Salesforce Community Cloud, as described by Salesforce, is “an advanced online community software that connects employees, partners, and customers into a seamless, productive ecosystem, which works to better your business”.
Community Cloud is a Salesforce product that allows you to build an internal website that merges all of your employee announcements within a single and effective information-sharing space.
You can also use it to invite your customers to share experiences and answer questions to help recruit new customers and help existing customers in a useful and moderated discussion-based environment.
Salesforce says the software is “only limited by what social spaces and functions you can envision for your business”.
As you can imagine, there are many benefits of this style of software.
Here are just some of the many benefits Community Cloud offers companies …
1. Engage with your customers, partners, and re-sellers 24/7
Even if your team is working 9-5, your community will have access to automatically-generated content and FAQ resources 24/7. The portal is always live, and responsive for customers.
This is a truly excellent product from Salesforce for those that want to find new and effective ways to provide 5-star customer service.
2. Create an online-based community that is specific to your business
Community Cloud lets you create personalized experiences that are unique to your brand, identifying what your customers care about along the way.
You can set up specific fields to respond to your customers’ behaviors more optimally once you become familiar with the technical ins-and-outs of the system.
3. Brand your community with your organization’s identity
Salesforce allows partners to co-brand their communities so that marketing assets are pre-populated and personalized based on their CRM user profile.
You are able to edit profile fields, switch out old logos or addresses, and Salesforce updates all marketing materials after you’re done with those updates.
This takes a lot of manual labor pains out of the equation for modern marketers using Community Cloud.
No touchpoints are missed for marketing because of this process flow! Amazing, right?
This helps to keep your campaigns relevant and robust while maintaining your brand identity.
4. Enable FAQs for easy self-service
In Community Cloud, you can set up topics to keep searching simple, whether you’re viewing the system as an employee or customer.
You can find common connections, follow topics of interest, and discover automatically-generated new pages.
By providing recommendations, users are more able to connect with each other and become immersed in topics and conversations they’ll benefit from.
The search function also lets users find answers to their questions much easier.
5. Set up moderation rules for engagements
Community Cloud users can create and modify rules for their communities to moderate member-generated content more effectively.
Each rule you set up specifies the member-generated content that the rule applies to, the criteria to enforce the rule on, and the moderation action to take.
Moderation helps to keep your community clean and free from spammers, bots, and other offensive or inappropriate content.
6. Reward active members to show appreciation
By giving a clear visualization of the conversations happening from employee to customer, or between employees, Community Cloud can help you shape a rewards program to recognize your most active members, awarding them with customized profile badges.
You can also enable your cloud members to endorse each other for specific skills and expertise they have.
This sort of program helps to increase customer retention ratings and improve engagement levels.
These are just some of the great benefits of Community Cloud.
Before you select any technology, whether CRM, marketing automation, or something else, we at Ledgeview always advise that you conduct a thorough business analysis first. What works for your organization will be unique to your team and your business needs.
You can also discover exciting trails that expand upon topics like Community Cloud with Salesforce’s learning center, Trailhead.
Whether you’re just getting started, are in a new project phase, or fall somewhere in-between, Ledgeview Partners can be your guide.
Contact us to make your journey with Salesforce a success!