Digitalization has provided various options and platforms to communicate with family and friends. This has led to the presence of audiences on various digital platforms.
So, it’s evident that potential customers can reach a brand through different channels without clinging to a specific communication channel.
This makes it essential for brands to equip themselves to cater to the unique channel preferences of prospects and customers.
No matter which channel prospects and customers choose to connect with a brand, brands should be able to deliver a connected experience across all the channels to render quality experiences.
And understanding the requirements of modern users, Salesforce has enabled businesses to connect and interact with customers using Salesforce digital engagement irrespective of the channels a customer chooses.
What is Salesforce Digital Engagement?
Salesforce Digital Engagement is a Salesforce add-on that allows users to respond to incoming messages from different channels like messaging apps and social media.
Therefore, users can respond and engage much better with audiences.
Also, Digital Engagement is limited to the Service Cloud console and Omnichannel.
While using Salesforce Digital Engagement, users must set their status from ‘Offline’ to ‘Online’ to receive text messages. This might limit users’ capability as they have to present in front of their systems for the entire day.
With Salesforce Digital Engagement, users can automate text messages with the help of Process Builder if they want to send messages in a specific situation.
If we talk about chatbots, a user gets 25 bot conversations with each license per month. In case additional bot conversations are required, users have to pay additionally, which may increase business expenses.
Using Salesforce Digital Engagement, users can send bulk messages. But users can send messages to up to 200-300 Salesforce records only in one go using Process Builder.
A free trial is not available for users. So, if you want to try it, you must buy a DE license. Besides, it is chargeable if users look forward to getting call support.
Now let’s find a way to make the best out of Salesforce Digital Engagement.
How to Make the Best out of Salesforce Digital Engagement
The best way to do this is by extending the existing capabilities of Salesforce DE.
This would help users to get additional out-of-the-box capabilities to manage business interactions faster and better across different channels.
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Extended Channels and Cloud
By choosing the right solution, users can extend the capabilities of Salesforce Digital Engagement over more clouds and channels.
Users can interact with audiences over channels like Ringless Voicemail, Telephony SMS, MMS, WhatsApp, Facebook Messenger, LINE, WeChat, Instagram, Kakao, and Telegram under one shared interface.
More importantly, users can extend DE capabilities over clouds like Sales Cloud, Service Cloud, Marketing Cloud, and Pardot, as with Salesforce DE, it is only Service Cloud.
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Bulk Messaging
Without depending on Process Builder, users can automate messages at scale. More importantly, they can send messages to millions without governor limits.
This makes bulk messaging faster and more convenient for users.
They can send bulk messages through custom ListViews as they can apply filters and logic to create lists.
They can also use campaigns to send bulk messages to existing campaign members, and users can add new members to existing campaigns or create new campaigns if required.
Over and above, users can send bulk messages to millions using Salesforce reports on any channel.
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Drip Campaigns
By extending the capabilities of Digital Engagement Salesforce , users can run target audiences over different channels through a single drip campaign as they can run multi-channel campaigns.
They can even send emails along with SMS and messages on other channels in a single drip campaign to target audiences uniquely.
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Dark Hours
Automated campaigns or messages should never annoy your audiences.
Therefore, users must be able to pause campaigns for odd hours, like at night, as it might disturb audiences, and messages might lose their impact.
This is feasible by extending the capabilities of Digital Engagement using the right add-on.
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Template Management
With the right tools and capabilities, users can accelerate the campaigning process using Salesforce DE.
Users can create templates in advance and organize them in folders for easy discoverability at the time of need.
Users can save themselves from the last-minute task of creating text messages and reduce the possibility of errors too.
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Link Tracking
There is much more that users can do by choosing the right solution for extending DE capabilities.
Users can send embedded URLs in texts and track clickthroughs.
This could help users to make informed decisions using drill-down reports and attributes.
Users can send auto-shortened URLs, which helps users prevent the SMS character limit from getting exhausted.
If required, users can track the date and time for the first and last click made on a URL.
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Keyword Processing
Different capabilities help in unique ways to run campaigns faster.
Users can apply keyword filters to segment responses and plan campaigns faster based on customers’ responses.
Also, they can process keywords like Text to donate to raise funds.
They can attract interested business leads by asking audiences to text a specific keyword for help.
This would help to generate business leads with minimal effort.
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Automated Inquiry Qualification
By enhancing the capabilities of DE, users can automate messages with drag and drop instead of using Process Builders in every case.
They can configure decision trees, surveys, questionnaires, and chatbots with point-and-click for any channel.
This way, they can create nested questionnaires for qualifying inquiries too.
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Skill-based Routing
Users can access advanced call capabilities too.
They can control the entire journey of incoming calls. Calls can be routed based on department, skills, person, etc., to manage calls better.
They can even route calls based on days (Monday, Tuesday, etc.)
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Capabilities to Enhance Productivity
By extending Salesforce digital engagement SMS capabilities, users can get enormous features to enhance their productivity.
They can perform most of their messaging operations using a single window interface.
They can send bulk messages, edit or create new records, converse one-on-one with audiences, and perform inline editing-all without navigating to the new screen.
This reduces navigation and saves time. Users can even export filtered views into PDF or excel.
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P2P Messaging
With extended Salesforce DE, users can get into meaningful one-on-one conversations on any channel using a consolidated view of conversations.
They can access chat history and continue conversations without letting customers repeat themselves.
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Email to SMS
Increased navigation increases the timeframe of any operations.
Extending DE capabilities, users can respond directly to SMS email notifications and get responses delivered only in the form of SMS.
This prevents users from switching between email and SMS to respond to incoming messages whenever a user is notified about an SMS through email.
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Triaged Incoming Alerts
For better management and quick responses, users need the best capabilities.
By choosing the right add-on, users can color-code unread messages based on how long ago messages were received.
This way, they can prioritize responses using DE and better manage business communications.
Wrapping Up
Users can get much more than what they get with Salesforce DE by extending the capabilities of Salesforce Digital Engagement. They can access its features over more clouds and channels. They can access a complete market-leading feature set that helps to accelerate business communications, manage conversations conveniently, and reduce turnarounds for business operations. Consequently, they can use Digital Engagement best for their business.
