Item: Salesforce Agentforce Marketing
Rating: 8
Author: Juan Pablo De Sabato

Overall Satisfaction with Salesforce Marketing Cloud Social Studio

Use Cases and Deployment Scope

We use Salesforce Marketing Cloud Social Studio to interact with customers in social media. The Digital Marketing team also uses Salesforce Marketing Cloud social Studio as a post schedule and monitoring tool, as well as tracking different KPI's regarding brand reputation, benchamrking with other competitors, influencers performance, etc.

Pros and Cons

Pros

Filter relevant content so you can priorize those that are more relevant and resolve it first
Measure the traffic in the different social networks, as well as the response rate, average response time and other relevant metrics
Configure automation rules to order the work of those who must interact with the customer

Cons

Better reports on the performance of agents in charge of customer interaction
Improve some instagram features, i.e., tags on stories, reels, etc.

Return on Investment

Automation of tasks like content priorization, asignation, etc.
Colaboration between Marketing and Customer Service areas, given the posibility to share the same workspace ande asign relevant content between users of each area.

Alternatives Considered

Hootsuite

Both products have a very similar approach on the Engagment part. At least at the time we used Hootsuite, it didn't had integration with Instagram, so that was a big win when we changed to Social Studio. Also, the automation tools of Social Studio were a great diferential in every day work.

Key Insights

Do you think Salesforce Agentforce Marketing delivers good value for the price?

Not sure

Are you happy with Salesforce Agentforce Marketing's feature set?

Yes

Did Salesforce Agentforce Marketing live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Agentforce Marketing go as expected?

Would you buy Salesforce Agentforce Marketing again?

Yes

Other Software Used

Microsoft Teams, Microsoft 365

Usability

While the product delivers what it promises, it doesn't meet all of a contact center's needs, in terms of performance measurement and employee productivity.The product is intended for digital marketing and community management, not for customer service.

Support Rating

Support is english only, so it was very difficult to resolve some of our needs.

Likelihood to Recommend

Salesforce Marketing Cloud Social Studio is a very good option for publishing administration, following digital marketing campaings performance and results, social listening an monitoring your brand image in social media and other digital media. It has good features for engagement, but falls a little short for customer service. I'm surre it would work much better integrated with Salesforce as a CRM, but we use another CRM platform and it was not possible to integrate.

Comments

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Salesforce Marketing Cloud Social Studio, good product for digital marketing, not so much for customer service

Software Version