Exploring Omni-Channel & Salesforce Capabilities
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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:
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:
Frequently Asked Questions
What is Omni-Channel in Salesforce?
It’s a customer service solution from Salesforce that businesses can use to automate processes that are related to customer interactions across various communication channels.
How do I use Omni-Channel in Salesforce?
You can check out the official steps on Trailhead, which is a Salesforce offering.
What are the benefits of Omni-Channel Salesforce?
There are many benefits to using Omni-channel from Salesforce, but the top one remains improving customer service interactions by responding to customers faster.
Salesforce Omni-Channel Solutions from Titan
Thanks for joining us as we explored Salesforce and Omni-channel solutions. If you are looking for more Salesforce solutions, make sure to check out the Titan platform.
Titan can help your business build scalable organizational workflows that connect your teams, customers, and partners. By integrating 100% into Salesforce, Titan can assist your company in reducing development costs and improving customer experiences while increasing revenue streams.
For more information, contact us on one of our social media channels below.
We hope to see you soon!
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.
