Salesforce today delivered new conversation channels in Salesforce Essentials, the all-in-one CRM solution built specifically for small businesses. Salesforce Essentials empowers every small business to tap into the power of Salesforce with apps for sales and service that are easy to set up, use and maintain. Now small businesses can easily manage and engage with customers on their preferred channels including Facebook Messenger, Instagram and YouTube—all while having a single view of the customer.
Social media platforms like Facebook, Instagram and YouTube have been equalizing forces for small businesses — enabling them to reach billions of prospective customers and grow rapidly. As consumers have gotten accustomed to the instantaneous communication of these platforms, they expect a similar level of communication with the brands they engage with. However, small businesses have limited resources and can’t always provide the level of support customers want. In fact, 58% of SMB leaders say meeting customer experience expectations is a challenge for growth over the next two years. Now, with new conversation channels in Salesforce Essentials, small businesses have the ability to engage with their customers across these modern platforms right alongside tried and true capabilities such as phone and chat.
New features for Salesforce Essentials include:
- Seamless conversations across social channels — Expanding on existing support of Facebook pages and Twitter, small businesses can now have real-time conversations with their customers over Facebook Messenger. For example, when a customer sends a company a question via Messenger, the message is routed to an employee who can have a live conversation over Messenger, directly from within Salesforce Essentials. With Instagram and YouTube, the employee gets notified when the customer makes a comment on a post or one its videos, and can respond from Salesforce
- Real-time chat conversations from website or help center — Small businesses can add a Salesforce chat widget to their website, and have the chat routed to an employee who can maintain multiple chat conversations from Salesforce. This provides the employee with a complete view of the customer’s profile so they can step right into the conversation and view features like previous interactions, case history, open sales opportunities or other information within Salesforce.
- Native phone support built into the #1 CRM — Make and receive customer calls withLightning Dialer for Essentials, an out-of-the-box call center solution built right into the product. When an employee makes or receives the call, the customer’s profile and account information is immediately available with a pop-up screen in Salesforce, giving them the full context and customer history to provide fast and personalized service. Calls are automatically logged within the contact and account activity history of Salesforce, reducing manual data entry and making sure that information doesn’t get lost.
- Easy channel setup with walkthroughs and live help — Salesforce Essentials offers small business customers a library of simple walkthroughs within the product to easily get set up with all of these new features in minutes—including guided overviews on key channels like Facebook Messenger, chat and phone. A team of Essentials Coaches are included in the U.S. and Canada during trials and the first 90 days of purchase to provide customers with any support needed via 1:1 live chat to get set up in no time.
Pricing and Availability
- Instagram and YouTube are generally available today. Both are included in Salesforce Essentials at $25 per user, per month.
- Facebook Messenger and chat are generally available today. Every Salesforce Essentials organization includes 1 license. Additional licenses can be purchased at $15 per user, per month.
- Lightning Dialer for Essentials is generally available today in the U.S. and Canada at $2 per 100 minutes.
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This entry was posted on July 24, 2019 at 9:35 am and is filed under Commentary with tags Salesforce. You can follow any responses to this entry through the RSS 2.0 feed.
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Salesforce Adds New Conversation Channels to Salesforce Essentials
Salesforce today delivered new conversation channels in Salesforce Essentials, the all-in-one CRM solution built specifically for small businesses. Salesforce Essentials empowers every small business to tap into the power of Salesforce with apps for sales and service that are easy to set up, use and maintain. Now small businesses can easily manage and engage with customers on their preferred channels including Facebook Messenger, Instagram and YouTube—all while having a single view of the customer.
Social media platforms like Facebook, Instagram and YouTube have been equalizing forces for small businesses — enabling them to reach billions of prospective customers and grow rapidly. As consumers have gotten accustomed to the instantaneous communication of these platforms, they expect a similar level of communication with the brands they engage with. However, small businesses have limited resources and can’t always provide the level of support customers want. In fact, 58% of SMB leaders say meeting customer experience expectations is a challenge for growth over the next two years. Now, with new conversation channels in Salesforce Essentials, small businesses have the ability to engage with their customers across these modern platforms right alongside tried and true capabilities such as phone and chat.
New features for Salesforce Essentials include:
Pricing and Availability
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This entry was posted on July 24, 2019 at 9:35 am and is filed under Commentary with tags Salesforce. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.