Salesforce has released a preview of its Summer ’22 release, including many new capabilities and enhancements to its Customer 360 platform.
Customers can access these additions on Sunday, June 12, with new customer service, personalization, and security features on the cards.
From a CX perspective, one of the intriguing additions is “Swarming”, a new workflow for Service Cloud and Slack that enables enhanced communication for customer service teams.
How? By providing the space for contact center agents to communicate with cross-functional experts in real-time, enabling speedier resolutions to customer queries.
Another addition is “Subscription Management” automation, allowing companies to manage and monetize self-service subscriptions.
Posting on LinkedIn, Craig Walker, Strategic Advisor in the Office of CEO at Salesforce, highlighted the benefits of such a solution. He stated:
“On average, businesses today operate with at least three revenue channels and two revenue models. Product types that are the norm—subscription, consumption, and usage-based—were only gaining traction five years ago.
In order to keep up, it’s crucial to build a revenue operations function with alignment across data, people, and processes – not only for today’s economy but for the unpredictable innovation the next five years and beyond may bring.
Three further features to keep an eye on include Triggered Campaign Messages, Intelligent Fraud Management, and Einstein Predictions for Net Zero.
Soon to be available on Marketing Cloud, Triggered Campaign Messages allow companies to communicate proactively with customers soon after a critical event. Such events include cart abandonment, a product coming back into stock, or a customer leaving a specified segment.
Against each event, companies can build a workflow to either automate a proactive message or trigger an outbound contact – from a human agent – via the customer’s preferred channel.
By harnessing such a solution, companies hyper-personalize CX, taking real-time data to enhance customer engagement and improve their journeys.
Intelligent Fraud Management is a feature for its Loyalty Management app on the Salesforce platform, paving the way for companies to build reward programs for customers. The new capability allows users to detect program fraud better and react quickly.
Finally, Einstein Predictions for Net Zero exploits the power of data and AI to share relevant recommendations for how companies can reduce emissions and achieve their Net Zero goals.
Such a feature is becoming critical in the CX world, as many companies market to the modern, environmentally conscious customer.
These new additions to the Salesforce Customer 360 platform come little more than a month after releasing several further features, as Salesforce speeds up its innovation curve.
Indeed, at its April TrailblazerDX event, the company also announced a developer platform for Slack and a host of developments to Salesforce Flow, its automation technology suite.
