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Cross-Channel Customer Experiences Surge through Vonage's 'Conversations for Salesforce'

By Greg Tavarez September 20, 2023

Messaging apps are a convenient way to keep in touch with friends and family. We use the likes of SMS and WhatsApp daily without giving it a second thought. It’s part of our everyday habits now.

Just as they are important for everyday use, messaging apps are also a convenient and efficient way for customers to interact with companies, providing a platform that accommodates real-time conversations, accessibility on mobile devices and a more personalized customer experience. In fact, 30% of consumers claim messaging apps are their most-used method for communicating with businesses, according to Vonage.

This shift reflects the broader trend of digital transformation, where businesses are adapting and responding to meet the demands of their customer base today, and helping businesses take advantage of the potential of messaging apps is Vonage.

Vonage launched Vonage “Conversations for Salesforce,” a configurable omnichannel messaging app powered by the Vonage Communications Platform, enabling businesses to serve customers directly from the Salesforce platform and delivering exceptional customer engagements, while blending bot and Vonage Contact Center, or VCC, agent interactions.

Part of the full Vonage AI Acceleration Suite for Salesforce, Vonage’s new app provides a flexible and scalable way of sending SMS, MMS and WhatsApp messages from within Salesforce, making it easy for businesses to develop custom workflows using standard Salesforce tools. “Conversations for Salesforce” helps businesses increase customer interactions, improve customer experience with personalized conversations, and optimize productivity.

With Salesforce as a single source of truth for customer data, users can participate in a conversation and access the customer history. Response-handling can also be automated with chatbots or routed automatically to the right agent or organization to enable fast resolution.

“Many businesses are not using the communications channels made available by today's technology to their full potential and are missing out on opportunities to make real connections and drive customer engagement,” said Savinay Berry, Executive Vice President of Product and Engineering for Vonage. “Vonage 'Conversations for Salesforce' unlocks the power of delivering personalized two-way interactions with customers from Salesforce, enabling engagement at scale with SMS, MMS and WhatsApp channels while blending bot and VCC agent interactions.”

Let’s put “Conversations for Salesforce” to the test.

Thunder Funding, a carrier services company based in the U.S., saw its growing contact center that managed inbound and outbound voice communications through Vonage Contact Center and Salesforce. Enter “Conversations for Salesforce,” and Thunder Funding has now enabled two-way conversations and can send more than 5,000 messages per day to customers and prospects. Conversations are managed directly in Salesforce, keeping the context of conversations readily available, and can be escalated to an agent once a lead is qualified.

“The app overcomes the constraints of existing solutions and is enabling conversations across the entire organization,” said Berry.

Edited by Alex Passett
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CustomerZone360 Editor

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