How to build customer loyalty with Salesforce service cloud
If you own or manage an online shop, you already know that customer service is one of the most important sides to take care of. Salesforce service cloud, is one of the most powerful and complete tools to take care of this tasks and to build customer loyalty.
How to build customer loyalty? The answer is simple: you need to provide a perfect shopping experience and you also need to offer a very robust customer service.
Let’s start from the first part, how to provide a perfect shopping experience.
In order to do so, you don’t currently need Salesforce service cloud, since it is a customer service platform, so you will need to complete the second part.
To provide a perfect shopping experience, you need:
- A well structured online shop;
- An online shop is fast and fluid to navigate;
- The right platform to achieve the above steps and to manage your online shop.
When we talk about ecommerce platforms, we mean Content Management Systems – also called CMS. By using the right CMS to create and to manage your online shop, you’ll be able to solve the above three steps, and to connect it in minutes with Salesforce service cloud to integrate an excellent customer service platform.
Ecommerce platform: how to choose the right one
You need a robust, fast and flexible CMS in order to create your online shop and to improve the shopping experience of your customers. If customers have a good shopping experience, there are more chances that they will come back to purchase from you – this is related to the build customer loyalty process.
So how to choose the best CMS to build your online shop? The most common ecommerce platforms out there are not always the best ones, since some of them are open source, and so they’re vulnerable, some others are too big and complex, so they’re slow and some other are not flexible enough.
In addition to this you need to choose a CMS that’s able to integrate with Salesforce service cloud in a fast and simply way.
Codelia Headless CMS is an ecommerce platform that’s fast, flexible, and lightweight, and that makes you able to create your ecommerce, to manage your content and products, and to connect it with Salesforce service cloud through Zapier, a no code platform for software integration.
Provide a perfect shopping experience
In order to provide the best shopping experience on your online shop, you need:
- A fast loading website;
- A well optimized content strategy;
- An updated catalog of your products.
Codelia is fast, and makes able to fast digital experience. With a fast loading speed you’ll get a better SEO and a better User Experience for your customers, so this means a better shopping experience.
An optimized content strategy will make you able to create informative content relative to your products, so in this way you’ll increase your SEO, and your customers will know better your products. This improves the shopping experience, and Codelia gives you all the content modeling, creation, and management tools needed to create and optimize your content strategy.
An updated products catalog will make you able to always engage with your customers, creating cross sell and up sell opportunities and improving their shopping experience. Codelia has all the authoring tools needed to create, publish and manage your products and your inventory.
Use Salesforce service cloud to build customer loyalty
Now it’s the time for the last part, integrate Salesforce service cloud with Codelia Headless CMS.
The process is completely no code, and you don’t need to involve developers or to write code in order to integrate Salesforce service cloud.
Getting everything in place
To proceed with this step you need:
Once you're ready with that, it's time to move forward in the process to integrate Salesforce service cloud with your online shop.
Step 1. Set up your checkout flow on Codelia
You can structure your checkout flow by adding custom checkout fields, such as first name, last name, email, and all the details of your customers that you need to retrieve when they place an order.
Step 2. Generate an API token on Codelia
Open your site Settings & API page to create a new API token – click on the generate button to let Codelia auto generate a token. Save this token, you'll need this to connect Codelia with Zapier. Take note also of the API endpoint that you see under the API token field.
Step 3. Sign up/Sign in on Zapier
Sign up or sign in on your Zapier account. It's time to create a new Zap:
- Inside the trigger step of new Zap creation select Codelia as app;
- Select New Order as event in the next dropdown;
- Connect your Codelia site by adding the site API token inside the next step. Visit the API knowledge base to know how the token works (no technical knowledge needed);
- Setup the site API Endpoint and the element ID inside the trigger step.
Now proceed to the action step:
- Select Salesforce as App;
- Select Create contact – or the desired action – as event;
- Connect your Salesforce service cloud account;
- Setup the required extra options;
- Publish the Zap.
Step 4. Add a new order on Codelia
For test purpose you can do it manually, or you can collect orders directly from the Codelia API.
Once a new order will be received, the customer associated will be automatically added in your Salesforce service cloud account, and you’ll be able to offer customer support through it.Back to tutorials
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