Salesforce CRM Solution for Online Retail

With Salesforce, retailers can deliver intelligent customer experience at each stage of the shopping journey. From awareness to purchase to service to loving your brand, one to one advertising helps you extend your reach using artificial intelligence to find new shoppers with characteristics that match your existing ones. And once you reach them, you can personalise their shopping journey with relevant content on the right channel at the right time. When a customer engages with your brand, they receive recommendations of products they powered by artificial intelligence. Shoppers have a personalised experience, faster payment, and fulfilment options. After making a payment, shoppers can get help on any channel including text and video chat. Service agents can see a complete view of the customer and even help with additional purchases during the interaction. Shoppers can also visit customer communities to get their questions answered. In the store associates can personalise shopper experience with recommendations based on a 360 degree view of the shopper. They have product availability, tasks and communications from headquarters all on their mobile device. So, they can spend more time on the floor giving shoppers a faster personal and connected experience at every touchpoint.

Connect every aspect of your business with a unified intelligent platform.

INTELLIGENT ADVERTISING

Drive awareness and acquisition with smarter targeting.

Execute all your advertising such as display, search, and social from a one integrated platform.

Discover new customers and manage multiple campaigns across advertising ecosystems with Advertising Studio from Marketing Cloud. Visualise and get reports on ad performance with just a few clicks, empowering you to reach out to shoppers with the right offerings at the right time.

Advertising Studio form Salesforce Marketing Cloud connects advertising with your marketing and CRM data to create personalised one to one customer journeys. Now all your data securely stored inside Salesforce including sales, service, marketing, and commerce interaction can be used to power your digital advertising. From customer acquisition and re engagement, to media optimization allowing you to directly advertise on Facebook, Google search Instagram, witter and YouTube. even use Salesforce DMP to reach the entire display advertising eco system. Easily find and reach out to new prospects, lookalikes of your best customers and use these high qualified audiences to drive successful Facebook campaigns. immediately capturing quality leads for your business right inside both sales and marketing clouds. And with journey builder you can coordinate advertising with other channels including email sales and service, to increase RoI and customer satisfaction while excluding your existing unqualified customers.

1-TO-1 JOURNEYS

Personalise every customer journey with Marketing Cloud.

Make marketing smarter.

Deliver personalised journeys to customers that are scalable and push the right offer at the right time on the right channel across mobile, social, email, mobile, and more.

Marketing Cloud Email Studio is the enterprise email marketing solution built on the worlds no 1 CRM. It allows marketers to drive smart personalised messaging at scale while seamlessly connecting commerce, sales, and service for a coherent customer journey. With Email Studio each message can be tailored using at user friendly user interface, with drag and drop functionality, allowing you to easily customise content for your prospects. Now you can personalise unique content for each customer. Einstein AI is fully integrated into the retail solution from Salesforce, which means email marketers can intelligently predict the customer needs, enabling them to recommend the right product at exactly the right time.  With automated triggers, retailers can touch literally millions of customers, by sending them personalised messages even during peak times. Email studio allows you to easily switch between using prebuilt templates or code when creating the right look of your message. You can review each email once it’s ready, to ensure the right content is created for every member. After sending emails, marketers can target and attract new prospects by advertising across the internet or on their mobile. Real time analytics tracks and monitors campaign performance throughout the whole customer journey so that you can optimise campaigns to consistently engage customers. Email Studio allows you to approve content, monitor performance, and manage users from anywhere.

UNIFIED COMMERCE

With Commerce Cloud, convert shoppers into buyers, faster.

Reinvent the store with unified digital commerce.

Deliver a seamless buying experience seamless across the mobile, web, social, and physical stores. Enable multi-channel order management functionality that allows customers to buy from anywhere and merchants to sell and fulfil anywhere.

Commerce Cloud digital is a platform that empowers you to scale your business across all channels -mobile, social, web social and physical stores. You can easily and quickly deploy sites and augment sales fast with a huge library of pre-built features, managing multiple sales channels from one single console. With a robust development platform built on the world’s most powerful CRM, open APIs and a large, certified partner network, you have the power to deliver an engaging online store delivering an exceptional customer experience of your brand in virtually any language from anywhere. Brands, retailers, and marketers can drive their business with a scalable platform that meets your business objectives with tools that augment productivity for the commerce team, creating campaigns, adding content and promotions, and previewing the online store experience for the targeted customer group. You can create unique categories of merchandize for a campaign, a place of your choice, with the products you want and the sequence in which you want them. And use the power of AI improve that sequence. With all this and more, your customers can locate what they want, faster than ever. With every interaction that your customers have with your store, Einstein learns more about them, and gets smarter and more predictive as they interact, throwing up products based on their past behaviour. Making customers feel like you know them because, in reality, you do.  With Commerce Cloud Digital, you have the right partner invested in your success, and you have access to team of experts who will make available to you benchmarks and best practices across the retail eco system, empowering you to innovate and grow your business faster than ever.

ANY CHANNEL SERVICE

Deliver intelligent service with Service Cloud.

Drive real conversations at scale.

Drive real conversations with customer on the channel of their choice. Personalise every interaction and empower service reps with the information they need to respond faster to customers and turn into customers for life.

Live message feature from Salesforce delivers conversational service to your customers exactly where they need it. On the channel of their choice. And on their preferred messaging app. Leverage bots to power conversations and automate service capability or allow customers to directly connect with a support rep to deliver instant help. With the Service Cloud lightning console, service reps can reply with the help of complete customer information from CRM data to interaction history, so they can smartly give the right answers quickly. Service agents can now be more productive, by managing multiple conversations concurrently. And because customers can use whichever messaging app they prefer, they can easily engage in service conversations, effortlessly. Live message feature allows you to connect with your customers in completely new way.

Today, the shopping experience begins online irrespective of whether it ends in a store or with a package delivered to them. Which is why brands and merchants are taking advantage of Salesforce Retail Cloud to deliver personalised customer experiences across multiple channels. Salesforce CRM for retail allows retailers to make customers’ needs their top priority, absorbing what they want, and responding in real time.

Girikon is a certified Salesforce Implementation Partner and we can help you connect sales reps, partners and associated staff with the information they need to deliver the best fit products and best in class service that drives customer loyalty with Salesforce retail CRM.

About Author

Indranil Chakraborty

Indranil is a technology enthusiast with over 25 years of experience in project management, operations, technology and business development. Indranil has led project teams in egovernance, business process re-engineering, product development and worked with Government and Corporate customers. Indranil truly believes in the power of technology to drive productivity and growth for teams and businesses.