When we say personalization is the key, it isn’t just for digital experiences, but is even imperative when scaling customer relationships. And this is one challenge faced by every executive on the customer front. With retaining customers 4X more financially fruitful than acquiring new customers, executives often struggle to find effective ways to address the complex nature of customer interactions and provide personalized experiences at scale. In the wake of generative AI, traditional CRM systems fall short in providing the level of automation and customization required to meet the evolving needs of modern businesses.
This is what Salesforce CRM has changed with the introduction of world’s #1 Generative AI CRM system, Einstein GPT. This advanced CRM solution combines the power of AI, ML, NLP algorithms to transform the way enterprises handle, monitor, and scale customer interactions. Einstein GPT goes beyond basic data management to intelligently analyze customer data, generate personalized responses, and recommendations, and automate various functions of customer management.
Here we talk about generative AI in CRM, Einstein GPT and its advanced capabilities and how enterprises can make the most of it to transform their customer-front operations.
The infusion of generative AI and CRM
A recent survey has shown that 67% of IT leaders are prioritizing generative AI for their businesses in the upcoming months. But what is the buzz all about, and why do you need generative AI for your CRM? Generative AI in CRM is how you can reimagine operations to drive higher business growth.
The very nature of CRMs today is riddled with security concerns, poorly integrated systems, and siloed data across departments, making it a challenge to gain a 360-degree view of your customers. Here, technologies like generative AI and tools like Einstein GPT become a game changer to analyze huge subsets of data, automate customer management processes, and empower sales, service, marketing, and commerce professionals to deliver personalized solutions and conduct one-on-one interactions.
Salesforce introduced Einstein GPT world’s first generative AI CRM
Recently, Salesforce announced Einstein GPT, the world’s first generative AI CRM to grow customer relations and go beyond the traditional competencies of a CRM software. Einstein GPT is a strong representative of the upcoming iteration of Salesforce’s AI technology, which can generate over 200 billion AI-driven daily predictions within Salesforce Customer 360 using machine learning, artificial intelligence and natural language processing algorithms. Salesforce Einstein GPT is open and extensible, future-proof, and supports general and private AI models created for CRM. By combining the two powerful technologies, Salesforce is coming up with a generative CRM that will save time through automation while delivering meaningful personalization to your customers.
Implementing Salesforce Einstein GPT across departments & operations
Let’s understand how to implement Salesforce generative AI CRM and unleash the powerful functionality:
#1. Better productivity of sales team
With dynamically shifting customer expectations, simply selling a product or service is not enough. Customers want personalized experiences that align with their needs and preferences. And this is what Salesforce Einstein GPT helps you deliver, leveraging capabilities like built-in automation, intelligence and real-time data.
Einstein GPT with Salesforce Sales Cloud enables your sales team to sell smarter, faster, and more efficiently, boosting overall rep productivity and driving significant business growth. Let’s explore how.
- Interactive chatbot: Einstein GPT with Salesforce Sales Cloud acts as a chatbot that will help you auto-generate sales tasks like composing emails and scheduling meetings and preparing for the next interaction. Through ChatGPT, you can generate relevant, personalized and engaging content for potential customers, such as email templates, product descriptions, social media posts, business proposals etc.
- Quality leads: By integrating with Salesforce Sales Cloud, Einstein GPT allows sales representatives to analyze CRM data and concentrate their efforts on promising leads. Einstein GPT enables enterprises to assess the potential prospects based on their behavior, interests, and budget, and then assign suitable sales reps and deliver personalized messages and offers to specific target audiences. The AI CRM lead generation then processes quality leads that are most likely to buy, allowing sales reps to outreach their efforts and strategy like increasing engagement and conversion.
- Improvise sales forecasting: Enhance sales forecasting accuracy by effectively combining Einstein GPT with Einstein Analytics in your Salesforce CRM. Your sales team can utilize predictive analytics to anticipate customer needs and preferences, leveraging historical CRM data and identifying trends in the sales pipeline. This valuable insight enables sales representatives to optimize the sales process and adapt their strategies accordingly.
- Sales funnel: Optimize the management of your sales pipelines by receiving real-time updates on deal progress, identifying potential obstacles, and receiving recommendations for the next steps. Salesforce Einstein GPT can identify patterns and assess the likelihood of a lead converting into a customer. Additionally, it assists sales representatives in recognizing potential bottlenecks, leading to better-informed decisions regarding resource allocation, budgeting, and other crucial aspects.
- Improves Communication: Salesforce Einstein GPT delivers AI-powered customer insights in Slack. It also provides intelligent summaries of sales opportunities, conversations and actionable insights. This facilitates better communication between departments.
#2. Enhanced customer service
Customer service is one of the important aspects for your business to compete effectively. A great customer support across multiple touchpoints drives an amazing customer experience, leading to more sales and marketing opportunities.
Salesforce Service Cloud enables you to deliver smarter, faster, and more personalized experiences. By harnessing the advantages offered by Salesforce Service Cloud, you gain the ability to effectively handle case interactions, facilitate real-time chat with live agents, and establish a unified knowledge base all within a single platform. With the built-in AI from Salesforce Einstein GPT, you can scale your customer services process, unifying your data for real-time connected experiences. The recent trend of Einstein GPT has a more focused approach towards increasing customer satisfaction through customized and expedited service interactions by auto-generating chat replies. Let’s explore use cases on how to scale service with generative AI and Einstein GPT:
- Automated responses: Einstein GPT and Salesforce Service Cloud together enable service reps to perform automated customer interactions, such as answering FAQs, scheduling appointments, providing product information, and processing simple requests. Einstein GPT empowers you to swiftly address customer inquiries by facilitating the creation of a conversational AI chatbot. It also enables you to send personalized emails containing pertinent messages to your customers, build trust and brand reputation.
- Availability: Automated Einstein GPT is available 24/7 to respond to customer queries which can help reduce the workload of support teams, minimizing customer wait times by taking queries immediately, even outside regular business hours. The conversational chatbot is capable of handling customer inquiries with incredible speed and accuracy, resulting in reduced wait times and improved customer satisfaction.
- Personalized recommendations: The Einstein GPT recommends products based on a customer buying history, helping Salesforce Commerce Cloud drive revenue. Salesforce Einstein Analytics can further help make informed decisions and enhance customer experience by analyzing customer interactions to identify trends in customer queries and issues and provide valuable insights into product and service improvements.
- Removes language barriers: With the proper integration, Salesforce Einstein GPT can serve a diverse customer base across different regions and languages. Multilingual support allows businesses to expand their reach and provide better customer service.
- Omnipresent support: With Einstein GPT, your business can be omnipresent, offering convenient and accessible support on various digital platforms such as web chat, social media, online portals and messaging apps. Furthermore, it has the capability to consistently observe and evaluate customer feedback, aiming to enhance the system and provide superior customer services.
#3. Improved marketing strategies
One trend that will have a huge impact improving conversion numbers is implementing Salesforce Marketing Cloud and Einstein GPT. Salesforce Marketing Cloud allows you to personalize customer engagement throughout a customer’s journey, gaining a holistic 360-degree view of your customers. Along with this, businesses can also leverage Salesforce Einstein AI to drive product searches, recommendations, and suggestions, boosting growth and customer loyalty. Salesforce Marketing Cloud along with Einstein GPT assists marketers to create customized content, keeping customers and prospects engaged on multiple channels. Let’s discuss the capabilities of Salesforce Einstein GPT for marketing:
- Advanced segmentation: Einstein GPT analyzes customer data and segments based on preferences, requirements, and behaviors, empowering your team to run highly targeted and personalized campaigns that resonate with your audience.
- Removes language barriers: With advanced machine learning algorithms, Einstein GPT breaks down language barriers, enabling you to easily reach a global audience. This enhances the customer experience and increases your brand’s reach and revenue potential.
- Increases brand awareness: Einstein GPT improves your online presence by providing round-the-clock availability on your website and social media platforms, delivering quick and efficient solutions to customer’s FAQs. The integration of Salesforce Marketing Cloud and Einstein GPT analyzes customer sentiment and responds to their queries promptly and effectively, improving retention and engagement.
- Data-driven decision-making: Einstein GPT is able to analyze industry trends and provide valuable insights to your marketing team to develop robust marketing strategies and make informed decisions.
- Generates personalized content: Einstein GPT generates high-quality and relevant content. By incorporating this generative AI for CRM, your marketing team can streamline content creation, saving time and energy to focus on other operational tasks. Additionally, it can optimize content for search engines and improve SEO rankings, driving organic traffic and improving brand visibility.
- Tailored marketing campaigns: Integrating Salesforce Marketing Cloud with Einstein GPT, can enhance your understanding of customers preferences and previous buying behavior. It tailors your marketing campaigns more effectively, improving open rates, click-through rates, and, ultimately, customer engagement.
- Mapping customer journeys: Leveraging Salesforce’s Journey Builder and using Einstein Analytics, you can map the customer journey by assessing CRM data and identifying effective touchpoints. Einstein GPT makes this easier by analyzing industry trends and providing valuable insights. Your marketing team can develop a robust marketing plan, make informed decisions, rebuild better marketing strategies, and improve ROI.
How Ranosys can help you leverage generative AI for your Salesforce ecosystem
Generative AI is a game changer for organization across industries and implementing it in your Salesforce CRM empowers sales, marketing, service and commerce to grow customer relationships and drive revenue.
With the recent launch of Einstein GPT, your business can deliver exceptional experiences boosting your profits and growth. Our certified experts can help you understand the capabilities of Einstein GPT and leverage its implementation in the Salesforce ecosystem. Connect with our Salesforce consultants to discover more use cases of Salesforce Einstein GPT for your business.
