What Can You Do with Customer Community?
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Here are five reasons to consider Community:
1: Build branded portals and communities in a snap.
Use Lightning Community Builder and Templates to deploy your portal or community with drag-and-drop ease. And Lightning Bolt offers industry-specific solutions with built-in business logic, workflow, and UI so you can build for your use case without missing a beat.
2: Empower customers to manage their account quickly and easily.
Give customers one branded destination where they can access information from back-end systems, apps, and records. Now they can perform tasks like paying bills, filing claims, and making appointments quickly, easily — and on their own schedule.
3: Give your self-service a 360-degree boost.
Out-of-the-box integration with Service Cloud provides seamless self-service that also gives customer service agents a 360-degree customer view. Give agents and customers the same information, so agents can solve cases more efficiently, and customers can get the answers they need faster than ever.
4: Deliver answers from experts — your customers.
Create a vibrant community that keeps customers coming back. Add Q&A, groups, and customer MVPs to keep community members engaged. And offer a personalized feed to make it easy to collaborate and turn customers into brand ambassadors.
5: Create a richer customer experience with intelligent self-service.
Personalize every touchpoint by intelligently delivering content based on a customer’s profile information, interests, and activities using Community Cloud Einstein. And make every customer a know-it-all by automatically surfacing the most relevant answers with related Q&A.
Online Community Software from Salesforce Community Cloud
Salesforce Community Cloud is powered by advanced online community software that allows businesses of all sizes to connect to their partners, customers, employees, and business processes like never before.
Using community software from Salesforce, leading companies worldwide have built customized, branded communities to integrate and simplify business processes and enable seamless collaboration across the enterprise. Please see the below two links to learn more.
How Your Community Can Help You?
Whether you call it a portal, a help forum, a support site, HR central, or something else, an online community is a great place to connect with the important folks in your life (you know, customers, partners, and employees) in a new and different way.
At its most basic level, a community is a group of people who share a common mission or goal. You can define what collaboration model best fits your needs. Do you want to have customers helping one another out? Peer-to-peer communities do just that. Perhaps you want a portal, where your customers can, for example, access account information.
Maybe you want to use a community to generate ideas for new products. Or test prototypes in a safe space, log support tickets, provide live chat with agents, or sell products. All these business processes—and more—can come to life in an online community.
You can even create multiple communities within your Salesforce org to address different purposes—and many companies do just that. Since communities live in your Salesforce org, you can choose which members from your company and which customers, partners, or other people outside your company can participate.
So start sharing content, experiences, business processes, and information with your community, and enjoy the experience as the community takes off.
What can you do with a Community?
Almost anything you want, but here are some common use cases:
Customer Service and Account Portals
Empower your customers to find solutions to their customer-service issues on their own with access to your knowledge base, your service agents, and peer-to-peer support. In addition, give customers access to their data in a member portal.
Partner Relationship Management and Channel Sales
Increase your (and your partners’) revenue stream by collaborating on opportunities and deals. Onboard partners quickly by sharing content and training materials.
Retain happier employees by providing a space for them to easily complete their onboarding, learn about benefits, and resolve HR issues.
The Community Cloud Advantage
What is the advantage of building a community using Salesforce? Two words: integrated everything. Here’s a short list of how you can use the Community Cloud to make a truly stunning experience.
- Create multiple communities for specific needs, making them specialized and versatile.
- Extend business processes to partners and employees.
- Integrate data (such as orders or financial information) from third-party providers.
Data from your community lives in your Salesforce org, and data living in your Salesforce org can be shared externally through your community. (Don’t worry. Your admin controls data visibility with the outside world and which audience can access what—just like you do with your internal Salesforce org). In short, a community built using the Community Cloud provides a window into your Salesforce world.