Let Me Upgrade You

As Salesforce releases their quarterly updates, we want to keep you up-to-date on all the new upgrades they have to offer and would love to partner with you on maximizing your salesforce investment. We’re here to help with the development and consulting aspect of these new features. Now is the time to let me upgrade you!

Einstein Call Coaching:

In the Sales Cloud, Einstein Call Coaching allows for maximizing sales, employee performance, and virtual selling. First, in order to use this product, you’ll need to understand the power behind sales coaching and conversational intelligence.

Conversational intelligence (CI) uses AI to analyze conversation recordings for surface keywords, highlight useful topics, and deliver insights. CI helps sales leaders get to the core of sales interactions quickly instead of sales managers having to do ride-alongs to listen to sales reps’ conversations.

Einstein Call Coaching, a CI feature is built in Salesforce High Velocity Sales, an add-on product to Sales Cloud. It develops insights about conversations between customers and sales reps which allows for managers to identify topic trends and key moments quickly. Managers can use it to review the moments where a sale was successful and also find the areas for improvements.

Einstein Call Coaching enables your organization to maximize performance, best practices at scale to accelerate onboarding and continued success, and uncover market insights to prepare teams to better handle trending topics.

How it works:

First and foremost, it is important to understand that Einstein Call Coaching does not record calls, but instead is an AI feature that processes audio recordings to gain insights.

Define Keywords

Managers define keywords that they want to identify within the call coaching. By telling Einstein Call Coaching to listen for those keywords in three categories: competitors, products, and custom mentions they can track insights for next steps automatically.

Collect Conversations

Einstein Call Coaching compiles all of the call recordings in one place within the CRM in order to easily access these recordings for analysis. This is when Einstein Call Coaching looks through the calls collected in order to pull out key moments with the specified key words managers chose.

Analyze Transcriptions

Uses AI to find key moments based on the keywords defined by a sales manager or Salesforce admin that is then transcribed in order to analyze these key moments.

Surface Post-Call Insights and Recordings

After the call recordings are transcribed and analyzed, Einstein Call Coaching aggregates the analysis and sets it up in a format that is easily readable for managers and supervisors to use to better understand insights from call recordings.

Salesforce Surveys

Eliminate the time-consuming, face-to-face surveys that turn out to not be as accurate as you think with Salesforce Surveys. Online surveys are a more accurate and efficient way of getting the honest feedback you want from customers.

First, you’ll need to check requirements to create and send surveys to check if your company is eligible to create said surveys using Salesforce. Once you’re eligible, you’ll need to enable the survey’s components and assign someone to create and send the surveys.

From there, you can start developing and building your survey. With your surveys, you’ll give the survey a name and start adding pages such as Welcome Page, Thank You Page, and Add Question Page. There are a wide variety of types of questions you can ask on your questions pages. These questions can vary depending on the type of response you’re looking for: long text response, a scoring/ranking response, and simple “Yes or No” responses.

Once your survey is complete, you’ll need to decide how to send it out: an invitation link that you can post on social media channels or by email to multiple customers. Then, as an admin or creator of the survey, you’ll need to answer these questions:

1. Do you want to make the responses anonymous?

2. Are you allowing the survey responses to be viewed by participants after completing the survey?

3. Do you want to authenticate participants?

Once the above questions have been answered and you’ve made those changes within your survey accordingly, you’re ready to send it out and wait for responses!

When responses start to come back after you’ve sent out your survey, you can analyze and create a report to better track and organize the responses. You can create a report and customize it based on factors related to what you’re trying to achieve through the survey responses.

Service Cloud Voice:

Wanting a faster way to deliver service over the phone?

With Service Cloud Voice, this virtual help desk lets anyone on your service team see a personalized view of each customer and their case, alongside any digital conversations in order to effectively communicate and solve customer needs.

Boost agent productivity.

Salesforce boosts productivity by reducing data entry and call wrap-up time, which in turn allows agents to focus on addressing the customer’s needs quickly and accurately. The Service Cloud Voice can capture all information from multiple channels, such as emails, web chat, social media, and more into one single console with Service Cloud Voice. Using this data allows agents to answer questions from customers and deliver great customer experiences.

Integrate calls easily.

Another new feature for the Service console is integrating telephony and bringing together CRM data and digital conversations in order for calls to show up on one platform rather than screen pops for easier data capture and a better call experience. This allows for agents to help customers more effectively because it gives all the information they need to help customers with less interactions.

Answer the phone with AI.

Through automatic voice transcription, this AI-powered system converts human speech into text in real time, so agents can deliver better customer service by not worrying about the hassle of typing. Supervisors can then look at these transcripts and recordings to better teach and coach their agents after they’ve done the call with customers.

Make it personal.

Because voice transcriptions and capturing data from all forms of channels, can help agents deliver a more personalized customer experience based on factors such as purchase history or past interactions customers have had through other channels. There will be no need to place customers on hold to try to find answers to their questions and there won’t be a need to transfer them to other departments, when agents have this information right at their fingertips.

Optimize training and management.

By giving supervisors insight to all call transcriptions and recordings in real time, it allows for them to better train and coach agents as they constantly monitor these customer calls. Training would include enabling agents to consider word choices and using the right voice and tone when working support lines. Also, supervisors could assist agents on types of responses that respond well with customers and create responses with call scripts. Faster and more effective training can also help when onboarding new agents.

Here’s how it works:

When a customer calls, omni-channel routing directs them to the right agent, and the transcription abilities turn speech into text that can be viewed alongside customer data in the console. With this, it empowers the agent to deliver a more personalized experience based on factors like the customer’s purchase history, warranty information or past interactions across channels. With it being converted to text, Einstein AI can go to work by serving up recommended responses, knowledge articles and next best actions to the agent. The supervisor console allows managers to monitor, step in, and provide assistance, and the call transcript is attached to the customer record for future reference. As a whole, this is a better experience for the customer and agent.

What we love about Service Cloud Voice