Transform Customer Engagement Across Every Channel

Salesforce Digital Engagement revolutionizes how businesses connect with customers through their preferred messaging platforms, including:

• WhatsApp (now with unified service/marketing threads)
• SMS/Text Messaging
• Facebook Messenger
• Web Chat
• LINE (coming 2024)
• Custom Channels (KakaoTalk, Discord, Instagram via APIs)

Why Digital Engagement Matters Now

• 79% of customers expect consistent cross-channel experiences
• The average customer uses 8+ communication channels
• 55% report frustration when departments don’t share conversation history
• Remote/hybrid work requires flexible customer service solutions

How Digital Engagement Works: The Intelligent Routing Engine

1. Customer Initiates Contact
   Messages arrive via any connected channel (WhatsApp, SMS, etc.)
2. Smart Routing via Omni-Channel
   • Routes to best available agent based on skills/availability
   • Mobile agents can respond on-the-go (Summer 2024)
   • Auto-links to customer records using Channel Object Linking (Beta)
3. Seamless Handoffs
   • Bots handle routine queries (25 free conversations/month)
   • Escalates complex issues to human agents with full context
   • Maintains single conversation threads across departments

Key Features & Capabilities

Channel-Specific Advantages

Automation Power Tools

• Einstein Bots: Qualify leads, create cases, lookup orders
• Channel Object Linking: Auto-match messages to Contacts/Accounts
• Triage Flows: Guide agents to link conversations to records
• Bring Your Own Channel (Summer 2024): Connect any messaging platform

Pricing & Licensing

• Required: Digital Engagement add-on license ($)
• Included: 25 bot conversations/user/month
• Consumption-Based: WhatsApp credits, SMS packs
• Editions: Available for Enterprise/Unlimited with Service/Sales Cloud

Implementation Roadmap

For Service Teams

1. Configure Omni-Channel routing rules
2. Set up Channel Object Linking (Beta)
3. Deploy Einstein Bot templates
4. Build triage flows for agent guidance
5. Enable mobile agent access (2024)

For Sales Teams

1. Embed chat on key web pages
2. Connect SMS to Sales Work Queue
3. Configure bot-led qualification
4. Set up automatic SMS follow-ups
5. Integrate with Sales Engagement cadences

Real-World Results

• Heathrow Airport: 40% faster resolution via WhatsApp
• PenFed Credit Union: 25% increase in cross-sell through unified profiles
• Retailers: 18% higher conversion with web chat + bot qualification

What’s Coming (2024)

• Omni-Channel Mobile: Agent responses from anywhere
• LINE Integration: Japan market expansion
• Custom Channel APIs: Discord, TikTok, Instagram support
• Enhanced Analytics: Cross-channel conversation insights

Getting Started

1. Assess Channels: Prioritize 2-3 key messaging platforms
2. Start Small: Pilot with bots and simple routing
3. Train Teams: Leverage Salesforce Trailhead modules
4. Measure: Track resolution time, CSAT, and conversion lift

“Companies using Digital Engagement see 125% ROI through reduced handle times and increased sales.” – Forrester TEI Study

Transform fragmented conversations into seamless customer journeys with Salesforce Digital Engagement.

Content updated May 2024.

Related Posts

Who is Salesforce?

Who is Salesforce? Here is their story in their own words. From our inception, we've proudly embraced the identity of Read more

Salesforce Marketing Cloud Transactional Emails

Salesforce Marketing Cloud Transactional Emails are immediate, automated, non-promotional messages crucial to business operations and customer satisfaction, such as order Read more

Salesforce Unites Einstein Analytics with Financial CRM

Salesforce has unveiled a comprehensive analytics solution tailored for wealth managers, home office professionals, and retail bankers, merging its Financial Read more

AI-Driven Propensity Scores

AI plays a crucial role in propensity score estimation as it can discern underlying patterns between treatments and confounding variables Read more