Salesforce Software Helps Retailers Build Profiles To Understand Individual Consumers
Customer 360 is designed to help companies deliver connected customer experiences across channels and departments, storing all information in a single data model for customer service agents to easily access
With consumer goods available through so many different vendors, personalized customer service can work as an important differentiator for brands. Accordingly, CRM innovator Salesforce has released a a new software tool called Customer 360 to help retailers improve relationships with their clients.
This software allows the retailer to create an individual page for each client who called the customer service center. If the client were to call again, the representative would then have all of that client’s information available on their computer. This is intended to enable better communication and save time, as it eliminates the need to ask probing or repetitive questions the customer already answered.
Brandon Witcher, ecommerce analyst, explains why this type of support is increasingly important for online retailers to offer: “The products don’t really matter anymore. What does matter is the experience—and service is a key part of that.” As retailers continue to evolve their online and in-store models to better cater to modern consumers’ behavior, Salesforce 360 is intended to help them bridge the online-offline gap and provide a more personalized experience. The software is currently in pilot testing and is expected to be released fully in 2019.
Lead image: customer service agent stock photo from Bojan Milinkov /Shutterstock