Alongside the announcement that Salesforce is collaborating with WhatsApp (more on that later!), the Salesforce world has been practically buzzing with the announcement of the brand new ‘Salesforce Genie’.
But what is this new platform and what can it actually do for sales, marketing and customer service professionals? In today’s blog, we’re answering that exact question AND providing some handy use cases to demonstrate how Genie can be implemented IRL…
What Is Salesforce Genie And What Does It Do?
Genie is arguably the biggest announcement Salesforce has made in quite some time – Salesforce itself has even labelled it the “biggest innovation” to come to the platform in 20 years.
Salesforce Genie is an add-on that works with Salesforce’s existing platform, making it the world’s first ever real-time CRM. It enables integration with a huge range of data sources to create a single customer profile that can and will be updated in real-time. This real-time customer profile can then be used to create sales, service and marketing communications that are personalised, automated and adjusted according to the data collected. It basically takes the concept of a Customer Data Platform (or ‘CDP’) and pushes it one step further.
This might sound simple, but that’s because it kind of is! If you do wish to know more about the ins and outs of how this platform works, though, you can find out more about Genie here.
Genie is available for free on Marketing Cloud right now and can be “added on” to all other Salesforce platforms for an additional fee.
Examples Of Salesforce Genie In Action
In Customer Services…
A customer sees a fault signal flashing in their car. A signal is sent to Genie from the car, the diagnostics are reviewed automatically and a resolution is reached or an appointment booked automatically without the need for a human to intervene. The customer is notified via their preferred channel (ie. email, WhatsApp, SMS, Phone) and provided with valuable advice on whether or not to drive the car between now and their appointment.
In Marketing…
A customer is browsing for a new dress for a party the following night. As she’s searching the website of her favourite fashion brand, she clicks on a ‘next day delivery’ banner on a marketing email sent to her by the same brand earlier that day. As the customer views the 3rd dress on the website, Marketing Cloud Genie sends a personalised offer to the website which changes instantly from 10% off to free next day delivery if purchased within 3 hours as we predict the customer is likely to buy quickly. The offer is now more relevant and enticing for her to make the purchase now . She decides to buy the dress she is viewing and make the most of the free delivery promotion.
In Customer Services And Marketing…
A client calls customer service about a problem they are having with a product. Because the company uses Service Cloud Genie, this triggers an automatic action pausing all marketing and sales interactions with them until their problem is resolved. As a result, there are no irritating interactions to drive them away while the issue is still causing them problems. Once the problem is solved, Genie automatically sends a satisfaction survey to the customer to explore potential ways the company can improve and drive customer satisfaction.
In Sales…
A sales rep at a B2B retailer is having a conversation with a potential customer via web chat. Within Sales Cloud Genie they can see that the customer has watched a demo video, interacted with the brand on social media,previously asked a question about a specific product and tells us they recently moved into a new role per the integrated LinkedIn component . With all this information, the rep steers the conversation toward the many ways this product can support the customer in their new role, the efficiencies it would drive and the problems it can solve. They also propose a trial package for the customer, providing them with an opportunity to give the product a go without committing their new business to making a purchase.
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To find out more about how Salesforce’s Genie can help your business improve the customer experience, boost sales and increase efficiency (and how Trigg Digital can help you to implement it seamlessly into your existing processes), get in touch!
+44 203 239 8492
hello@triggdigital.com
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