5 Ways companies can leverage Agentforce to achieve personalisation at scale

Consumers expect personalised experiences at every touch point and across all channels. Providing them with intuitive interfaces, tailored interactions, and product recommendations based on interest and behaviour signals is no longer optional. It’s a prerequisite for market differentiation. 

Agentforce can help you achieve personalisation at scale by leverating the customer data you have in Salesforce. Its fully autonomous agents can access and analyse this data, turning it into actionable insights. They will also use it to create tailored experiences at every stage of the buyer’s journey. 

With Agentforce, organisations can provide immediate, personalised customer assistance,  improve account segmentation, and tailor their marketing messaging to the needs of each audience. Plus, their insights allow marketing, sales, and service teams to overcome data silos in customer journey orchestration. 

How to use Agentforce to deliver hyper-personalised experiences

According to a global Forrester study, B2B customers seek an even higher level of personalisation than B2C customers. Most B2B respondents said they expect fully or mostly personalised content when:

• Discovering a new product or service (57%)
• Researching a company’s products or services (59%)
• Purchasing a product or service (66%)
• Using the product or service they bought (72%)
• Seeking post-sales support (68%)
• Engaging with the companies they purchased from (71%)

Unlike B2C customers, B2B customers (especially decision-makers) engage with companies across channels at both a strategic and granular level. Simply put, they use multiple platforms throughout their buying journey and within every stage of that journey. 

As an integral part of the Salesforce ecosystem, Agentforce taps into your customer data, enabling highly personalised experiences. This allows enterprises to meet or exceed the changing needs of B2B customers and drive conversions. 

That being said, here are five ways companies can use Agentforce to achieve personalisation at scale. 

Streamline product and order management

Whether you sell products or services online, you can leverage Agentforce to streamline order management. Its autonomous AI agents can assist customers with their purchases, from order modifications to shipping updates. 

Let’s say a customer recently purchased a software program from you. Agentforce can automatically suggest onboarding resources or potential add-ons and integrations tailored to the buyer’s needs. 

Its AI agents can also offer proactive support based on the customer’s data, software complexity, typical use cases, and other factors. This level of service can enhance the user experience, leading to increased loyalty and reduced churn. 

What’s more, Agentforce can address customer enquiries related to product pricing, discounts, inventory levels, and other aspects. Depending on what you sell, you can also configure your AI agent to offer custom product recommendations or help buyers choose from two or more products. 

Automate and personalise your outreach 

With Agentforce, enterprises can build AI agents capable of automating sales outreach across multiple channels and platforms. The agent will analyse the data you have on your customers, identify trends in their behaviour, and then trigger personalised outreach campaigns. 

Let’s assume your business has a tiered subscription model. Your AI agent could reach out to customers who purchased a basic plan 30 or 60 days ago (so they have become accustomed to your product) and offer a free demo of a high-tier plan. Or personalised discounts on upgrades. 

Note that Agentforce agents are fully autonomous, meaning they operate without human intervention. However, you must build and configure them to perform specific tasks. That’s where the experts at Fluido can help. 

Deliver a seamless omnichannel experience

Agentforce works seamlessly with other Salesforce products, enabling businesses to deliver personalised experiences across email, live chat, social media, and other channels. 

Its AI-powered agents can adjust the message tone, timing, and call to action to each platform and target audience. This means every customer receives personalised support, regardless of their preferred communication channel. 

As mentioned earlier, Agentforce pulls data from multiple sources to achieve a 360-degree view of the customer. 

So, if a prospect reaches out to your sales team via email and follows up on live chat, your AI agent can access the full interaction history. This allows it to provide tailored solutions or recommendations while ensuring consistent communication. 

Create personalised content 

Marketing teams can use Agentforce to generate personalised email or ad copy, blog posts, and other types of content. On a similar note, you can ask the AI to review your copy and identify areas for improvement. 

Another option is to configure the AI agent to extract key points from transcripts, podcasts, meeting materials, or other resources. To save time, repurpose these summaries into social media content or blog posts. 

If you sell products or services online, you can configure your AI agent to generate personalised promotions for customers at different stages of the sales funnel. Or you could build an agent capable of generating product descriptions or landing page content. 

Enhance lead management

Powered by Salesforce’s data analytics, Agentforce can enhance automated lead management processes, such as lead scoring, grading, and nurturing, resulting in higher efficiency and improved sales outcomes. 

Automated lead management enables sales professionals to identify high-value accounts and tailor their outreach with offers. At the same time, it allows for immediate follow-up, helping prospects get the solutions they need when they need them. 

It’s also worth mentioning that Agentforce bridges the gap between different departments by delivering clear and actionable insights. 

For instance, most salespeople don’t have time to sit and learn about marketing KPIs or the processes behind marketing campaigns. They need concise, relevant information on prospects, customers, trends, and other aspects related to their work.

Agentforce has access to this kind of information and can deliver it in a way your sales team understands. Consequently, it empowers both teams to align their strategies with customer expectations and deliver seamless experiences. 

Unlock the power of personalisation with Agentforce

With Agentforce, organisations can handle customer interactions from a centralised platform while tapping into the power of AI. This gives them a complete view of the customer journey, enabling a level of personalisation never seen before. 

Fluido, the leading Salesforce consulting partner in Europe, can help you build and deploy AI agents tailored to your needs. Its experts will review your marketing and sales goals and then implement Agentforce across the business functions where it can have the most impact. 

After setting up your agents, Fluido will customise them to incorporate the exact features you want, from automated outreach to lead management. They will also set up the workflows, train your teams, and offer proactive support to ensure you get the most out of Agentforce. 

Level up your personalisation game with autonomous AI agents. Contact Fluido to learn more about Agentforce and what it can do for your business.