In today’s fast-paced world, the ability to engage with customers on their terms is paramount for businesses looking to thrive. In fact, 78% of customers will buy from the company that responds to their inquiry first. Now that’s a competitive advantage.

Salesforce has introduced powerful tools for Digital Engagement, making it easier than ever for companies to connect with their customers.

But what about companies that want to extend Salesforce’s capabilities to other channels? And what about enabling SMS from company or personal mobile devices? Well, there’s a new hybrid solution that leverages Salesforce Digital Engagement and 1440’s Messaging Studio to enable omnichannel mobile engagement.

Who Can Benefit from Secure, Omni-Channel Customer Communication on Mobile Devices?

Before we delve into the ways to utilize Salesforce Digital Engagement on mobile devices, let’s identify who can benefit from this technology. Secure customer communication from personal or company-owned devices is valuable for:

• In-Store Associates | Those on the front lines of retail who interact with customers in physical stores.
• Field Service Technicians | Professionals who provide on-site service and support for products or equipment.
• Local Sales Representatives | Individuals responsible for building and maintaining customer relationships in specific geographic regions.
• Hospitality Staff | Employees in the hospitality industry, including hotels, restaurants, and event venues, who aim to create memorable experiences for guests.

Now that we’ve identified the stakeholders, let’s explore how people in these roles can use Salesforce Omni-Channel Digital Engagement on mobile devices to drive value at different stages of the customer journey.

10 Ways to Use Mobile Omni-Channel Engagement for Salesforce

Revolutionize the customer experience before, during and after the purchase while you simultaneously improve personalization and maximize sales and satisfaction.

Pre-Purchase

1. Drive BOPIS Sales

For Retail and Consumer Packaged Goods (CPG), “Buy Online, Pick Up In-Store” (BOPIS) makes up a large portion of business, especially since the pandemic shutdowns. By enabling employees to offer on-site assistance to online shoppers through mobile devices, you empower both the employee to deliver precise support and the shopper to overcome potential obstacles in the purchasing process.

Imagine a scenario where a customer needs a last-minute replacement part for a malfunctioning home appliance. Given the urgency of the situation, the customer engages in a live chat with a store representative using a mobile device to confirm which part is needed, the compatibility with their model, and the item’s availability. By leveraging BOPIS, the customer can conveniently pick up the replacement part that very day.

2. Boost Confidence with Product Help

Informed customers are more likely to make a purchase. In-store associates armed with mobile devices can provide customers with detailed information, answer questions and recommend products based on customer preferences.

For instance, when a customer has questions about a specific product, a store associate armed with a mobile device can instantly access detailed product information, share relevant videos, showcase images, and provide additional files. This not only boosts the employee’s ability to provide comprehensive assistance but also equips the shopper with the necessary information to make an informed purchase decision, eliminating potential barriers to completing the transaction.

3. Inventory & Hold Inquiries

“Do you have my size in stock?” Questions like this are common for in-store associates, and answering them is the simplest way to facilitate a sale. Although inventory systems have come a long way, there can be glitches. By empowering associates with a mobile device allows them to quickly check inventory levels and respond to customer messages, even offering to hold an item for a shopper’s convenience.

For instance, if a shopper is looking for a particular brand of shoes, the employee can not only check the inventory for the availability of sizes but also guide the shopper to the correct aisle or location within the store. This personalized guidance enhances the overall shopping experience, particularly when customers prefer to physically assess and try on items before making a purchase.

4. Pro-Desk and Pro-Sales Selling

Empower staff to excel in selling and accurate service by equipping them not only with a mobile device, but one that has access to all the customer data, product information, sales scripts and order history at their fingertips. This enables more personalized and effective interactions with customers, leading to increased sales and satisfaction.

Picture a Pro Desk associate at a home improvement store. When a customer or contractor arrives seeking materials for a large project, the associate can walk the aisles with them, showcasing samples and discussing specific needs. With real-time access to the customer’s order history and preferences on the mobile device, the associate provides on-the-spot recommendations, ensuring a personalized and efficient shopping experience.

5. Offer Personalized Promotions and Timely Upsells

When you know your customer, you know when their buying patterns and preferences, including when their purchase intent is at its peak. Take the opportunity to engage with them on their channel of choice to offer personalized discounts, product suggestions and other promotions. This not only boosts sales but also enhances customer’s sense of being valued.

Here are a few examples of personalized selling based on customer insights:

• “Hello [Customer Name], we’ve noticed you regularly purchase [Product Category]. How about an exclusive 15% discount on your next purchase within the next 24 hours?”
• “Good news, [Customer Name]! We’ve saved the items in your cart. Complete your purchase now and enjoy free shipping on us!”
• “As a valued customer, we thought you’d love to know about our new arrivals in [Preferred Product Category]. Check them out with a personalized 10% off just for you!”
• “Hey [Customer Name], based on your past purchases, we think you might be interested in our latest [New Product]. Enjoy a special early-access discount!”
• “Your favorite [Product] is back in stock, [Customer Name]! Order now and receive a bonus gift with your purchase as a token of appreciation.”

These messages leverage customer data to offer targeted discounts, highlight preferred product categories, and create a sense of exclusivity, enhancing both the customer’s experience and the likelihood of making a purchase.

Post-Purchase

6. Order Status Updates

Keeping customers informed with changes and updates to their orders is essential for a positive post-purchase experience. Providing real time updates, especially as things change, can reduce tension and increase overall satisfaction.

Whether it’s notifying customers about order processing, shipment tracking, or unforeseen adjustments, mobile-enabled employees can swiftly relay this information, reducing uncertainties and enhancing overall satisfaction. The immediacy and accessibility afforded by mobile devices, especially through SMS, empower employees to address customer inquiries promptly, ensuring that customers feel informed and supported throughout the order fulfillment process.

7. Provide Support

As a retail associate, having a mobile device empowers you to connect with your customers on their terms. When a support message comes in—whether via text, WhatsApp, social or other channels—you can respond promptly, providing assistance in a way that suits them best.

The convenience of a mobile device allows you to assist your customers regardless of your location. Whether you’re on the sales floor, in the stockroom, or even helping a customer from home, the mobile device ensures that you can provide real-time support wherever you are. This not only enhances the efficiency of your customer interactions but also reflects your commitment to being available whenever and wherever your customers need assistance, contributing to an elevated level of customer satisfaction.

8. Enable Field Service Communication

Salesforce Field Service gives you everything you need to know about a work order, but things change. A customer may need to reschedule or let you know how to get into their private gated community. Mobile messaging is the key to successful field service.

Here, mobile messaging becomes the linchpin of successful field service. With a mobile device, you can seamlessly communicate with customers, addressing changes promptly and ensuring a smooth and personalized service experience. The ability to adapt to evolving circumstances through mobile messaging is not just a convenience but a crucial element in delivering exceptional field service tailored to the unique needs of each customer.

9. Offer Scheduled Maintenance and Upsell Opportunities

Extend the customer journey beyond the initial purchase by using your newfound personalized mobile communication channel. Utilize insights gained from post-purchase interactions to guide customers toward signing up for routine maintenance services, introducing them to related products, and offering strategic upsells.

For example, if a customer recently bought a home appliance, a follow-up mobile message could highlight the benefits of a maintenance plan or suggest compatible accessories. This proactive approach not only enhances customer engagement but also opens avenues for continued sales opportunities, reinforcing a lasting and mutually beneficial relationship beyond the point of purchase.

10. Gather Post-Purchase Feedback

Customers are most responsive on their mobile devices, so diversify your survey and review prompts from just using email to using SMS and WhatsApp. Gather insights into the customer experience, identify areas of improvement and build stronger customer relationships.

By meeting them on the platforms they use frequently, you increase the likelihood of obtaining valuable feedback. This multifaceted feedback loop allows you to gain deeper insights into the customer experience, pinpoint areas for improvement, and ultimately fortify customer relationships.

Conclusion

In conclusion, embracing Salesforce Omni-Channel Digital Engagement on mobile devices opens a world of possibilities for elevating customer experiences. From personalized support to seamless post-purchase engagement, these strategies redefine customer interactions. Don’t miss out on the transformative potential of Messaging Studio—request a demo today and embark on a journey to revolutionize your customer engagement.

Your path to exceptional customer experiences starts here.