Enable customer self-service, extend business processes, and build deeper customer relationships. Starting at $250 USD/month.
Increase sales through resellers, distributors, agencies, and brokers. Starting at $500 USD/month.
Drive employee productivity and engagement across your organization. Starting at $25 USD/user/month.
Platforms for online communities have matured in the past decade, and as a result, more businesses are now opting to create their own digital communities as a way to form better relationships with their partners, customers, and employees. Salesforce Community Cloud is an online community platform that provides organizations with a way to directly connect with their most important allies. The web-based solution is leading the way in the social business space, with new innovations that include targeted recommendations, Lightning Community Builder and Templates, and Salesforce Connect for Google Drive.
Salesforce Community Cloud provides a way for companies of all sizes to help customers help themselves with rich, self-service experiences. These communities also offer a way to form deeper relationships through direct customer interaction and transform the workplace by giving employees access to the information they need to be engaged and productive at work. Although many businesses traditionally see communities as a social experience for their business partners, they’re also relevant for customers, employees, and even business alumni. Salesforce views Community Cloud as a solution that is suited equally well for both enterprise and SMBs.
Salesforce Community Cloud represents the company’s move into enterprise social media. It offers a way for Salesforce users to create their own fully branded online communities. Although many businesses will ultimately use these communities as a social experience for their business partners, they’re also relevant for customers, employees, and even business alumni. Salesforce is viewing the online community as a capability that enterprise organizations will want to use to engage more effectively with their key contacts. Industry research on the benefits for social business backs up this position.
Intelligence, speed, growing business, and engagement are all pillars within Salesforce Community Cloud, as organization leaders see their own customers transform into ambassadors. Adding community to a business can also enable customers to give more honest feedback and share their enthusiasm for the brand or products on a larger scale. By connecting resellers, distributors, and partners directly to the information, apps, and experts they need to take action, businesses are increasing sales and leads.
One of the ways that Salesforce Community Cloud differentiates itself from competitors is by offering a Lightning Community Builder and Templates to allow any user to quickly deploy a customized, mobile-optimized community. Users don’t need to have development or IT backgrounds in order to build their own online communities with Salesforce Community Cloud.
In addition to building your own custom community, which can be managed using drag-and-drop templates, you can also build your own apps with Lightning Components. These apps can then be embedded into your online community. If you run a non-profit organization, for example, then you might want to build an app to organize your volunteers. This app would then be embedded on the homepage of your online community, where volunteers could sign up themselves to work at upcoming events.
Salesforce Community Cloud’s personalization capabilities are unmatched within the industry. Recommended resources match each individual user’s needs and interests. Community Cloud uses this data to automatically suggest connections to experts, groups, and content. Community Cloud also delivers relevant content, including posts, resources, and files. This provides immediate value and encourages deeper community participation.
Using this feature, you’ll be able to identify experts by understanding the quality of their contributions to your community. You can then identify specific users as subject-matter experts who would be interested in sharing their knowledge with the community at large. As a community manager using Community Cloud’s personalization features, you’ll be able to pinpoint the customers most likely to be interested in specific products and then target those customers with coupons they’re likely to redeem.
One of the best ways to keep active members engaged in an online community is by rewarding them for participation. Community Cloud has developed a system for rewarding the most active members within any community. Members can also recognize one another’s contributions with specialty badges that appear in their feeds and on their profiles.
Create your own engagement metrics, and then set up your own scoring system and badges as a way to thank top users for their contributions or other activities within your company’s online community. (You can also allow users to create their own custom badges based on the parameters they select.) Ideally, this process should help you highlight top influencers and contributors within the community. It should also encourage members to participate in discussions around the topics they know best.
Salesforce Files Connect for Google Drive offers a way for community members to collaborate on files they’ve created or stored in Google Drive. For example, an advertising department within a larger organization might open a file they’d saved on Google Drive and share it with an account planning team. Files that have been saved in Google Drive can also be attached to individual records, such as leads or service cases.
With Salesforce Community Cloud, you can attach files to project groups, account records, campaigns, or service cases. Placing files into the workflow and unleashing a universal file-sharing system attaches those files to related records and makes it easier to access the right documents at a later date. It also increases the reuse of important assets across the enterprise.
Salesforce Files Connect syncs with many third-party applications, including Google Drive and Box.
Salesforce Community Cloud offers users the ability to integrate data from any system and update records from within the community. Salesforce connects with service, sales, marketing, supply chain, and product development applications. Organizations can also enable fund approvals, status updates, and other actions with Salesforce’s business integration software.
Subscription pricing for Customer Communities starts at $250 per month (billed annually). Employee Communities cost just $25 per user, per month (when billed annually). Partner Communities, which can be used to increase sales through resellers and distributors, are available for $500 per month.