Digital Smiles
Salesforce's Winter '23 Release Notes were 700-plus pages long, and this business executive's guide summarises the new features that, if successfully implemented, can impact your business. This article focuses on the new features in the areas of marketing, loyalty programs, customer service and external actions.
The Ecommerce Marketing Insights App is a new feature within the Intelligence platform which helps to break down silos between marketing and commerce teams, allowing them to share data from the point of awareness and consideration to conversion. This enables them to gain insights which inform loyalty and retention strategies, and optimise engagement and transaction experiences.
Marketing Cloud now supports more third-party integrations through External Actions, which enable marketers to integrate martech apps into Engagement Studio without having to code. Surveys, webinars and SMS messages can be sent from within the program, and these External Actions can also be listed on AppExchange.
Loyalty members can now be engaged with new loyalty member badges and Member Engagement Widgets. Badges can be customised to reward channel partners for carrying new products, and widgets can be embedded on external portals and websites to enable loyalty program enrollment, view member loyalty information and promotions.
Service Cloud has also been updated with collaborative customer service features, including an enhanced swarming setup page, the ability to solve issues as a team directly from Slack, and the ability to transfer a session to another agent or flow. Agents can also deliver richer customer conversations with an extensive library of interactive message components.
Salesforce users can benefit from the updates without having to do any work themselves, however it can be easy to overlook them. Therefore, this article should serve as a useful guide to the new features and how they can help their business.
Look out for the next article on Salesforce Spring '23 Release soon — the early preview looks like it will be a big one.
Originally reported by Martech: https://martech.org/salesforce-winter-2023-release-the-business-executives-guide-part-2/
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