This YouTube demo shows how Salesforce Data Cloud can improve customer retention through proactive service using a fictional outdoor retail brand (NTO). It demonstrates three steps: (1) Data Cloud–triggered flows to auto-create and deflect service cases, (2) audience suppression to exclude customers with open cases from promotions, and (3) measuring impact via CSAT and returning customers to marketing lists.
Chapters
Welcome to Data Cloud doubleclick where we demo live product to show you exactly how Salesforce helps customers solve their top use cases across the customer lifecycle. We'll use a fictional outdoor retail brand NTO as our example company. In this video, we're heading down the funnel to look at how to improve customer retention. One in three customers will switch brands after just one bad experience. So how do you keep that from happening with proactive service? We'll show you how in three simple steps. 1. Using data cloud triggered flows to deflect cases, 2 suppressing audiences from unwanted promotions and 3 measuring the impact on customer satisfaction. Let's dive in. Product recalls happen sometimes, but by creating an audience segment of customers impacted and proactively notifying them with an option to either replace the product or receive a refund, recalls can actually be handled in a way that increases customer loyalty and deflects support cases. Here we can see that a data Cloud triggered flow automatically creates a case in service cloud for anyone in the audience segment that was just created for this product recall, which you can see here with all of the information needed to process the case. So no service agent will need to be involved. Next we'll show you how to suppress audiences with open service cases from promotions. It's not always the right time to market to a customer with audience suppression in Data Cloud, you can define which audiences and when to exclude from things like promotional emails or ads. Customers like Andy for example, who have an open service case for a product recall. This simple yet powerful tactic not only optimizes marketing budget, it also improves customer satisfaction. Now let's see the impact of proactive service and audiences. Here in the customer profile view of Data Cloud, we can see that once Andy received his replacement booths, the case and service cloud was auto closed. There was never a need for a service agent to get involved. We can also see that a feedback survey was automatically sent and since Andy replied that he was highly satisfied, his CSAT score increased. Andy is also back on the marketable list and has been added to a new campaign. So to quickly recap, you just saw how Data Cloud triggered flows, audience suppression and CSAT measurement in Data Cloud can help you deliver proactive service to retain and grow loyal customers. Double click deeper into Data Cloud in the next video.
