Last September, Salesforce announced its latest product – Salesforce Genie. And it’s an exciting one! The new platform has the potential to reinvent the media industry, helping companies to connect with their customers and adapt to their customers’ needs in real-time. Salesforce Genie powers the entire Salesforce Customer 360 solution and has boundless potential, but there are three key ways in which it can help to transform businesses in the media industry. Keep reading for a summary of these three key points from the media experts at Trigg Digital…
- Detailed customer profiles
Salesforce Genie is at the heart of Salesforce’s Customer 360 experience, which has been designed to help companies improve the way they interact with their customers. According to research by Mulesoft, the average company uses around 976 separate applications – this costs companies both money and time, as employees are left constantly switching between different apps and tools, looking for the data they need. Salesforce Genie, however, solves this problem by seamlessly connecting all of these tools in one user-friendly platform. Every customer touchpoint you could possibly need is gathered together in one place, including CRM data, website data, advert interactions, IoT devices and much, much more. This makes it easier than ever for companies to create a single source of 360-degree customer truth.
As well as collecting customer data and showcasing it in one place, Salesforce Genie gives users the ability to access real-time data. Genie Customer Data Cloud processes on average 100 billion customer records each day, which means that users can take action instantly and give their customers what they want, when they need it. As well as their own data, businesses can access first-party data from the likes of Amazon Ads and Meta, making their advertising campaigns even more personalised.
- More automation and cooperation
Salesforce Genie doesn’t just help businesses to get a better view of their customers’ wants and needs by providing them with access to real-time data. It can also help teams from across the business to interact with one another and share data, as well as offer their customers a more well-rounded experience. The sales, marketing and customer service teams can use tools like Sales Cloud, together with Marketing Cloud and Service Cloud, all in one connected platform. This way, they can cooperate and, ultimately, be more productive, as Salesforce gives them the ability to track marketing campaigns and new leads, make sales, improve customer satisfaction, and even predict future growth.
One key part of Salesforce Genie is Einstein, the world’s first comprehensive AI for a CRM, which brings AI capabilities to your employees. Einstein gives users the ability to get even more done and make their customers feel more valued. A more personalised customer experience can strengthen your relationship with your customers and keep them coming back – a survey by Segment revealed that 71% of people surveyed admitted to feeling frustrated by an impersonal shopping experience.
AI can be added to all workflows and business processes, helping to automate processes and free up employees to devote their time to tasks that are more impactful. For example, if a customer cancels their subscription with a company, marketing emails can be automatically paused. Instead of receiving off-the-mark marketing emails, a ‘come back’ campaign would be launched, offering highly-personalised deals and offers, and they could even be assigned to a sales representative that specialises in winning back lost customers.
- Build relationships with customers
By giving businesses the ability to offer their customers a more personalised experience, Salesforce Genie can also help businesses build long-lasting, more meaningful relationships with them. Recent research by Qualtrics XM Institute showed that 89% of companies that had chosen to lead with customer experience had performed better financially than their peers. Customer connection is more important than ever – last year, 76% of shoppers around the world considered themselves loyal to one or more brands, which was 13% more than the year before.
With tools like Marketing Cloud, brands can generate more insights from their customers, and with real-time data, they can personalise every step of the customer experience, from acquiring customers to keeping them loyal. Smartbots, equipped with Einstein AI, can be programmed to interact with customers and answer their queries – since the smartbots have access to all of their data, they can help customers any time of day or night. The data that users can access through Salesforce Genie is updated every millisecond, ensuring you’ll never miss out on any changes in consumer behaviour. In some cases, brands will be able to offer products or services to customers before they’re even aware they’re looking for the products or services.
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Want to know more about how Salesforce Genie could help to revolutionise your business? Don’t hesitate to get in touch.
Here at Trigg Digital, we specialise in helping media businesses to meet their goals. So, whether you’re looking to better understand and connect with your customers or make your business more efficient, we can help.
Get in touch to find out more…
+44 203 239 8492
hello@triggdigital.com
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