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Retail - Online to Offline - Sales Cloud and Service Cloud Integration
Check out these example personalization use cases of Sales and Service Cloud integration for retail.
When it comes to personalizing your prospect and customers experience to increase the conversion rate at each step along the path, consider the customer lifecycle with its six key stages.
By building on visitor affinities with real-time interactions with your website, Marketing Cloud Personalization determines the next product they’re most likely to respond to. Make recommendations available to offline systems like Sales Cloud or Service Cloud to enable salespeople and service agents to make in-the-moment, relevant recommendations to prospects or customers.
| Onboard | Discover | Compare | Convert | Expand | Retain |
|---|---|---|---|---|---|
| Contextually introduce and inform. Capture key identity elements. | Inspire and ensure easy exploration of relevant products and content. | Encourage active product evaluation. Recognize signs of defection. | Eliminate friction points. Prevent abandonment. | Intelligently cross- and up-sell to increase UPT and AOV. | Reinforce relationship. Continually nurture to grow LTV. |
| No User ID Available | Einstein Recipes - Brand, Category and Products | Einstein Recipes - YMAL Products | Einstein Recipes - Add to Cart | Einstein Recipes - Cross-sell and Upsell Products | Einstein Recipes - Post-purchase Products |
| Einstein Recipes - Content | Einstein Recipes - Add to Cart Value Threshold |
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