Exploring Omni-Channel & Salesforce Capabilities

Nikita R.

Media-savvy content creator, with a curiosity for all Salesforce experiences.

Updated: Jan 13th, 2025

Salesforce is the most popular customer relationship management (CRM) platform that can offer your business Omni-channel data solutions to reach your target audience and provide them with engaging customer experiences.

Join us in the article below as we explore Omni-channel and Salesforce capabilities in more detail to find out if they have the solutions for your business requirements!

So, what is Omni-Channel in Salesforce?

It’s a solution that caters to customer service strategies. By using omni-channel solutions from Salesforce, businesses can provide a consistent customer experience across all their communication channels.

Here are two crucial features from Salesforce’s omni-channel solution that can help with communication strategies.

Additional Help for Multi-Channel Work

With Omni-channel, sales and marketing employees can manage customer interactions across a wide range of channels. Some popular channels that businesses use to communicate with customers include, email platforms, phone calls, chat messages, and social media platforms, to name a few.

Brilliant Case Routing Solutions for Customer Service Teams

Customer queries, issues, or requests can be automatically sent to a specific customer service agent. This a useful feature from Omni-channel, as it allows you to pair a customer with a service agent who has the appropriate skills to deal with the issue. Omni-channel can also find a customer service agent who is available to help, depending on their workload.

There are many more features, but feel free to contact us if you need more!

Omni-Channel for Service Cloud

Omni-channel components work exceptionally well with Service Cloud since they are designed to speed up and enhance customer service interactions. Let’s take a look at some of the features from Omni-channel and Service Cloud to speed up your workflow processes.

Assign Work to Employees Automatically

With Omni-channel, managers can automatically assign work tasks or projects to teams or individuals. Omni-channel is able to support this functionality through the use of rules and routing logic. When setting up this type of automation, administrators can base the rules on the following factors:

The availability of a team or employee.

The skillset and domain knowledge of a team or professional.

The amount of workload a team or employee has.

Or any other important factor related to your business.

Matching Cases to the Appropriately Skilled Professionals

Omni-channel provides businesses with skill-based routing capabilities. This means that administrators can configure complicated customer cases to agents and technicians who have the most suitable knowledge, skills, and expertise to handle the matter appropriately. Many organizations find skill-based routing helpful for directing support queries to a relevant tech specialist.

Prioritize Work Tasks

With Omni-channel, managers can easily prioritize work items. Whether customer value, urgency of a specific case, or any other factor is involved, Omni-channels let managers identify high-priority cases so that they can be addressed in a practical and logical order.

A Salesforce Omni-Channel Integration

If you would prefer to work with a third-party omni-channel application that integrates into Salesforce, there are many that you could find online. Not all of these applications are the same and will vary in their capabilities to help provide you with features that create seamless customer experiences.

However, you can integrate your omni-channel app of choice with Salesforce since the CRM provides APIs that allow for these types of connections. For your convenience, we have gathered a few top solutions that work well with Salesforce to give you a complete view of your customer interactions from all your communication channels.

LiveChat and Chatbot Apps

If you need to collect data from customer chats, then LiveAgent, Zendesk Chat, and Drift are popular applications that integrate into Salesforce. They make it onto our list as they provide real-time chat support and can automate many customer interaction workflows with chatbots.

Email Marketing Platforms

Mailchimp, HubSpot, and Marketo are considered to be solid email marketing platforms that can synchronize customer data with Salesforce. These Salesforce integrations automate many tasks for email campaigns, making them super helpful tools for marketing professionals. Additionally, email marketing platforms can help with tracking email conversations with your customers and leads.

Be in Complete Control of your Social Media Activity

If you just want to track your customer interactions on social media platforms, then opt for tools like Hootsuite, Sprout Social, and Buffer. Each of these tools integrates well with Salesforce and helps marketers manage and monitor social media interactions effectively.

Help! What is an Omni-Channel Associate?

An omni-channel associate is a professional that specializes in customer service. Do you need this kind of professional to help with your customer engagement tasks?

Omni-channel associates usually come up with strategies to create smooth-running customer experiences across multiple communication channels that are consistently good. They can provide their services to in-store and digital shopping platforms.

To give you a better understanding of omni-channel associates, here are two work duties that these professionals are responsible for.

Engaging and Supportive Customer Services

One of the responsibilities of an omni-channel associate is to support online shoppers. They achieve this by providing support in chat rooms or through phone calls. Their services can range from helping customers navigate through a website, answering questions on products and services, and troubleshooting customer issues.

Running Online Orders

Omni-channel associates are also responsible for processing online orders, which include tasks such as:

Picking up online orders.

Packing the orders for delivery.

And any other jobs related to online orders.

We hope to see you soon! 

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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.