The Salesforce Feature that your Company Should be Using During Covid-19

By: Rob Hansen and Lauren Thompson

Contributions from: Jennifer Borkovich

 

Why should I be using Salesforce Communities with my customers…?

During this time of the COVID-19 pandemic, most businesses have had to move from an everyday office to a virtual team. Keeping in touch with and staying engaged with clients in these circumstances is challenging, but now is also when customers need it most. We have seen how Salesforce Communities can alleviate some of these challenges. Customers rely on constant communication, and communities are one way to keep an open conversation, keep customers up to date on projects, and answer questions quickly.

What are Communities, and how can it help my customers…?

As noted in our team blog post, communities are branded spaces for people to connect online. Salesforce Communities look like any other website but have the power of Salesforce behind them. But Salesforce communities differ from email and other channels in that they are secure and have the data directly accessible from your Salesforce.

 You have probably interacted with dozens of Salesforce Communities when you are shopping online or researching a product and do not even realize it. Communities for customers is a self-service that easily connects them to business data, empowering them to manage their account.

Communities can be built for any group – Employees, Channel Partners, and Customers. Communities are easily customizable and secure sites for you to share important information with customers wherever they are and on whatever device they use. In addition to sharing general project communications, customers will have the ability to go into a Community, and see the latest reference articles, research your latest product releases, find answers to their questions, and create their own support tickets. A customer can also update their contact information right in the community.

Using communities with customers allows you to securely share data with them and gives customers self-service options that you may not have today. A Customer Community could include reference articles, the ability to open support cases, or use communication channels like chat that allow Customers to get the answers they need in a quicker, more streamlined fashion. Documents can be shared and routed for electronic signature securely. The possibilities are endless.

Many top companies, such as Schneider Electric, Farmers, and Barclays, all use Salesforce communities with their customers.

Different features can be used with your communities to open even more options for communication…

  • Reference articles
  • Case deflections (redirect support questions with reference articles)
  • Chatter groups for external communication, easier than email for day to day exchanges. 
  • Secure Document Storage and eSignature collection
  • User directories to quickly find contact information to contact specific team members.
  • Related Q&As that automatically surface to answer relevant questions

Introducing communities to clients…

We have helped our clients leverage communities of all types but are currently seeing a higher interest in launching Communities to support virtual work and communication with Customers. Interested in seeing how a Salesforce Community can ramp up your customer game? Contact The Hunley Group today.