Interested in improving your customer journeys without revamping entire existing business processes? Take note. The new Salesforce for Messenger Platform can help you out. With it, your digital teams can make your customer journeys more relevant and personalised. We are not just taking TOFU to BOFU sales journeys; it embraces opportunities from sales and marketing to service and apps experiences for customers on Messenger.
Read on to learn how.
Introducing Salesforce for Messenger Platform
It’s getting more interesting all the time: Salesforce announcement today of Salesforce for Messenger Platform is the latest innovation in its ongoing strategic partnership with Facebook. Together, the companies are empowering companies to engage their customers through dynamic experiences around products, brands and moments—all connected to their business.
Powered by Salesforce Lightning, the proven platform for more than 150,000 companies and millions of users, Salesforce for Messenger will deliver personalised engagement at scale with CRM data.
Why is this so important for Companies in today’s Digital Marketing Era?
This platform actually has great sales, service and marketing potential because of two factors:
1) It can be really beneficial. Eg. if a customer complains on your company’s Facebook Page, your customer service rep can route the conversation to Messenger to make a direct connection and solve the customer’s problem. This added immediacy and personalisation of reply can transform an at-risk customer into a loyal customer with great ongoing earning potential.
2) It has great reach. Isn’t everybody already using Messenger? Well, almost. Messenger’s usage has nearly doubled from 2014 to now 900 million monthly active users. This is precisely why companies are so eager to embrace it as the new channel to extend customer engagement and create conversations.
“Now with Messenger, Facebook is inviting companies to engage their customers in new ways on its platform at scale,” said Alex Dayon, president and chief product officer, Salesforce. “With Salesforce for Messenger companies will be able to easily connect their businesses to Messenger, creating deeper, more personalized and 1-to-1 customer journeys within the chat experience.”
More info about Salesforce for Messenger
The launch of Salesforce for Messenger extends Salesforce’s current strong position in the CRM market. It enables companies to leverage Messenger as a customer engagement channel. This way they to can realise completely new 1-to-1 experiences and customer journeys across sales, service, marketing and apps. ‘Coz it is connected to the Salesforce CRM, each Messenger interaction can be specifically tailored based on the context of the entire customer relationship. Now we’re talking sophisticated marketing!
For example, a retailer will be able to embed a Messenger plugin on the checkout workflow on its website so a customer can ask any final questions before making a purchase. Since this Messenger exchange is also connected to the customer’s previous sales, service and marketing account records, the company can take a more personal approach to exceeding customer expectations.
Companies will have an invaluable opportunity to use Messenger as a channel to build brand loyalty and deepen customer relationships by delivering seamless experiences across marketing, sales and service with Salesforce.
On a continuous journey to completely re-imagine CRM for the digital era, Salesforce for Messenger is the latest example of how Salesforce is expanding the market, and helping companies ensure that their every interaction with a customer is an opportunity to create a memorable experience.
Doesn’t that sound good for digital marketeers? What do you think? Leave us a comment or share on social media. We’re at @cloudanalysts.
Sources: Salesforce; feature & logo images by Salesforce and Messenger, shopping cart by SimpleIcon – posted for illustration only, not implying representation.