Salesforce Digital Engagement and 1440 Empower In-Store Associates with Mobile Experiences (7 Examples)

If you’re a brand with brick-and-mortar locations, your in-store associates are one of your most valuable assets. These folks are experts on the ins and outs of your products and services. And they’re on the front line day in and day out – providing trusted advice, recommendations, and service to your customers.

It’s critical to ensure your locally-based employees have what it takes to consistently deliver great experiences. Today, the vast majority of consumers value experiences as much as products and services. And research tells us that speed, convenience, knowledgeable help, and friendly service are the factors consumers value most in their experiences with a brand. 

Now’s the time to equip store associates with the tools and information they need to deliver winning experiences to every customer they interact with – whether it’s online or in-store. 

What Store Associates Need to Deliver Winning Omnichannel Experiences

These days, one-size-fits all experiences won’t cut it. Instead, consumers expect to be treated like individuals, rather than just another number. Per Salesforce research, nearly three-quarters of consumers expect companies to understand their unique needs and expectations. And over half expect offers from brands to always be personalized. 

The bespoke experiences modern consumers expect are fueled by data. 

When a retail associate has access to a customer’s past transactions and interactions, they have a better understanding of that customer’s needs and preferences. With the right data, your sales associates are empowered to provide personalized service and recommendations that meet the unique needs of the shopper – both online and in-store.

Oftentimes, brands have a wealth of data – but that data is hard to access and disjointed. However, brands that use Salesforce have access to a 360 view of each customer. Local store associates can tap into this data to deliver personalized experiences. 

Of course, it’s important to remember that the channels consumers are using to interact with brands are changing. While in-store shopping was once the norm, digital channels (including messaging) are quickly gaining favor. Brands must equip their store sales associates with the tools they need to connect with consumers via their preferred channels, like SMS, Live Chat, and Direct Messaging.

Today, winning brands across many industries use Salesforce Digital Engagement to empower associates to provide exceptional experiences throughout the buying process. With the aid of 1440, companies can now seamlessly use Salesforce Digital Engagement on a mobile device. Store associates can use the app to communicate with customers, and each of those interactions add another layer of data to the brand’s 360 degree view of the customer. 

The bottom line? With Salesforce, in-store associates can deliver winning experiences that attract, convert, and retain customers, both online and in-store, wherever they might be in the purchase journey. 

7 Use Cases: How Retail Associates are Leveraging Salesforce Digital Engagement for Mobile to Deliver Outstanding Customer Experiences 

Salesforce Digital Engagement empowers retail associates across myriad industries to deliver winning customer experiences. Perhaps the best way to understand the potential impact of equipping those working the sales floor with Salesforce Digital Engagement for mobile is to take a look at some real-life use cases. 

Use Case #1: Responding to Product Inquiries in Real-Time 

When researching products, consumers often have questions – perhaps about features, functionality, availability, or something else. It’s important to provide timely answers to shoppers, wherever they are. After all, research from Forrester found that over half of US online adults are likely to abandon an online purchase if they can’t find a quick answer to a question. 

A customer can pose their question via a conversational commerce channel – including live chat, SMS, social media, or a messaging app. Someone on the sales floor can use Salesforce Digital Engagement to engage with the customer – even when they’re not in the store. The customer gets their questions answered, and they ask the store associate to put the product on hold for them to pick up on their way home from work. 

Use Case #2: Delivering Personalized Recommendations 

In-store associates are product experts. In fact, one of the key benefits of in-store shopping is getting personalized recommendations from knowledgeable sellers. 

However, a growing portion of consumers are browsing online – often from their mobile devices. With Salesforce Digital Engagement, locally-based employees can use Salesforce Digital Engagement to offer personalized product recommendations to those shopping online. Those recommendations are fueled by a combination of the associate’s product knowledge – and the customer’s data, including:

• Past purchases
• Preferences
• Browsing history 

When consumers purchase products that fit their needs well, it boosts their satisfaction – and their likelihood of making another purchase in the future. 

Use Case #3: Providing Field Service

Local associates aren’t always standing behind a cash register. Oftentimes, they’re out in the “field.” The field looks different depending on the industry. For example, an automotive sales associate may be out working on a car. A furniture sales associate might be out in the workshop. A home and garden sales associate may be out (literally) in a field. 

With Salesforce Digital Engagement, these associates can engage with customers – even when they’re out in the field. For example, let’s say a customer orders a custom piece of furniture. After making the purchase, the builder starts gathering the supplies they need to build the item. However, the customer wants to change a detail of the order. She reaches out to the sales associate, who is in the local workshop interacting with the person working on her project. Using Salesforce Digital Engagement, the sales associate changes the order and makes sure the builder is aware before starting the project.

Use Case #4: Building Relationships from Anywhere

A customer might have a need or question arise at any time of the day, any day of the week. With Salesforce Digital Engagement, store associates can engage with customers whenever the need arises.

For example, an existing insurance policyholder might send an inquiry to their agent, who is attending an industry conference. In between sessions, he leverages Salesforce Digital Engagement to provide a response to the customer’s question. The customer is delighted to receive such personalized, timely service, and she shares her experience with her family and friends. 

Use Case #5: Scheduling Reservations and Appointments 

In some instances, a consumer might complete the entire purchase journey online. But in other instances, a shopper will start the journey online, then visit the store for further information, to make a purchase, or to access a service. 

In-store associates can use Salesforce Digital Engagement to schedule reservations or appointments with customers. This might include appointments for things like:

• Product demos
• Services
• Consultations 

Use Case #6: Providing Order Updates 

After making a purchase, most consumers are eager for their item to arrive. Retail associates can use Salesforce Digital Engagement to provide customers with order updates right to their phones. They can provide real-time updates on the order processing and delivery, answer any questions the question has, and resolve any unexpected issues that arise. 

Use Case #7: Engaging with Existing Customers

It’s an old business adage, but it’s true: it’s cheaper to retain an existing customer than it is to win a new one. As such, fostering loyalty with existing customers must be a top priority.

With 1440 and Salesforce Digital Engagement, those working the sales floor can engage customers who are part of the brand’s loyalty program. Associates can use the app to send personalized offers, promotions, and rewards to customers post-visit. This will encourage them to make repeat purchases – and increase their brand loyalty. 

It’s Time to Empower Your Store Associates to Deliver Winning Mobile Experiences

Your local, store-based associates are one of your greatest assets. It’s imperative to provide them with the tools they need to deliver winning experiences to both online and in-store shoppers. 

Learn more about 1440’s new Digital Engagement mobile enhancement that allows store associates to provide personalized, convenient experiences to customers – even when they’re not in a physical store location. By consistently delivering great experiences, your brand will boost customer satisfaction and loyalty – and grow revenue.