Salesforce Announces Slack First Customer 360

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Salesforce recently announced new innovations that combine the power of Slack and Salesforce for teams to stay connected, productive, and get work done anywhere — with a single source of truth for their business.

“Salesforce and Slack are creating the digital HQ to help every company adapt and get back to growth in this digital-first, work anywhere world,” said Bret Taylor, President and Chief Operating Officer of Salesforce. “This is just the beginning for the Slack-First Customer 360 – which will fundamentally reshape how work gets done by connecting employees, customers and partners and the apps they use on a single platform.”

Nine out of 10 companies plan to combine remote and onsite work going forward, but only 33 per cent feel prepared to navigate this new hybrid work world. Slack-First Customer 360 is the answer, with Slack as the hub that empowers everyone in an organisation to communicate, collaborate, and take action on information from across Salesforce and all the other business apps, systems, and partners they use. 

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With these new pre-built integrations between Slack and Salesforce, every department — such as sales, service, and marketing — can collaborate in channels that unite teams and streamline workflows built around CRM data, giving them a single source of truth for their business and a single, shared view of the customer. Business processes can be automated in Slack to make work simple, productive, flexible and pleasant. And with Slack Connect, companies can now work securely with external partners, vendors and customers, driving stronger relationships and faster results. 

Additionally, Salesforce and Slack are giving sales representatives the ability to collaborate on deals in real-time and drive growth from anywhere, with sales reps using Slack seeing an average of 15 per cent faster sales cycles. The new capabilities provide deeper visibility into account details in Sales Cloud and connect the right people to close deals fast – all in Slack as the system of engagement.

Through Salesforce and Slack, teams can collaborate to provide real-time customer support, bringing customers directly into the channel when necessary. Service agents get instant access to relevant Service Cloud case data, experts and channels in Slack, resulting in an 11 per cent improvement in customer satisfaction scores. These Slack-First innovations help service teams automatically identify and bring the right experts into a case, accelerating customer response times.