What is Salesforce Experience Cloud [Includes Salesforce Experience Cloud Pricing, Use Case and Alternative]

Formerly known as Community Cloud, the Salesforce Experience Cloud is built to enable companies to create branded, self-service communities for customers, partners, and employees.

It enables businesses to connect and work with their stakeholders in the most beautiful, intimate, and personal way possible. Such communities are specifically designed in order to meet users’ needs, both by how they would interact with each other and with the company.

Companies can now create community experiences that have the best of industry features, including content management, case management, social collaboration, and seamless integration with Salesforce CRM. Working together, sharing knowledge for improved customer service, and driving opportunities for more sales.

Advantages of this powerful platform

1. Enhanced Customer Engagement

Offer engaging, immersive, and personalized experience to your customers through Salesforce Experience Cloud. This platform allows companies to create self-service capabilities, personalize content, and ensure that they can interact with their customers at all points possible. This increases the engagement of customers with the business and ensures a long-term association with them.

2. Personalization and Customization

The main features of Salesforce Experience Cloud help create experiences tailored to different user groups. It allows for the personalization of interfaces and content of the community and services within the group of customers, partners, and employees. In the long run, this translates into improved satisfaction and loyalty.

3. Partner and Employee Collaboration

Experience cloud provides a place for encouraging partnerships between employees and partners. It offers a collaborative site that encourages partners to tap resources, share knowledge, and jointly take action. Thus, this will be one of the ways in building the working culture by enhancing productivity to drive better business outcomes.

4. Self-Service Capabilities

The users can help themselves with the solutions, knowledge articles, and even collaboration with their peers to further reduce the load on conventional support channels, hence improve organizational operational efficiency and cost.

Use Cases of Salesforce Experience Cloud

Let us delve into two detailed use cases that illustrate its capabilities in enhancing customer support and streamlining partner relations.

Case 1: Transforming Customer Support for a Telecom Company

Challenge

A leading telecom company faced challenges in managing high volumes of customer support calls. The repetitive nature of queries led to increased wait times and customer dissatisfaction. They needed a solution to provide quick, effective support while reducing the strain on their customer service team.

Solution with Salesforce Experience Cloud

The company implemented Salesforce Experience Cloud to create a comprehensive self-service portal.

The portal was equipped with a detailed FAQ section and step-by-step troubleshooting guides for common issues. This allowed customers to resolve many of their problems without needing to contact support.

They set up community forums where customers could interact, share experiences, and provide peer-to-peer support. This built a sense of community but also offloaded some of the simpler queries from the support team.

For issues that required direct intervention, the portal was integrated with a support ticket system. Customers could easily raise tickets, and the support team could track and resolve these efficiently.

Outcome

• This implementation led to a significant reduction in call volumes, as many customers found solutions through the self-service portal.
• The community forums became a valuable resource for peer support.
• The streamlined ticket system improved response times for complex queries, enhancing overall customer satisfaction.

Case 2: Enhancing Partner Engagement for a Manufacturing Firm

Challenge

A global manufacturing firm struggled with maintaining effective communication and collaboration with its wide network of partners. They needed a solution to centralize resources, streamline joint sales activities, and enhance overall partner engagement.

Solution with Salesforce Experience Cloud

The portal served as a central repository for sales materials, product information, and training resources, easily accessible to all partners.

It included tools for partners to collaborate on deals, share leads, and coordinate joint marketing initiatives. This encouraged active participation and cooperation among partners.

The portal enabled partners to track their sales performance, access analytics, and receive updates on joint business ventures, all within a unified dashboard.

To cater to the diverse nature of its partner network, the portal offered customized access levels and branding options, ensuring a personalized experience for each partner.

Outcome

• This revolutionized how the firm engaged with its partners.
• It built better communication, improved resource sharing, and enabled more efficient collaboration on sales and marketing efforts.
• The firm experienced an uptick in sales productivity and a stronger partner network.

Salesforce Cost Per User and Salesforce License Cost

The Salesforce Experience Cloud license cost can vary based on the specific needs of a business. Typically, Salesforce operates on a per-login or per-member subscription model, with prices fluctuating based on the level of functionality required. You can visit Salesforce for exact pricing.

Salesforce Experience Cloud pricing varies based on edition, add-ons, and number of users. It ranges from the basic Salesforce Essentials at $25 per user to the comprehensive Salesforce Unlimited at $330 per user, with various add-ons available for additional fees.

CRMJetty Salesforce Portal as an Experience Cloud Alternative

CRMJetty Salesforce Portal is one of the best alternatives to Salesforce Experience Cloud, offering customized Salesforce CRM portal solutions that cater to the unique needs of businesses. Here’s why CRMJetty is a worthy contender:

1. Highly Customizable Portals: Tailor-made solutions for businesses to align with specific processes and customer engagement strategies.

2. Seamless Integration: Capable of integrating with Salesforce CRM, ensuring a unified approach to data and processes.

3. User-Friendly Interface: Simplified management and navigation, making it accessible for non-technical staff.

4. No code/Low code: Easy drag and drop builder requires no tech expertise. There are templates, pages, widgets, layouts, forms, and a code editor for code adjustments.

5. Cost-Effective: A budget-friendly option, especially for small to medium-sized businesses.

6. Support and Development Services: Comprehensive support to help businesses implement and optimize their CRM portals.

CRMJetty Salesforce Portal excels in customization, making it ideal for businesses with specific CRM requirements. Its flexibility in integration and competitive pricing make it a suitable option for those looking for a Salesforce Experience Cloud alternative. Its user-friendly design and dedicated support services ensure a smooth implementation and ongoing management process.

Conclusion

Salesforce Experience Cloud stands as a formidable solution in the CRM space, offering unparalleled customization, integration, and scalability. Whether enhancing customer support or streamlining partner relations, its impact is profound and far-reaching. However, alternatives like CRMJetty Salesforce Portal also offer viable options, necessitating a careful evaluation based on specific business needs and budget considerations. With the right platform, businesses can unlock the full potential of customer engagement and experience a transformation.

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