Customers today expect to engage with brands on their terms—whether via WhatsApp, SMS, web chat, Facebook Messenger, or traditional email. Businesses that don’t deliver seamless digital engagement risk losing customers to more agile competitors.
Salesforce Service Cloud’s Digital Engagement add-on empowers service teams to interact with customers across multiple digital channels, all from a single, unified platform. This ensures consistent, personalized, and scalable service experiences.
Challenges in Digital-First Customer Service
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Channel Silos
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WhatsApp, SMS, and social media often managed separately.
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Inconsistent CX
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Customers receive different experiences across channels.
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Lack of Agent Visibility
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Agents can’t see a customer’s full history across touchpoints.
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Scaling Issues
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Digital volumes surge without proper automation.
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Salesforce Digital Engagement Features
- Omni-Channel Routing: Unified inbox for chat, SMS, WhatsApp, and social.
- AI-Powered Bots: Handle FAQs instantly, escalate complex cases.
- Agent Workspace: Provides complete interaction history for context.
- Proactive Engagement: Triggered messages for cart abandonment, shipping updates.
- Analytics Dashboards: Track engagement volumes and customer sentiment.
Use Cases
- Retail: WhatsApp order tracking and proactive shipping updates.
- Banking: Fraud alerts via SMS, with instant chat escalation.
- Travel: Flight delay notifications via Messenger, with rebooking links.
- Healthcare: Patient reminders via WhatsApp or SMS.
Future of Digital Engagement with Salesforce
- AI-Powered Sentiment Analysis: Detects customer frustration in real time.
- Embedded Apps: Service delivered within customer-preferred apps.
- Proactive Service Journeys: Anticipating issues before customers reach out.
Why Perigeon?
We’ve implemented Salesforce Digital Engagement for:
- Retailers (chat-first customer support).
- Banks (fraud alert systems).
- Healthcare providers (appointment reminders).
Perigeon ensures digital channels aren’t just connected—they deliver value-driven, scalable service.
Conclusion & CTA
Customers want choice and convenience. With Salesforce Digital Engagement, businesses deliver:
- Seamless omni-channel support.
- Faster resolutions.
- Proactive, AI-enhanced service.
📩 Contact Perigeon to enable digital-first engagement with Salesforce.
