Navigating Salesforce Experience Cloud for Enhanced Customer Connections

Previously known as Community Cloud, Experience Cloud from Salesforce is a premium platform. It focuses on personalization and customer experience web projects to let teams build branded experiences that connect employees, customers, and partners to complete business goals.

Join us in the article below as we get more familiar with Experience Cloud and learn how it can be used to assist with building long-lasting, personalized customer experiences and relationships.

What is Experience Cloud from Salesforce?

Starting at the beginning, Experience Cloud is a platform used to create branded digital experiences. It focuses on connecting customers, partners, and employees to streamline business relationships. With Experience Cloud, teams can create web projects like online communities, web portals, and websites.

For a Salesforce Experience Cloud implementation guide, please check out the official website.

Manage Customer Connections With Experience Cloud

When you use Experience Cloud to manage customer relationships in a central hub, like the world-leading CRM platform - Salesforce, you get to connect your communication strategies to many channels, like web or mobile sources.

Experience Cloud also integrates well with social media platforms and Salesforce communities to create a single location that delivers digital experiences to every customer.

Let’s take a look at a few examples of Salesforce Experience Cloud that strengthen customer relationships.

Enhanced Salesforce Digital Experiences for Customers

With Experience Cloud from Salesforce , your team can build a self-service portal for customers. These portals are used to provide customers with articles and frequently asked questions (FAQs) so that they can troubleshoot problems quickly, 24/7, without the need for a customer service agent.

A case management feature can also be added to a customer portal. This digital experience from Salesforce and Experience Cloud lets customers log a ticket that can be picked up by a customer service agent if they cannot resolve an issue independently with the content already provided on the portal.

A Personalized Customer Experience

Experience Cloud can also provide your business with tailor-made customer experiences. Your teams can use the data collected from customers browsing your website to determine which products and services they are interested in.

From this data, your team can build a custom homepage and personalized experience for that particular customer. So, when the customer logs into your Experience Cloud website, you can have the homepage dynamically updated.

This can be useful functionality if you want to present the products and services that the customer was specifically interested in. You could also choose to display articles and upcoming events to boost the customer connection.

Upgrade Customers to Experts

You can turn your customers into specialists and influencers regarding your business products, tech, and services. Achieve this unique goal by making sure you understand the features of Experience Cloud and how to use them to the max.

For example, when you add specific functions to your web projects, you get customers who want to engage with your content more. As they keep reading your articles and watching your uploaded videos on an Experience Cloud website, they instinctively become more knowledgeable and can help other members of your target audience through community portals as new experts.

Centralized Customer Data Management

Experience Cloud is a great option for keeping all your customer data in a single location as it integrates well with Salesforce. This integration provides seamless data transfers between the two platforms and can keep your customer profiles updated all the time with contact details, purchase histories, and interactions for your employees to access.

If you have a customized Experience Cloud project for a specific user, like a self-service portal. You will be happy to learn that Salesforce can pull all the data from customer interactions on the self-service portal, such as when they download product manuals or log tickets for cases.

Then, you can track all these interactions directly in Salesforce using an Experience Cloud portal integration.

Monitor Customer Interactions in Experience Cloud

Although there are plenty more worth mentioning, our last example of using Experience Cloud to boost customer connections is by creating dashboards. You can use dashboards to examine customer interactions and then create tailored marketing campaigns or sales strategies.

When setting up your dashboard, make sure to identify the metrics you want to study. Here are a few you could keep an eye on:

• The number of times a customer logs into your website.
• The number of views a specific web page collects on your portal.
• The number of web forms submitted by customers.

Titan Web: Best Alternative to Experience Cloud

If you are looking for an alternative option to Experience Cloud, we can recommend Titan Web. It’s a powerful no-code digital experience platform for Salesforce.

With Titan Web, businesses can create websites, portals, forms, and surveys on a single platform that integrates with Salesforce with no code. Titan’s simple drag-and-drop builder can create Salesforce digital experiences for your custom web projects. Check out a few of the features it provides customers:

• You get end-to-end security for your web projects.
• Titan Web is secure and complies with HIPAA, SOC 2, ISO, GDPR, and other leading frameworks.
• You can create user-friendly digital experiences across any industry that connect employees, partners, and customers to build and maintain long-lasting connections.
• You can design custom SSO portals for non-Salesforce users with advanced two-factor authentication security tools.
• Titan Web has a full range of customization tools to create web projects that launch super fast with zero code.
• Titan has bi-directional data flows with Salesforce. This means that your web portals, websites, documents, and surveys can push and pull data to and from Salesforce in real-time.
• Titan Web is not just a drag-and-drop portal builder. You can use it to generate documents directly from Salesforce and configure them with digital or eSignatures for streamlined signing processes.
• You get to create complex approval processes within your organization using zero code to keep your colleagues, partners, and customers aligned.
• And many more! Check out the official Titan website for more details.

Conclusion

Thanks for reading our article on understanding Experience Cloud better. We provided some examples of how businesses are taking their customer goals to the next level with Salesforce and Experience Cloud. You can use this knowledge to create valuable customer relationships in your organization, too.

On the other hand, if you are on the lookout for a market-leading alternative, we presented Titan Web as our top choice!

We hope we have inspired you with new ways to connect with customers through the use of Salesforce and Experience Cloud.

Good Luck!