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Community Cloud and the Customer

How can businesses better connect with their customers? It’s a question that has been pondered time and time again. With every new decade and technological advancement the answer changes, but the question somehow never does. How can businesses and consumers connect in a way that is both meaningful and productive?

Enter Community Cloud

Salesforce Community Cloud is a digital platform that is helping many businesses answer this question (and more) in an efficient, cost effective and scalable way. Community Cloud has the ability to not only power customer service, but also help accelerate B2B commerce activity, manage partner relationships and drive brand engagement. It’s a supercharged engine that is extremely user friendly.

Focus: customer service

Wouldn’t it be nice if there was a place for customers to visit that had ready-to-read answers to FAQs (frequently asked questions), a way to reach out to a customer support representative directly, content on pertinent business data and a way to interact with the business directly? Community Cloud provides companies the ability to do this. When customers have the power to more directly engage with a business, their experience quickly becomes a more positive one.

Think about this

Have you ever had a negative experience with a purchase that the company was able to remedy? Maybe you ordered something online and you still had not received a shipping confirmation a week later. You visited their website and found a FAQ page that explains items are custom and typically take two weeks to ship out. You felt better knowing that the company did not forget about your order and that you’d be receiving a shipping update in the next week.

Business takeaway

The customer did not need to call into the business because the question had been answered before they ever needed to pick up a phone. This is just one example of how a company can use Community Cloud to move a customer from just a customer, to a happy customer, to an engaged customer.

Answering the question

In the end, the best possible outcome of customer service is a happy and engaged customer. If this can be done in a way that is cost effective to the business, easy to manage, and time efficient to implement with a knowledgeable partner, doesn’t that answer the age old question?

 

 

For more information contact [email protected]

Or visit the following link for a guided tour of Community Cloud from Salesforce:

https://www.salesforce.com/community-cloud/guided-tour/#solutions

 

 

 

About Morgan Houtsma

Morgan is the Marketing Administrator at Statêra with strong experience working with the Salesforce platform. She is a graduate of the University of Wyoming and has a background in marketing and outreach.