What is Salesforce Digital Engagement?- A Quick Guide

In the era of digitalization, people have the choice of multiple channels to interact with their family, friends, and relatives. Thus, you can't expect your potential audiences to be present on a single communication channel.

Also, your potential audiences expect brands to understand their preferences and interact with them over the communication channel where they already are. This is why a multi-channel approach has become a top priority for businesses to render superior experiences to potential customers.

Salesforce digital engagement is a Salesforce product that has made it feasible for businesses to respond to audiences on different channels and engage with them where they are.

You can respond to them over SMS, WhatsApp, Facebook Messenger, and Webchat.

Let's find out what other things you can do with Salesforce digital engagement.

What You Can Do with Salesforce Digital Engagement?

Web chat

When a visitor visits a website, it's essential to provide the necessary support a person requires. With the Salesforce Digital Engagement service, you can count on webchat to engage with the user and provide them with information timely. This would help you keep website visitors longer on the webpage.

Bots

You can also use Einstein bots to automate routine conversations and free up agents' time. You can configure them to handle routine inquiries and capture necessary data to qualify inquiries and leads.

Automated texting

You can use triggered texting to respond to incoming leads and engage with them immediately whenever any new lead fills out a form. This could help you get into one-on-one conversations and strengthen relationships with customers.

Challenges while using Salesforce Digital Engagement

• Service representatives should be in front of their systems for the entire day to confirm their availability to receive inquiries.

• You cannot send the first messages from your end to initiate a conversation.

• The free trial is not available. You have to buy a Salesforce DE license, which is $75 per user per month to use it.
• You get 25 Bot conversations each month with each Salesforce Digital Engagement license.
• If you want more bot conversations for SMS and WhatsApp, you have to pay additionally.
• Salesforce Digital Engagement allows you to send bulk messages to 200-300 records only through Process Builder.
• Salesforce Digital Engagement is restricted to Omni-Channel and the Service Cloud console.
• Also, you cannot use Salesforce DE on mobile phones.

How to Overcome Salesforce Digital Engagement Challenges?

• Digital Engagement on Steroids is a 360 SMS add-on that lets you extend the capabilities of Salesforce Digital Engagement and overcome challenges that come with DE.
• You can cut back on license costs and SMS and Whatsapp messaging costs.
• You can extend the automation capabilities without being tied down to Process builder only. You can use Workflow, Flows, APEX class, or APIs to automate messages.
• Besides, you can add messaging capabilities to other channels like SMS, MMS, Facebook, WeChat, Instagram, WhatsApp, Viber, LINE, Telegram, and Kakao.
• With this add-on, you can enable Salesforce Digital Engagement messaging capabilities over Sales Cloud, Service Cloud, Marketing Cloud, and Pardot.
• More importantly, you can use the capabilities of Salesforce Digital Engagement and 360 SMS on your mobile phone through the SF1 mobile app.

Conclusion

Salesforce digital engagement has made the lives of professionals easier by allowing them to manage conversations on different channels. But there are certain limitations that limit the capabilities of Salesforce DE. Thus, users have a solution too to overcome those limitations and extend the capabilities of DE to make the best out of it.

The best part is that users get a complete feature set that helps users with faster and more convenient texting across different channels and the cloud.