A Quick Guide to Digital Engagement Salesforce

With the evolution of communication technology, businesses have a wide range of options to communicate with their prospects and customers. They can use a traditional method such as email, phone calls, or modern communication methods like chatbots, messaging apps,  web chat, etc. 

But what matters here is if you can handle communications well over different Salesforce channels, irrespective of the channel your prospects or customers use. 

If you can’t, there is a fair chance that you will lose out on many potential opportunities due to your inability to deliver consistent experiences across different channels.

This is why effective communication handling over different channels should be one of your top concerns. And this you can easily do with Salesforce digital engagement.

In this blog, we will discuss everything you need to improve your communications over different channels and clouds with Digital Engagement Salesforce. You’ll also explore different related aspects to help you learn about Salesforce DE better.

What is Salesforce Digital Engagement?

As the name should tell you,  allows you to respond and interact with audiences over different channels, which include SMS, WhatsApp, Facebook Messenger, web chat, etc. 

In a world where customers are available on multiple channels, Digital Engagement is a must-have solution. This will help ensure you can render your support services over the channel of your customer’s choice. 

Salesforce Digital Engagement Working Process

The working process of Salesforce digital engagement is like, firstly the message is received by the company. Further, the message is forwarded to Salesforce for appropriate routing. 

In Salesforce, messages are received in Omnichannel which are then routed to the right agent based on skill or availability. 

Digital Engagement Salesforce Cost?

Digital Engagement is an add-on. Therefore, you need to invest additionally, as each user needs to have a licence to access it. 

In case you want to use WhatsApp, WhatsApp credits are required. And if you want to extend SMS or bot conversations, again, additional investments are required.

Digital Engagement Channel Behaviour

When using Salesforce, it’s important to understand how messages are routed through different channels. For SMS, Facebook Messenger, and WhatsApp, messages are added to a queue and can be responded to by the next available agent. 

For real-time conversations via Salesforce Chat, an agent needs to be online and available to handle the conversation. 

Offline Support can be set up to create a Case if no agents are available. It’s important to note that the Owner of a Chat Conversation can only be changed once the conversation has started.

Digital Engagement Compliance

If a customer sends a message to a company through WhatsApp, Facebook, or SMS, it means they agree to receive a response from the company through that same channel. 

After sending the first WhatsApp message, the customer is automatically subscribed and will receive a confirmation message via auto-response from the company. To stop receiving messages, customers can opt-out at any time by sending a message containing keywords such as “STOP.”

If you have an extended version of the Digital Engagement Salesforce, you can manage texting compliance much better. Even if your customers send you messages within and intend to opt-out without any keyword, you can do that using the power of AI for opt-out management provided by DEOS.

Also, you can manage double opt-ins, and if your prospects want to opt-in or opt-out of a specific department, channel, or number, you can manage opt-ins or opt-outs selectively.

Digital Engagement Bots

You can use 25 Bot conversations every month with every Digital Engagement license that you can use on your service channels, such as WhatsApp, Facebook, Chat, and SMS. 

The purpose of this is to provide customers with the option of being assisted by a Bot without the need for an agent. If the Bot is unable to answer a customer’s query, there is a built-in feature that allows for escalation to an agent.

What if you want to extend Bot conversations?

If you think that 25 bot conversations each month are not enough to provide support services to your huge audience base, it is feasible to extend them. 

With the help of an add-on called Digital Engagement On Steroids (DEOS), you can extend digital engagement Salesforce capabilities and get DIY configurable chatbots, which you can configure for any channel which just point-and-click, saving on your investments.

Conclusion

Salesforce Digital Engagement is a highly effective tool, but by extending its capabilities you can unlock its potential to the fullest for your business. You can communicate and manage conversations in a much better and faster way. With an add-on like DEOS, you can access numerous advanced capabilities and overcome various limitations that come with the basic version of the Digital Engagement Salesforce. You can also access Salesforce Digital Engagement when on the go to keep rendering support services no matter where you are. This helps you build on quality customer experience and improve your brand reputation.