Salesforce Experience Cloud, previously called Community Cloud, is a dynamic digital experience platform from Salesforce. It empowers businesses to design personalized and interconnected digital experiences for customers, partners, and employees. Imagine it as a virtual space where users can explore, interact, and engage with your organization innovatively and meaningfully.
With over 7,858 websites built on Salesforce Experience Cloud, nearly 250 of which are among the top 10,000 highest-performing websites, it’s clear that Salesforce Experience Cloud is an ideal solution for businesses looking to elevate their digital presence.
What is Salesforce Experience Cloud?
Experience Cloud is a dynamic online platform that connects institutions with their customers, partners, and employees, giving them seamless access to essential data and records. This next-generation portal integrates Chatter’s real-time collaboration features with the ability to share files, data, and records across any device, ensuring accessibility.
- Create custom-branded communities tailored to your needs.
- Choose from a variety of customizable templates and layouts.
- Benefit from built-in collaboration tools and access controls.
- Streamline customer case, lead, and opportunity management through Salesforce CRM integration.
- A scalable solution suitable for businesses of all sizes.
- Boost engagement, productivity, and collaboration across your customer, partner, and employee network.
Features of Salesforce Experience Cloud
Now that you have a clear understanding of Salesforce Experience Cloud, let’s dive into its key features that can significantly enhance customer experience for businesses:
- Personalization
Consumers are more likely to engage with brands that offer personalized experiences. Salesforce Experience Cloud lets businesses gather insights from customers’ purchase history, behaviors, preferences, and needs. By leveraging this, businesses can create a seamless and tailored experience for customers, clients, and remote employees alike.
- Business Integration
Providing an intelligent and relevant customer experience is essential to build long-term relationships. Experience Cloud, a built-in feature of Salesforce, helps businesses extend their platform’s capabilities by integrating third-party applications.
These apps, available on the Salesforce AppExchange marketplace, enable businesses to select tools that fit their needs. By integrating customer support applications into the platform, businesses can easily address inquiries and capture important leads without missing a beat.
- Customization with Experience Builder
When designing an experience, it’s crucial to select the right template in Salesforce Experience Builder, which is ready to use right out of the box. These templates offer businesses the flexibility to customize designs and functionalities without the need for complex coding or technical skills. Experience Builder empowers users to add multiple pages and modify them intuitively, much like building a website.
Furthermore, it allows businesses to create unique experiences on the same site, adjusting pages, navigation, components, and other settings based on user preferences and the desired customer experience.
What Can You Build Using Experience Cloud?
Salesforce Experience Cloud is a robust suite of features built on the Salesforce CRM platform, offering limitless possibilities for crafting exceptional digital experiences. With Experience Cloud, you can design and deploy stunning, externally-facing interactions that are seamlessly integrated with your Salesforce CRM.
Some popular use cases include:
- Partner Portals
- Account Portals
- Online Storefronts
- Microsites
- Industry-Specific Solutions
- Customer Service Hubs
- Help Centers
- Support Websites
- Mobile Applications
Did You Know?
According to Statista, Salesforce’s 2024 fiscal year revenue was a record high of 34 billion U.S. dollars.
Companies Using Salesforce Experience Cloud
Salesforce Experience Cloud has become a game-changer for industries seeking to provide exceptional digital experiences to their customers. Leading brands across the globe have turned to Salesforce Experience Cloud implementation consultants to enhance customer engagement and achieve remarkable results.
Here’s a look at how some iconic brands have harnessed the power of Experience Cloud:
- Pernod Ricard
Pernod Ricard, a global leader in wines and spirits, sought to deliver a more immersive and personalized digital experience to its customers. By adopting Salesforce Experience Cloud, the company transformed how consumers interacted with its flagship brands, including Absolut Vodka, Jameson Irish Whiskey, and Martell Cognac.
Experience Cloud enabled Pernod Ricard to create engaging brand portals that showcased an expansive product range, curated cocktail recipes, and educational content. Customers were offered exclusive events, tastings, and personalized recommendations, driving stronger brand loyalty and boosting sales.
- Toyota
As a leader in the automotive industry, Toyota turned to Salesforce Experience Cloud to enhance its digital customer journey. Toyota streamlined the customer experience across multiple touchpoints by integrating online and offline interactions.
The company created personalized portals where customers could explore vehicle options, schedule test drives, and access post-purchase services. With tailored content, relevant promotions, and maintenance tips, Toyota enhanced customer satisfaction, improved lead conversions, and strengthened brand loyalty.
- NBC
NBC, a major media and entertainment company, used Salesforce Experience Cloud to create captivating digital experiences for its extensive audience. Experience Cloud’s omnichannel features allowed NBC to unify content distribution across web, mobile, and social platforms.
Personalized portals allow viewers to access their favorite shows, catch up on missed episodes, and enjoy exclusive content. This immersive experience increased viewership, longer session durations, and more monetization opportunities.
- Vodafone
Vodafone, a global telecommunications giant, embraced Salesforce Experience Cloud to provide its customers with enhanced self-service options. Through intuitive digital experiences, Vodafone aimed to reduce customer support inquiries and improve satisfaction.
The company developed customer portals where subscribers could manage their accounts, track usage, pay bills, and access support resources. These self-service features helped minimize call volumes and improved customer service efficiency.
- L’Oréal USA
L’Oréal USA, a leader in beauty and cosmetics, leveraged Salesforce Experience Cloud to provide highly personalized experiences for its diverse customer base. Utilizing Experience Cloud’s personalization tools, L’Oréal USA created custom portals offering beauty tips, product recommendations, and exclusive offers.
Customers could engage with virtual beauty consultations and interactive content, strengthening relationships, increasing brand advocacy, and driving higher conversion rates.
- Philips
Philips, a global innovator in healthcare technology and consumer products, implemented Salesforce Experience Cloud to transform how patients and customers interact with their services. With Experience Cloud, Philips designed seamless digital experiences to empower individuals to manage their health and daily lives more effectively.
They developed patient portals where users could access health records, schedule appointments, and communicate with healthcare professionals. By offering a secure and user-friendly platform, Philips enhanced the patient experience, fostering proactive health management and improving overall engagement.
Why Nirvana Lab is Your Go-To Option for Salesforce Experience Cloud
At Nirvana Lab, we specialize in delivering seamless, customized solutions with Salesforce Experience Cloud to enhance your customer interactions. Our team of certified experts ensures smooth integrations, optimizing user experiences across digital touchpoints. With a deep understanding of business needs, we provide tailored portals and applications that drive engagement, collaboration, and productivity.
Whether you’re aiming to streamline communication or empower your partners, Nirvana Lab offers robust solutions that align with your goals and deliver measurable success.
Frequently Asked Questions
What is Salesforce Experience Cloud?
Salesforce Experience Cloud is a digital experience platform that connects businesses with customers, partners, and employees. It enables the creation of personalized, collaborative online spaces, allowing organizations to share information, manage workflows, and engage audiences across devices.
How does Salesforce Experience Cloud enhance personalization?
Salesforce Experience Cloud gathers insights from customer behaviors, preferences, and purchase history to create tailored experiences. This helps businesses engage with users more effectively, improving customer satisfaction, loyalty, and interaction rates.
Can Salesforce Experience Cloud integrate with other apps?
Yes, Experience Cloud seamlessly integrates with third-party applications available on the Salesforce AppExchange. This allows businesses to extend the platform’s capabilities and address customer needs with various support tools and services.
What types of digital experiences can be built with Salesforce Experience Cloud?
Experience Cloud enables the creation of partner portals, customer service hubs, online storefronts, microsites, and mobile applications. It’s a flexible solution for building customer-facing portals, industry-specific solutions, and more.
Why should businesses choose Nirvana Lab for Salesforce Experience Cloud implementation?
Nirvana Lab offers expert Salesforce Experience Cloud solutions, ensuring seamless integrations and highly personalized digital experiences. Our certified professionals tailor portals and applications to meet your unique business needs, driving engagement and improving productivity.
