customer engagement

Modern customers expect to engage with brands in their own language. Whether browsing a knowledge base, reading product reviews, or messaging a service team, language access is now a core part of the customer experience. According to Salesforce’s State of the Connected Customer, 88% of consumers say the experience a company provides is as important…

A customer’s path to purchase is rarely as linear as those textbook sales funnel graphics would have you believe. Instead, the purchase journey is often full of twists and turns. And there are endless factors that influence what action a shopper takes next.  Today, one of those key factors is social media. In fact, as…

How BYOC + Agentforce unlock scalable, multilingual engagement—without leaving Service Cloud In 2025, Instagram DMs aren’t just a social inbox—they’re one of the fastest-growing service and commerce channels for global brands. But handling them outside your CRM? That’s a thing of the past. As a Salesforce-native ISV, we believe customer messaging—especially Instagram DMs—belongs inside Salesforce…

Insights from Salesforce’s “State of Service” and Gartner’s 2024 CCaaS Magic Quadrant As technology continues to evolve, contact centers are undergoing a profound transformation. Insights from Gartner’s 2024 Magic Quadrant for Contact Center as a Service (CCaaS) and Salesforce’s latest State of Service report highlight the ongoing transition from on-premises systems to cloud-based contact centers….

Winning and retaining customers is no easy feat. Modern consumers have countless options across all product and service categories. And many aren’t afraid to ditch a once-beloved brand when something better comes along. In fact, in the last year alone, nearly three-quarters (71%) of consumers say they’ve switched brands at least once. There are a…

We’re just going to come out and say it: it’s not an easy time to be a consumer-facing brand. For one, there’s a ton of competition in just about any product or service category. Of course, there are the legacy brands you must contend with. But then there are also the digital-native brands that seem…

In today’s world, consumers are always “on.” And there’s plenty of data to back that claim. A report from Asurion found that on average, US consumers check their phones an average of 352 times a day. When a notification comes in, 75% look at it within five minutes.  So it’s probably not surprising that consumers…

You might have a loyal customer base that loves your products. But today’s consumers value experiences as much as they do products. In fact, Salesforce research found that 80% of consumers say that the experiences a brand offers are just as important as its products. And a single bad experience can be enough to scare…

The Role of Instagram in the Purchase Journey – and How Brands Can Start Managing This Key Channel More Effectively  These days, there are countless factors that influence a consumer’s behavior throughout the purchase journey. Social media is high on the list – especially as e-commerce continues to grow. Today, there are many different social…