Don’t miss out on the opportunity to build a powerful and relevant community with Salesforce Lightning and Coveo.
Being digital is no longer enough for your customers. They need you to be relevant. Providing a powerful, relevant and effective experience with Salesforce Lightning is more possible than ever before – with the right lightning components. Coveo for Salesforce Product Marketing Director David James and Sr. Product Manager Neil Kostecki shared how to transform your service organization with Salesforce Lightning during a webinar held a few weeks ago.
What does providing a “relevant” experience across your customer journey mean?
It means that every interaction, no matter the channel, is personalized to that customers’ intent and previous behavior. Right now, for many organizations, this customer data from one channel to the next is siloed, leading to a disconnected and frustrating customer journey.
Customers expect all of these interactions to be personalized. A 2019 report indicates that 6 in 10 customers expect personalization as a “standard of service.” To your customer, it does not matter that they interacted on your mobile app and then a technical website – it’s all one journey. And it’s a frustrating one if your organization does not treat it that way as well.
Customers expect all of these interactions to be personalized. . To your customer, it does not matter that they interacted on your mobile app and then a technical website – it’s all one journey. And it’s a frustrating one if your organization does not treat it that way as well.
Here’s the goal that every organization should strive for: a unified, connected experience across every touchpoint. With Coveo, it’s possible to index all of your content, no matter where it resides, and bring up the most relevant answers and recommendations for your customers automatically.
How can Salesforce Lightning help create a unified and relevant service experience?
“Classic was conceived as page-based development,” David explained. “Lightning is a new way to build apps. You can reuse components and go to market faster.”
Lightning components represent the next evolution to rapidly transform to drag-and-drop components into your Salesforce environment and “see the magic happen.”
For a full understanding of the the Lightning components you need for your service experience, watch the full webinar replay.