How to Implement Customer Personalization Using Salesforce Experience Cloud?

The global demand for personalized client experiences is on the rise today more than ever before. Salesforce can be useful in helping brands build relationships with customers and provide experiences that go above and beyond. Salesforce Experience Cloud facilitates the creation of integrated and individualized digital experiences to manage the whole customer journey.

As a component of the Salesforce Digital Experience Platform (DXP), Salesforce created a sub-platform known as Salesforce Experience Cloud. You can use it to build online communities and establish active points of interaction with customers, partners, and organizational divisions.

The personalization features that the Salesforce Experience Cloud platform supports will be covered in depth in this article. To start, we’ll define Experience Cloud and explain how it works with the DXP.

What Is The Salesforce Experience Cloud?

Experience Cloud is an all-encompassing software platform that includes a toolchain of integrated technologies, digital marketing products, services, and solutions that help with the digitization of business operations, consumer personalization, and effective partner onboarding, connection, and collaboration.

With Experience Cloud, your company can be enabled to design a corporate virtual ecosystem that is unique to you and represents your brand. It is a versatile platform that provides everything you need to organize, plan, design, and manage feature-rich digital experiences so that you may achieve all of your online objectives.

A part of the broader Digital Experience Platform (DXP) is the Experience Cloud. What exactly is a DXP and what makes the Salesforce DXP special?

Contextualized digital experiences are created, managed, transmitted, and optimized using a DXP, which is an integrated collection of essential technologies. Customer 360 forms the foundation of Salesforce’s DXP. With the help of Experience Cloud, connected digital experiences may be delivered swiftly. Any industry can rethink the customer experience, personalize experiences for more customers, and accelerate growth through the use of data-driven websites, portals, and mobile applications.

Why Choose The Salesforce Experience Cloud?

Previously known as the Community Cloud, the Salesforce Experience Cloud was re-released with enhancements like the inclusion of a self-service community, lead generation through landing pages, and the capacity to develop partner portals and marketing sites. These are just a few of the reasons why, when used by a trained and authorized Salesforce Admin, the Experience Cloud is the ideal option for client personalization. The following additional benefits are other reasons to choose the Experience Cloud:

The Experience Cloud has all the necessary dependencies thanks to connectivity with the Salesforce CRM system. It lessens the daily workload of your support staff. You can choose to maintain a record of your interactions with your customers and business partners. 

It is easy to administer, set up, and use. You can raise your profit by generating leads, holding online events, accepting payments, and using other techniques.

It improves the marketing process and enables the creation of mobile-friendly websites, resulting in an improved user experience and increased customer retention.

You can use AC Knowledge Management Enterprise, a powerful knowledgebase component for your Salesforce Community Cloud, to manage your knowledge management system in Salesforce more effectively. 

You can track site usage, including the number of visits, the number of page views, the average time spent on the site, etc., thanks to its integration with Google Analytics. It is native to Salesforce, which means that access is limited and it has reliable security features.

Key Components Of Salesforce Experience Cloud

Salesforce Experience Cloud has the following features that make it successful at managing businesses, communicating with clients online, and empowering your team to grow your business:

1. Third-Party Connections and Assistance: You can enhance community functioning, enhance customer experience, and grow your business by utilizing customized AppExchange solutions.
2. Salesforce Experience Builder: Experience Builder is a practical tool that helps you create, personalize, and publish branded no-code or low-code websites. Salesforce’s Experience Builder significantly increases the versatility of website creation. Using its pre-built templates and themes, drag-and-drop Lightning components, and other out-of-the-box functionality, you can easily and rapidly design and style your website.
3. Customer 360: Salesforce Experience Cloud, which is based on the Customer 360 concept (a single customer perspective), enables businesses to offer better customer experiences, develop efficient engagement strategies, and produce forecasts and predictions. With the aid of Customer 360, you may increase your understanding of your customers and prepare your business decisions that will lead to greater customer personalization.
4. Personalization: By using Experience Cloud, you can control how visitors interact with your website and send them only information that is relevant to their needs and interests. Customers remain interested in your content and business when you create customized experiences for them.
5. Security and Analytics: With Salesforce, you can accurately sort the data for analytics and extract all the necessary data for creating reports and dashboards. The data is stored within the Salesforce paradigm and is therefore secure against accidental leaks and unauthorized access because the Experience Cloud sites are native Salesforce applications.

Types Of Experience Cloud Licenses

An organization must select a license as it is a necessity before it can begin with the initial plan to set up its website using the Experience Cloud. Each license offers a variable level of access to different resources, and each license’s data configuration is unique. These are the different license types:

1. Customer Community: With the Customer Community Plus license, you may grant your users access to all of the aforementioned services as well as additional access to advanced sharing, reports, and dashboards.
2. Partner Community: This kind of license works well with Partner Relationship Management (PRM) and customization for B2B communities. All varieties of portals, including B2B, vendor, reseller, and dealer portals, are supported. It includes all of the features of the Customer Communities license in addition to granting access to sharing, roles, reports, and dashboards.
3. Channel Account: The channel account license is the best choice if you are unsure of the number of users who will need access to your site so that partners can create B2B portals and websites.
4. External App: This license allows for additional API calls, data storage, and file storage, making it perfect for experiences that involve any external stakeholders.

Experienced Cloud Enables Optimal Customer Personalization

It is crucial to consistently deliver a distinct customer experience given the millions of internet firms vying for customers’ attention and the general difficulty that customers face in distinguishing among brands. Sales and marketing teams can create enduring client relationships with the help of Salesforce Experience Cloud. However, the most effective and economical use of these capabilities can only be ensured with the help of a knowledgeable Salesforce technology partner.