What is Salesforce Einstein and What Does it Do?

By Swatil Binte Mahmud, Blogger, Lava Protocols

In the 90s, most children's best part of the day was going down and playing with friends. Something that even topped that was saving money to buy sweets from the local store. I even established a system with the shop owner. Every month, I listed down my favorite candies to him, and he would keep them in a separate bag for me. Even if the other kids wanted something from my bag, the storekeeper would not sell it. He would only sell it to me when I saved up enough money by the end of the month. Because I established a good relationship with him (and was adorable), he even gave me free treats! So, I am just used to receiving top-notch customer service from a very young age. Well, guess what, so are your customers!

This is why marketers globally are prioritizing personalization to win loyal customers. The process of personalized experiences at every touchpoint can be a lot of work. To keep up and to deliver, businesses are innovating and strategizing to provide the best multi-channel engagement, personalized services, and comprehensive customer profiling. 

Do you want to know what you can do to personalize interactions that can further your customers' brand journey? You need Salesforce Einstein.

Streamline and Personalise Customer Experience

Salesforce Einstein, an integrated A.I. engine, can increase team productivity and improve the customer experience at every stage of the customer journey. If you want to nurture your customers, you can take the support of A.I. to make your life easier. To deliver customized and personalized experiences to every customer, your teams must collect and analyze large amounts of data. This is because if you want to know your customers and what they need, you have to make an effort to know them first. Salesforce Einstein will help your team to capture and organize large chunks of data. They will monitor and store customer interaction history, touchpoints location, click-through rates, and past orders to derive actionable and accurate insights for your team. This will allow you to use this data to analyze what your customer might want or decide the next logical step. With the help of Einstein Next best Action you will be able to quickly build A.I-powered apps for your employees and customers on an artificial intelligence platform.

Einstein for Marketing Campaigns

Knowing the right time, channels, and messaging is the secret to a successful marketing campaign. Once you have all these three things set, it is doubtful that your marketing campaign will fail. This is where you can make the most use of Salesforce Einstein. As Einstein is an A.I. engine, it can process data quickly and efficiently. Einstein is tailored to suggest the best channels and times to interact with customers based on where they are on their customer journey. Also, Einstein Marketing Cloud is built to help companies with marketing automation, digital advertising, email campaigns, data management, data analytics, and so much more. So, combining Einstein Marketing Cloud for your marketing campaigns will help you to know your customers deeply and, in the end, construct personal and contextual marketing campaigns.

Einstein for Sales

Once you successfully launch your marketing campaigns, customers will want to engage with your brand and buy your products. This is when your customers are leveling up in the customer journey and will require timely and delicate communication from you. Your salesperson should be aware of all the products and services one customer is interested in to offer relevant communication. This will increase your chances of making a sale. However, it is unlikely that your salesperson will know every single detail about each customer. This is why you need Einstein to tell you what your customers want. Salesforce Einstein will provide you with all the necessary information about a customer with a click. This will make upselling and cross-selling much easier for your sales team.

Einstein for Service

Your responsibility does not end when a customer buys a product. Your responsibility increases to provide them with the best services to ensure loyalty and good word of mouth for future customers. You can do this by letting your customers know you still care about them after making a purchase. Salesforce Einstein will help you provide a seamless service to your customers by using their names, not making them repeat information they have already input, and responding promptly to their queries. In a nutshell, you will be able to provide good quality and personalized customer service with a 360-degree view of your customers. Salesforce Einstein’s A.I. recommendations with a holistic view of the customer will allow your service agents to address issues quickly, conduct customer service surveys, send loyalty rewards, and upsell and cross-sell products.

Salesforce Einstein reminds me of my childhood and the shopkeeper who spoiled me by giving personalized customer service. Once your business opts for Einstein, your customers will feel like they are interacting with someone who delivers personalised interaction. Customers want to be heard and cared for, and Salesforce Einstein will do that for you!

Lava Protocols is an authorized Salesforce Partner. Want to manage your CRM better? Drop us an email to: hello@lavaprotocols.com.