, partners and employees across all channels. If you’ve considered Salesforce Experience Cloud for your business, here’s what you need to know.

What are the key features of Salesforce Experience Cloud?

Customer experience is at the heart of the progress that most businesses seek to make today, and this is one of the critical features of Salesforce Experience Cloud. In fact, recent figures from Salesforce show that implementing Salesforce Experience Cloud can increase customer satisfaction by a third. You can use it to resolve support tickets faster and more effectively, to increase on-site user management and improve how customer communities are managed – and how your business understands them. Some of the key features of Salesforce Experience Cloud include:

• Customer journey analytics: This feature helps businesses track customer interactions across all channels and identify opportunities to improve the customer experience.
• Personalisation: This feature helps businesses deliver personalised content to customers based on their interests and preferences.
• Content management: This feature helps businesses create, manage, and deliver content across all channels.
• Campaign management: This feature helps businesses plan, execute, and measure marketing campaigns.
• Analytics: This feature helps businesses track and measure the results of their marketing campaigns.
• Social media management: This feature helps businesses manage their social media presence and engage with customers on social media.
• Web analytics: This feature helps businesses track and measure the traffic to their website.

Utilising these Salesforce Experience Cloud features can help businesses to:

• Improve customer experience: Salesforce Experience Cloud can help businesses deliver a more personalised and engaging customer experience across all channels. This can lead to increased customer satisfaction, loyalty, and sales.
• Increase efficiency: Salesforce Experience Cloud can help businesses automate many tasks involved in customer experience management, such as content creation, campaign management, and analytics. This can free up time so companies can focus on more strategic tasks, such as developing new customer experience initiatives.
• Reduced costs: Salesforce Experience Cloud can help businesses reduce costs by streamlining their customer experience operations and eliminating the need for manual processes. The platform can also help companies improve their customer experience insights, which can help them make better decisions about allocating their resources.
• Improve compliance: Salesforce Experience Cloud can help businesses improve compliance by providing a centralised platform for managing customer data and interactions. The platform also offers a variety of features that can help companies to track and monitor customer interactions, which can help them to ensure that they are meeting their regulatory requirements.
• Increase visibility: Salesforce Experience Cloud can help businesses improve visibility into their customer experience operations by providing a single view of all customer interactions. This can help companies identify trends, track performance, and make better decisions about improving their customer experience.

If you would like to learn more about how Salesforce Experience Cloud and Ignyto can help you deliver a personalised digital experience, then talk with our experts today