Salesforce digital engagement refers to the interaction between an external consumer or customer and an organization through various online channels. In this insight, we will discuss Digital Engagement and the process of setting it up within the Salesforce platform.

Salesforce Digital Engagement aims to involve customers at the right time across diverse digital channels, such as mobile messaging, web chat, social networks, and more, ensuring a seamless service experience.

Salesforce Digital Engagement Explained

Various Ways to Contact the Company:

  • Website
  • SMS
  • Email
  • Social Channels (e.g., Twitter, Facebook, Instagram)
  • WhatsApp

The Most Critical Aspect During Shopping:

The ability to contact via Call, SMS, Social Media, Website, etc., with a focus on quick personalized responses and maintaining data privacy and trust.

Digital Engagement emerges as a potent tool for customer engagement through different digital channels like mobile messaging, web chat, WhatsApp, Facebook Messages, and various social networks.

Terminology Related to Digital Engagement:

  • SMS – Short Message Service
  • MMS – Multimedia Services
  • Long-Code Number
  • Short-Code Number
  • P2P – Person to Person
  • A2P – Application to Person
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