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Marketing Cloud & Service Cloud

Connect experiences across marketing and service.

Deliver seamless transitions between departments, drive loyalty in every service case, reduce agent workloads with marketing automation and more.

Improve customer retention.

Use service case data to inform journey decisioning, like suppressing large-scale campaigns from customers with open or recent cases or personalising offers based on case outcomes.

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Send personalised suggestions based on purchase history or intent. Use Einstein to determine next best offers and tailored upsell opportunities for customers — driving repeat purchases at scale.

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Reconnect with dormant customers, revive interest and win them back. Use service data to create more precise audience segments to identify inactive customers most likely to re-engage.

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Service Console displayed on a screen with a create segment section opened as a pop up window
Service control page with a pop up notification
User journey icons and a user journey chart represented on a screen

Increase customer satisfaction.

Use customers' preferences, pain points and priorities to personalise proactive service. With connected marketing insights, service agents have the context across every touchpoint to deliver tailored outreach and support.

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Power more relevant, personalised experiences in every marketing journey. Use service data to build audience segments based on engagement from across the lifecycle — like loyalty status, repeat buyers or open customer service cases.

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Help customers engage your brand on their terms with two-way messaging. With real-time channels like SMS or WhatsApp, foster meaningful dialogue and gather real-time insights from customers as they share their opinions and experiences.

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User Journey chart with a pop up calendar notification
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WhatsApp message displays on a screen with a custom flow represented in a chart

Accelerate Time to Value

Activate personalised onboarding journeys that proactively address customer needs. With automated welcome journeys, you can reduce service case volume and agent escalations.

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Keep customers informed and engaged with upcoming renewal and service reminders. Whether it's a subscription renewal, scheduled maintenance or product upgrade, keep your brand top of mind with timely reminders and connected interactions.

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Use real-time website data to personalise service conversations by giving agents live visibility into site engagement. Use that same data to trigger automated marketing messages, personalised journeys and next best actions.

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Automated path displayed with colorful icons
Active Real-Time Website Data displays in two screenshots

Reduce contact and case volumes.

Unify channel experiences into a consistent customer conversation — from promotion to support. With connected chatbot workflows, enable self-service transactions, like appointment booking and offer redemptions.

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Automate personalised responses to customer enquiries — all from a single platform. Provide related content like support articles and educational content to deflect future problems.

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Deliver time-sensitive transactions with unified campaign and service journeys — making every moment connected across the lifecycle.

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WhatsApp message displays on a screen with a custom flow represented in a chart
Inbound enquiries displays as pop-up notifications on a screen
Real-time data displays as notifications pop-up on a phone.

Marketing Cloud & Service Cloud FAQs

A customer experience platform is a set of tools designed to help organisations manage, optimise and enhance the interactions they have with their customers across various touchpoints. The goal is to ensure that every interaction a customer has with a brand is consistent, personalised and positive, regardless of the channel—whether it's online, in-store, through a mobile app or via customer support.

Understand and activate customer data through a unified view, enabling personalised, targeted interactions across all channels. Boost satisfaction and loyalty through proactive service and consistent experiences, automates routine tasks for efficiency and provides real-time insights for better decision-making, ultimately driving competitive advantage and business growth.

With Salesforce CRM, tools like Sales Cloud focus on managing customer data, tracking sales and organising interactions to boost efficiency. A customer experience platform goes beyond this with the addition of Marketing Cloud, optimising the entire customer journey and ensuring personalised, consistent interactions across all channels to enhance the overall experience.

To choose the best CX platform, assess your business needs, focusing on scalability, integration with existing systems and specific features like data analytics, personalisation and omnichannel support. Consider future growth and how well the platform adapts to evolving customer expectations and technology trends. Choose a platform that aligns with your goals.