6 Ways to Improve the Salesforce Experience for Your Users

The customers and partners who interact with your business, as well as the employees who interact with them, all expect modern digital experiences. According to a Salesforce report, nearly 90% of buyers say the experience a company provides is just as important as the product or service. Whether you use Experience Cloud, Sales Cloud, or Service Cloud, your Salesforce user experience must be seamless, personalized, relevant, and reflect all the right context behind every interaction.

At the same time, Salesforce is a large investment and we need to show a return on that investment as quickly as possible. Maximizing user adoption and proficiency is key. The more useful and relevant your experience is, the more effective users will stay on your platform and the more often they will return to it.

Here are six ways you can improve the Salesforce experience for your customers, partners, and employees.

1. Keep users informed and engaged.

Keep your users up to date on everything they need to know about your business, and share valuable, engaging content that’s relevant to their needs and interests. Customized notifications provide timely information and important reminders. Keep your audience informed and engaged through virtual and in-person events and targeted news, blogs, or other articles. Manage and display all of this within Salesforce, minimizing context switching and keeping users coming back to the platform.

2. Personalize relevant user experiences.

Infusing context and personalized content enriches the overall experience and makes it more relevant to individual customers. Don’t make your employees struggle with basic searches and list views. Your workflow dynamically presents you with what you need, so you don’t have to quit your current task to find it. Strive to give users the information they need when they need it, including location mapping, embedded videos, targeted news and events, assigned learning, featured products, and knowledge articles.

3. Break free from the confines of the typical Salesforce look and feel.

Break away from restrictive, bare-bones layouts, views, and UI components to deliver the beautiful, modern experiences your users expect. Follow current UX design principles and ensure every touchpoint represents your unique branding look and feel, rather than looking like another Salesforce implementation.

4. Accelerate platform adoption and mastery.

Start realizing value by developing a plan to thoroughly onboard users and familiarize them with the platform as quickly as possible. Streamline and automate the onboarding process. We collect data to drive users to our site or platform, personalize their experience, and provide them with the knowledge and resources they need to succeed. Then go deeper and provide your employees, partners, and customers with immersive digital learning experiences tailored to their specific needs. A highly skilled ecosystem is a loyal and effective ecosystem, and educated customers are advocates for your brand.

5. Enable users to provide services to themselves and each other.

Provide your customers, partners and employees with the ability to self-serve 24/7, including product research, purchasing, account management and problem resolution. This means making it easy to access, search, and filter product information, knowledge base, and other content. Avoid cases by giving customers access to the same content your service staff uses through a knowledge base or chatbot.

Empower your users to become advocates.

An effective way to get your brand and message out to as many potential customers as possible is to give users a way to advocate for you. Organically grow your brand’s reach and influence by allowing users to share, contribute, and interact with content. We allow our partners and employees to contribute blogs and articles, allow our customers to share content on social networks, and allow users to rate and review products, services and other posts. Leverage this active user base to crowdsource the best ideas for improving your business and Salesforce implementation.

Achieve enhanced experiences with IBM® Accelerators for Salesforce

IBM® Accelerators for Salesforce help you achieve this enhanced experience. Our library of pre-built components lets you quickly implement dozens of common use cases in Salesforce with just clicks, not code. You can drag and drop, configure, and customize components to create engaging and relevant experiences for your employees, partners, and customers across Sales Cloud, Service Cloud, and Experience Cloud. Accelerators like announcements, experience components, news, ideas, learning adventures, onboarding, and more help you create highly relevant and personalized experiences.

IBM developed these accelerators based on expertise gained from thousands of successful IBM Salesforce service engagements. Now you can purchase the same product and use it in your projects! Reduce customization efforts, empower administrators, and accelerate the ROI of your Salesforce implementation by leveraging the power of prebuilt components.

Transform and accelerate your Salesforce journey with IBM Accelerators. Transform your business with IBM and Salesforce.