The future for businesses was always going to be digital, but 2020 brought that inevitability forward quickly. By embracing technology, customer experience advancements and business intelligence in your strategy – your business and employees are better placed for the future.
Here are four ways a small business can grow using Salesforce.
Make better-informed decisions.
You need to adopt automation. With Salesforce automation systems, your business can quickly decide where you need to improve and see success. When all necessary data is available in one platform, you can look into the future, be proactive, anticipate sales forecasts, make confident decisions, and of course, improve customer experiences. Today’s largest and most successful companies use data to their advantage when making high-impact business decisions.
Put your customers at the centre of everything you do.
Create personalised experiences for your customers. Customers are increasingly expecting a personalised experience – Recent Salesforce Research found that 76% of customers now report that it’s easier than ever to take their business elsewhere — switching from brand to brand to find an experience that matches their expectations.
Today’s buyers want organisations to treat them as unique individuals and know their personal preferences and purchase history. According to Accenture research, 75% of customers admit being more likely to buy from a company that:
- Recognise them by their name.
- Know their purchase history.
- Recommends products based on their past purchases.
With Salesforce, you can get an excellent knowledge of your customers by evaluating their general requests, product quotes and support enquiries. Create targeted messages to match your customer’s unique choices, creating a much more personalised experience. Salesforce can generate segmented email campaigns, delivering the appropriate message to the right person at the right time.
Present your customers with Omnichannel experiences.
Companies with the strongest omnichannel experiences retain 89% of their customers on average, compared to 33% retention for companies with weak omnichannel customer experience.
The phrase “the customer is always right” has never been more relevant. Omnichannel is all about providing clients with the capabilities they demand when experiencing your brand online – if a customer started their interaction with your brand on social media, this experience would continue as the customer moves onto your mobile app and website.
It’s essential to understand that customers are now in charge and meet their expectations; they expect to have a unified experience across various online channels – simultaneously. They want to be able to speak to you on multiple channels when it suits them.
Here are some ways for you to offer a seamless omnichannel experience for your customer:
- Create a strategy that embraces an omnichannel approach
- Optimise your website for mobile devices
- Create a mobile app
- Personalise the customer experience at every step possible.
- Use platforms like Salesforce or Pardot to ensure a personalised and comprehensive eCommerce experience with end-to-end online processes.
- Be consistent and present across multiple social media platforms and communication portals.
It will be convenient – making you competitive!
For your consumers – everything is happening in real-time, which is why you need to focus on a service that provides immediacy, personalisation and easy accessibility for your customers. When it comes to customer service, more than half of all consumers now expect a response within one hour, and they require your business to be accessible and on-demand, 24 hours a day, seven days per week.
Automation tools make the customer experience easier and more convenient. By offering multiple channels for contact, including phone, email, social media, live chat, and even text message, your customers will have the freedom to contact you in the way that best suits them. This level of choice will heighten your brand and will set you apart from your competition.