Today we explore the powers of Salesforce Community Cloud.
Community Cloud is an online social platform that enables companies to connect with customers.
Community Cloud enables companies to create a knowledge base – dedicated website for frequently asked questions, main support topics, tutorials, how-to guides and other relevant information.
The platform also engages customers with one another and answer each other’s questions on relevant topics.
First and foremost, Community Cloud helps to reduce workload of customer service center. More than 50% of all customer support requests are easily addressable via self-help guides and tutorials.
Inviting users to navigate to an easily searchable knowledge database prior to filing a support ticket or calling the helpline is the best way to free up those phone lines.
Additionally, communities help to improve customer experience.
A lot of customers hate dealing with customer service reps. More than 80% of customers would prefer to solve the issue via self-service or online options rather than dialing the support line.
When faced with a particular problem, customers firstly try to Google the solution. And here the SEO friendly knowledge base comes into play.
Last but not least, communities unleash the power of crowd wisdom. If a customer is faced with a problem specific to the device model or a software he is using, most often someone has already dealt with it.
It empowers users to share their experience and help other community members, introducing gamification and motivation elements to support most active community participants.
But enough theory. Let’s jump into action.
In the last video we have invented a medium-sized internet and pay-tv provider OneCast to demonstrate Salesforce features in a more realistic business setting.
Here’s a quick reminder of what our invented operator does.
From our OneCast Salesforce Lighting interface let’s navigate to the community page.
Please note that a company can host multiple communities – for B2C or B2B customer support, for partners or even for employee training and engagement.
Let’s click on the Builder to see how a community platform is created.
As you can see the community page can be created via an easy to use platform with no web development skills required.
You can add or remove page components.
Choose and customize a design theme.
Customize the page layout structure using a wide variety of template presets.
The Settings part provides an easy to use toolkit for changing general settings of community platform.
Here you can add additional language options – an important feature when serving multilingual customer regions or operating in multiple countries.
Remember what I mention about users trying to Google the problem instead of dialing the support number?
Salesforce communities come with powerful SEO tools built-in to drive traffic from those customer support Google searches.
Of course, the platform comes with Analytics integration and security options.
It is really easy to create a community platform. Every page element can be easily customized via drag and drop with no specialist development skills required.
As I am happy with my effort, lets publish the community page and go live.
I hope my effort helped to reduce the workload of the OneCast service representatives and made OneCast customers happy.
So, to summarize:
- Salesforce communities empowers customers to self-help and quickly find a solution to their problem.
- Communities help to reduce workload of customer support center and improve user experience.
- Multiple communities can be created – for B2B, B2C customers or even company employees.
- Inbuilt SEO tools help customers to discover an answer to their question when they Google for solutions.
- No development skills are required to create and manage a community platform.
Let’s get in touch hello@bluelark.digital