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Unified Social Engagement for the Salesforce : The next generation of Social Studio from Salesforce, introduces unified social engagement for the Salesforce Customer Success Platform. The next generation social listening, analysis, content marketing and engagement solutions empower employees to make the most of every social interaction, from any device. Social Studio innovations include a new social listening engine, social customer service for service teams and social lead engagement for sales teams. Leading global brands like Activision, ADP and McDonald’s harness the Salesforce Marketing Cloud to connect with customers in a whole new way.
Social media engagement is now ubiquitous with customers, yet many companies are still struggling with how to integrate social across business processes to gain insight and improve decision making. Marketers need to run social campaigns, engage with customers and use social insights to drive programs. Service teams need to surprise and delight their customers with social customer care. And sales teams need to find and connect to new customers faster through social lead generation. However, social is still isolated from where key customer interactions occur, resulting in missed opportunities and poor customer experiences.
Building on the leadership of Radian6's social listening and analysis and Buddy Media's content marketing and engagement tools, today Salesforce unveiled the next generation of Social Studio. Now fully integrated into the Salesforce Marketing Cloud, Social Studio includes single sign-on, unified navigation and a user interface that is so simple to use, any employee can benefit from social insights on desktop and mobile devices. In addition, any developer, ISV, customer or partner can directly build and deploy an app within Social Studio. Partners include Getty Images, Nexgate (a division of Proofpoint), Pressly, Rallyverse, Shutterstock and Trendspottr. With Social Studio, now any company can break down social silos to connect with customers in a whole new way.
Social Studio’s breakthrough innovations include:
● New Social Listening: Social Studio now includes a completely new social listening engine that monitors more than one billion social data sources including Facebook, Twitter, YouTube, blogs, news sites and more. Social Studio is designed to meet the scale of the largest multi-brand, multi-region companies, enabling social media teams to empower other groups throughout the enterprise with a unified, easy-to-use social solution for sales, service and marketing. Social marketing and community management teams can finally get rid of their spreadsheets and manage social content calendars in Social Studio. In addition, integration with Social.com, the Marketing Cloud’s social advertising solution for agencies and advertisers, allows teams to monitor top performing content published from Social Studio and amplify it with sophisticated social advertising campaigns to reach more current and potential customers.
● New Social Customer Service: With the next generation of Social Studio, customer service teams can easily monitor social channels for customer support issues, create customer cases to be managed in the Service Cloud and route these social cases to the right person or team to ensure a timely resolution. With the combined power of Social Studio and the Service Cloud, any company can surprise and delight customers with social customer care on the world’s leading social networks, including Facebook, Google+, Twitter and Sina Weibo. For the first time, any Service Cloud customer can now get started with social customer service for no additional charge, managing up to two Facebook or Twitter accounts directly from the Service Cloud.
● New Social Lead Engagement: Two-thirds of marketers see improved lead generation with social media1, and with the new Social Studio, sales reps can find and connect to new customers faster with social lead generation. By listening to conversations across more than one billion social data sources, sales reps can identify new leads and engage with them in real-time directly from the Sales Cloud. In addition, using Social Studio and Salesforce Pardot, sales reps can be unstoppable with social selling by bringing together marketing automation campaigns and lead scoring with social data, such as sentiment or influencer status.
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