Take Your Social Media Game to the Next Level
Consumers use social media for a variety of reasons including connecting with friends, posting pictures as well as venting about previous interactions with businesses and products.
The revamped solution will help to drive deeper connections into the Sales Cloud as well as the Marketing Cloud and the Service Cloud through social media data. Users are now able to monitor social forums such as Twitter and YouTube as well as news sites for what consumers are saying and react accordingly.
One example of how these capabilities can be leveraged by businesses is through customer service teams. These teams will be able to monitor social channels for customer support issues, create a social case in the Service Cloud and then send cases to the correct people to help take care of the issues quickly and correctly.
Also, sales representative and marketers can now listen in to what consumers are saying on social networks in order to better identify potential prospects and send them to the correct salesperson using the Sales Cloud as well.
“The role of the social team has changed dramatically in the last few years. Previously, ‘doers’ ran every aspect of their company’s social media analysis, content marketing and engagement soup-to-nuts,” states Salesforce’s blog post announcing the revamped solution. “Today, though, social leaders increasingly need to become ‘enablers,’ as centers of excellence are focused on social strategy, governance, training, and policy. A democratization of social is taking place across different business units, roles, projects, regions, and brands.”