Customers aren’t just looking for products or services for themselves; they additionally require more practical processes throughout the engagement lifecycle.
With exponential growth across all industries, it is vital that organizations meet these demands and provide customers with the best experience.
According to Walker’s “Customers 2020: A Progress Report,” customer experience will soon overtake price and product as the key influence on customers’ purchasing decisions, and 86% of buyers will be willing to pay more for a better customer experience.
This is in line with Gartner’s prediction that by 2022, two-thirds of all customer experience projects will make use of IT, up from 50% in 2017. How an organization delivers is becoming just as important as what it delivers.
These statistics indicate that an organization’s customer relationship management (CRM) software needs to deliver a richer, faster, and more efficient user experience and help bring innovative new applications to the market for a more prominent upper hand.
Did you know that more than 50% of customers would be willing to pay more for a better and smoother customer experience?
This shocking statistic means that retaining old customers and acquiring new ones is highly dependent on how a business interacts with its customers.
However, under 1% of organizations are equipped for estimating their customer engagement.
One of the main reasons that a business misses the mark to connect with its customers is because it cannot accumulate and use data that can provide information to develop and launch effective customer engagement strategies.
An intelligent platform that enables companies to collect this data and explore innovative ways to connect with customers is the answer to this problem.
In Salesforce, Lightning is one such platform.
For those new to this platform, Salesforce Lightning is essentially a set of tools and technologies developed in the Salesforce UI Framework that consists of a set of modern user interfaces optimized for speed and aesthetics.
Not only does it reveal customer engagement insights, but it’s also a complete package to recuperate and launch an athletic customer engagement program for your company.
The Salesforce Lightning experience is a modern, fast, and intelligent user interface based on proven technology from the Salesforce1 mobile app.
It combines the Lightning Designing System (LDS), Lightning App Builder, and Lightning components to build modern business apps.
The Salesforce Lightning experience is a productive, state-of-the-art user interface designed for sales and support teams in Salesforce.com.
Salesforce Lightning Experience Features
The sales team can close more deals and sell faster and smarter, and the support team can close a case more quickly using various Salesforce Lightning tools and components.
Recently, the use of mobile devices has increased dramatically and has led Salesforce users to work on their mobile phones.
Sales reps now use their cell phones to find potential customers, get details of nearby customer offices, connect socially with their customers, and considerably more.
Therefore, Salesforce synchronized the Salesforce Lightning Experience desktop with Salesforce1 mobile.
- Lightning Salesforce is a cutting edge, quick, and smart UI.
- It was developed with an entrepreneurial mindset, zeroing in on helping salespeople work all the more normally consistently.
- With Lightning Experience, Salesforce users will benefit from an intuitive and intelligent user interface.
- Lightning Experience is built on proven technology from the Salesforce1 mobile app.
Salesmen can utilize mobiles to enter customer details like log tasks and notes after customer meets, generate reports and dashboards, etc. Salesforce Lightning Experience brings all of these mobile features to the desktop web browser.
The new Lightning Path in Salesforce Lightning guides agents through the means of a cycle; for example, chipping away at an open door from a new lead to finalizing a negotiation.
At each progression, Lightning Path enables the team to succeed with explicit guidance and resources.
Lightning snap-ins are one of the main components for Service Cloud clients. Snap-ins encourage ventures to rapidly facilitate customers’ uphold legitimately into their applications and pages.
With Lightning, snap-ins service agents can contact the customers right where they are, personalize service delivery, and connect the customer journey.
With the Kanban view, salespeople can effectively manage opportunities. Appeared as a visual summary of records in a rundown view, it shows an overview of all on-going tasks and also allows you to effortlessly sort, summarize, filter, and move opportunities.
Users can quickly create tasks and events without leaving the view. Kanban view can be utilized as a workspace.
Better Security Support
The Lightning Locker service is a security architecture for Lightning components introduced by Salesforce in 2016. Lightning Locker enforces security by encapsulating each Lightning component in its own container and allowing developers to control admittance to APIs and system internals.
Lightning Platform: Innovation via Components
To improve customer activity today, building mobile apps is the need of the hour, as it allows companies to personally interact with customers (personalizing responses).
The salesforce1 mobile app helps customers deliver a pleasant Lightning experience.
One of the Lightning Platform’s most notable features is its drag and drop (D&D) library pressed with customizable components that encourage creativity and innovation.
In addition, standard and custom components can be aligned with AppExchange components to build applications more quickly.
No More Developer Console
Last but not least, the days of developer console work are long gone. In the past, project teams had to back up metadata code every day to ensure it wouldn’t be lost because of a mixed-up sandbox invigorate.
Today, Salesforce promotes repository-based development that allows developers to create components on their local drive and then submits their code to the Salesforce repository, scratch org, or Salesforce org.
Developers now have a lightweight open source “Visual Studio Code” IDE provided by Microsoft and can use Salesforce DX, where each developer can create their own development org (called a temporary org) and work autonomously.
Web developers interested in transitioning to Salesforce can now transfer many more of their skills to the Lightning platform.
With the introduction of LWC, Salesforce makes it much easier for customers and partners to accelerate their project developers, enabling them to provide better service and paving the way to achieve their own revenue goals.
Lightning + Salesforce Einstein promises business advantage
The development and application of artificial intelligence are growing exponentially in all sectors. Lightning is capitalizing on this trend with Salesforce Einstein, a set of features that have the potential to take the guesswork out of business processes.
Some of the latest innovations from Salesforce Einstein include Einstein Lead Scoring, Einstein Opportunity, and Account Insights, Einstein Journey Insights, Einstein Recommendations, and Einstein Vision.
When fully integrated with Lightning Experience, Salesforce Einstein can improve lead scoring and opportunity perceptions and save time with its activity capture feature.
Salesforce Einstein can be used in the areas of sales, services, marketing, apps, communities, analytics, and commerce.
Best Practices and Considerations
While Salesforce provides the tools, framework, and guidelines necessary to implement Lightning Experience, we always recommend that you follow these best practices for a smooth and successful transition:
- Know your users and their needs. Group them and prioritize them according to their functions, objectives, and motivations.
- Spend time understanding applications and identifying areas, pages, and clicks that can be automated and/or enhanced for better productivity.
- Embrace simplicity by showing only the fields absolutely necessary to meet the needs of a particular person.
- Take advantage of Lightning features to enrich and personalize the user experience.
- Organize the components according to your business needs so that they can be used and reused in other applications with similar functionality.
- Develop components compatible with the Locker service to protect valuable data and other resources.
Participate in initial and ongoing communication with end-users, which is essential for smooth adoption.
Enriching the user experience is an ongoing and evolving process, which means that as solutions mature, their impact on the business will become deeper and deeper.
Therefore, there’s no better time to include optimizing customer and user experiences in your strategies to streamline processes, drive profitable growth, and transform operations.