Salesforce Adds New Conversation Channels
Customer Relationship Management Press Release

Salesforce Adds New Conversation Channels

Salesforce 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. 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. They consequently enable them to reach billions of prospective customers and grow rapidly. Consumers 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 percent 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.

Salesforce powering small businesses

Salesforce Essentials is providing everything a small business needs to offer world-class sales and service experiences to their customers. New features for Salesforce Essentials include:

  • Seamless conversations across social channels. This expands 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 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.
  • Native phone support built into CRM systems. Make and receive customer calls with Lightning 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. This consequently gives 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. This reduces manual data entry and ensures that information doesn’t get lost.


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