Are you wondering how Salesforce Communities can be useful to your company? Salesforce Communities may just seem like an additional expense but they can be very valuable when used in the right situation. In this post, we’ll take a closer look at how Salesforce Customer Communities can be successfully integrated into your business.
We recently led a Salesforce Customer Community implementation project for a company who was releasing a new, free product. They wanted a way to receive feedback and suggestions on this product, as well as a place for their customers to ask questions. However, since this was a free product, they did not want their support team to be bogged down by fielding these questions and suggestions. Salesforce Customer Communities was a perfect solution to their problem.
In Salesforce Communities, there is a feature called Chatter Answers and Ideas. Chatter Answers and Ideas allow all registered members of the Community, in this case all the users of this new product, to post suggestions and comment on ideas, as well as ask and answers questions. With Chatter Answers and Ideas, this company received exactly what they needed. Since Chatter Answers and Ideas allow members of the Community to answer other member’s questions, the company does not have to field all the questions themselves. If, however, a question comes up that requires their attention, it can be escalated to a Case and their support team will take action.
Salesforce Customer Communities, along with Chatter Answers and Ideas, was the right solution for our client. Their Salesforce Customer Community created a platform for their users to talk with one another, while matching all of the company’s needs and allowing their support team to allocate their resources elsewhere. Salesforce Communities can be used in many different ways, and if done correctly, can be configured into a solution for your partner or customer service needs.
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