Northstar CRM Consulting

Knowledge-Centered Service (KCS) isn’t just a buzzword; it’s a strategy for embedding knowledge sharing into your organization’s culture. When paired with Salesforce tools like Knowledge, Experience Cloud, and automation, KCS principles can help you create a dynamic knowledge ecosystem that reduces service costs, improves customer experiences, and boosts team productivity. Want to know how to make it work for your organization? Read more!

💡 Pro Tip for Setting Up Salesforce Service Cloud Did you know you can use Salesforce’s Omni-Channel Routing to automatically assign cases to the right agents based on their skills, workload, or location? This feature ensures faster response times and enhances customer satisfaction by getting customers to the right person, the first time. 👉 To set it up, head to Service Setup > Omni-Channel > Routing Configurations. Let us know how this has improved your customer support!

Customers today demand choice, speed, and personalization. Integrating service channels like phone, email, chat, SMS, and social media into Salesforce allows businesses to meet those demands while streamlining workflows and capturing critical data. Learn why integration is key and how to overcome challenges to build a customer-centric organization.

Knowing your customers is paramount when it comes to creating unique or engaging customer experiences. It's the eternal promise of all brands but not everyone executes it successfully. This week we explore how AI is being leveraged to help businesses understand their customers better. #CustomerRelationshipManagement #CRM #CustomerSuccess #CustomerExperience #ClientEngagement #CustomerRetention #CustomerService #Sales #Marketing #BusinessDevelopment #CustomerLoyalty #CustomerSatisfaction #ClientRelations #CustomerEngagement #CustomerInsights

🔮 The future of CRM is squarely centered on AI. But AI isn’t just about technology—it’s about relationships. Tools like Salesforce Einstein are giving businesses the power to anticipate customer needs, personalize interactions, and build loyalty like never before. But here’s the challenge: as AI becomes more sophisticated, how do we maintain the human connection in customer relationships? Our take: AI and humanity must work hand in hand. Let AI handle the tasks, so humans can focus on the heart of customer engagement. How? 🔎 Leverage AI to boost productivity or uncover insights so that employees have data at their finger tips. 📨 When using a generative AI tool that creates texts like responses or email templates, train teams to review that template before sending it out. 💪 Empower teams to understand how the AI automation works and where it's pitfalls are so they can help humanize the automation. What’s your perspective? How do you balance AI with a human touch in your CRM?

HubSpot's AI tool is called Breeze because it's a breeze to use and is powerful enough to help you leverage your CRM Data. Much like Salesforce's Einstein, HubSpot's Breeze can... 🔎 Summarize records in your CRM. 💪 Help you qualify leads and opportunities by automating account research. 👩💻 Prep for sales calls by personalizing your pitch to the client with tailored prompts for your business. However, what matters more is how you leverage the AI and not necessarily what features you have at your disposal. ... 👋🏼 Hi - I help small business scale their customer service with my 30-Day CRM quick-start program. Let's talk.

📉 Did you know? Businesses lose an average of $1.6 trillion annually 🫢 due to poor customer service (Forbes). With AI tools like Salesforce Einstein providing predictive analytics and automation, companies can address issues proactively—reducing churn and improving customer satisfaction. 💡 The takeaway? Prioritizing AI in your CRM isn’t just smart—it’s essential to staying competitive in the experience economy. But where to start? ⚡ Connect your service channels to omni-channel and automatically route cases to agents for faster responses. 📚 Set up a knowledge base that answers that top 10-20 questions frequently asked by your customers. 🤖 Use an enhanced chatbot that leverages your knowledge base to help answer common questions through NLP and Article Recommendations. For some advanced customization leverage the chatbot to get details about the problem or question and then hand off to an agent where the problem can be resolved more quickly. Some questions can't be answered through an automation and a human must do something for your customer. ☝️ This approach requires training and change management with your service agents as they will need to review the transcript and records before providing a response. Having the agent continue with the troubleshooting can be frustrating to your customer and this should be avoided. ... 💡 Want to learn more about how automation can reduce costs and boost efficiency? Get tips and tricks from my blog: https://buff.ly/4fkZsPQ

🌟 One company reduced customer churn by 30% after implementing Einstein’s predictive analytics to flag at-risk customers. Real-world AI Impact: Salesforce Einstein How? They used the insights to offer tailored solutions before dissatisfaction grew. This proactive approach not only retained customers but also increased lifetime value. Einstein can watch for trends in your data like adoption metrics of your product, open rates of your marketing messages, or other factors that might indicate flagging interest. Alerting your Sales Reps to this decrease in engagement can help them spot the problem before it becomes entrenched. 📨 Have Einstein Draft Emails that put your best foot forward when responding or following up with clients. 🗒️ Einstein can synthesize your call notes and provide a quick summary to reveal insights into your conversations with customers. 🎯 Personalize your close pitches seamlessly by generating a close plant that is tailored to your specific client. 🔎 Automate your lead and account research by summarizing records already in your CRM. Imagine what AI-powered insights could do for your business! ... 👋🏼 Hi - I help small businesses scale their CRM efforts with my 30-Day quick-start Sales Cloud program. Let's talk.

🤖 AI-driven chatbots are transforming customer support, but is their reliability assured? Natural Language Processing in CRM systems empowers chatbots to interact with clients around the clock, efficiently resolving problems and providing answers. For example, Einstein Chatbots utilize NLP to deliver conversational platforms that enhance communication and cut down on response times. However, without integrating your data into the AI, the responses may lack the precision needed to be beneficial. Grounding is the method of embedding your data into a large language model, which aids in producing more precise outputs. Salesforce Einstein can be integrated with your CRM data to generate more accurate forecasts and improve recommendations. Salesforce offers a built-in solution known as Service AI Grounding. Navigate to Setup > Service AI Grounding > activate. Then, choose Knowledge or Case fields, allowing Einstein for Service to utilize those fields to customize its replies. ... Find this tip helpful? I'd love a repost. ♻️

💡 What if your CRM could predict your customers’ next move? Everyone knows what they would do if they could predict their customer's behaviors and companies spend millions annually on consultants trying to do this with their data. Companies use predictive analytics powered by AI to analyze historical data and forecast customer behavior. Salesforce Einstein does this exceptionally well—empowering sales teams to focus on the right opportunities at the right time. Here are some ways you can leverage Salesforce Einstein: 📖 Article Recommendations Save agent time with Einstein Article Recommendations. In a few clicks, build a model that recommends relevant knowledge articles to solve customer cases. 📁 Case Classification and Wrap Up With Einstein Case Classification and Einstein Case Wrap-Up, remove the guesswork from completing case fields and resolve cases quickly and consistently. 📈 Sales Cloud Einstein Einstein helps you identify the best leads, convert opportunities more efficiently, and retain customers with ease. ... 💡 Want to learn more about how automation can reduce costs and boost efficiency? Subscribe to my blog and learn how easy it is to set up Salesforce Service Cloud.