At Celerity, our expert Salesforce team provides companies around the world with integration, data analysis and technical support services. Our team has over 40 years of experience and has worked on 50+ Salesforce Marketing Cloud instances including KFC, First Group and TrustFord. Our Centre of Excellence team In order to deliver personalised marketing experiences, marketers need real-time insight into their customers’ behaviours. And while there are plenty of channel specific marketing solutions available for specific platforms, companies often end up using multiple, siloed solutions that don’t ‘talk’ to each other, leaving marketers to work from only part of the picture.
This is why more and more companies are looking for a solution that provides real-time, cross-channel reporting on customer behaviour. This is where Salesforce Marketing Cloud Interaction Studio comes in. Contact our experts today.
What is Salesforce Interaction Studio?
Salesforce Interaction Studio provides real-time reporting on customer behaviours across all of a brand’s own channels, including email, social, mobile, in-store and kiosks. For example, if a customer clicks on an online advert from a brand and then logs into the app or calls customer service, Salesforce Interaction Studio will update that individual’s engagement profile with that information. From there, Salesforce Marketing Cloud can continue to provide relevant and targeted promotions, discounts or other content.
Interaction Studio acts as an extension to the cross-channel experience capabilities of Salesforce Marketing Cloud Journey Builder. Journey Builder’s native integration with Interaction Studio makes it easy to instantly switch consumers from one journey to another based on the real-time interactions they have with a brand.
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The benefits of Salesforce Interaction Studio
Salesforce Interaction Studio helps to stitch the customer journey together. This means that you can:
- View cross-channel customer insights in one place
With Salesforce Interaction Studio, you can view all the paths customers take on your owned channels in one view, no matter the channel or device. It helps develop real-time context by listening to customer activities across your owned channels, which means you can also re-engage customers who have dropped out of the journey. You can even create audience segments specifically for purposeful re-engagement.
- Connect every interaction
Salesforce Interaction Studio helps guide the customer along the most appropriate path, triggering interactions where they are engaging with brand, and on the channels they prefer. It creates a unified experience for the customer by making it easier for you to check that all messaging is consistent across all platforms. And it goes beyond just digital touchpoints – it can connect online interactions to offline ones, such as call centres, in-store POS, on-property engagement and even ATMs.
- Optimise the experience
Salesforce Interaction Studio’s sophisticated decision engine helps you orchestrate contextually relevant experiences that inspire customers to take action. It uses frequency capping and business rules to ensure each the offer, message, and journey are relevant to the customer. It can also control campaigns at scale. If needed, it can prioritise critical offers, messages, and interactions, and pause the rest.
- Deliver immediate results
Because Salesforce Interaction Studio is part of Salesforce Marketing Cloud, you can enjoy native connectivity with the Salesforce platform. That means you can trigger events and communicate in real time with marketing, sales, and service. You can track events on every system and use click-driven instrumentation and integration through codeless tags, mobile SDKs, and APIs across every interaction.
Work with an experienced partner
We can create bespoke Salesforce Marketing Cloud packages to suit your needs and will make sure you get the most ROI from your technology stack.
To discuss Salesforce Marketing Cloud Interaction Studio, contact one of our team today.