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Digital Engagement
Deliver 24/7 resolutions by combining human expertise with AI-driven support. Build AI agents once and deploy them across any channel, language, or use case. Give service teams the right context by breaking down silos with Salesforce. Unify channels, data, and departments to create personalized experiences at every touchpoint.
Say hello to Agentforce for Service.
Reduce costs with an autonomous agent assisting your customers across channels anytime using conversational language tailored to your brand’s voice.
What can you do with your new digital engagement software?
Reduce costs by scaling with AI agents and humans working together across channels and departments. Deliver better customer experiences and drive lasting loyalty.
Meet customers where they are — anytime, anywhere.
Don’t put your customers on hold. Meet them on their preferred channels - from your website, mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, and more. Effortlessly scale 24/7 support with Agentforce and resolve cases faster by automating answers to common questions and business processes.
Scale real-time communications with bulk text messaging — from order status updates to appointment confirmations and payment reminders. Go from reactive to proactive service by getting ahead of emerging issues (from shipping delays to service outages) with timely alerts and notifications.
Expand your reach by extending the power of Digital Engagement to almost any third-party channel with out-of-the-box integrations and APIs.
Create seamless experiences across every touchpoint.
Turn one-way marketing into two-way conversations on WhatsApp and SMS. Run targeted campaigns that instantly connect engaged customers to AI agents or service reps. Connect marketing and service teams together to deliver a consistent brand experience across every touchpoint.
Accelerate sales cycles with personalized, 1:1 SMS messages that build trust and engagement. Boost speed to lead with automated outreach to schedule meetings, share timely offers, and keep conversations moving. Align sales and service on a unified platform that captures every customer interaction across channels and departments in your trusted CRM.
Turn browsers into buyers with seamless, scalable shopping experiences across every channel—chat, SMS, WhatsApp, and beyond. Elevate the entire shopper journey, from discovery to purchase to post-purchase support, with AI agents that seamlessly escalate to human reps when needed. Drive higher conversions and order value with personalized product recommendations, instant answers to product questions, and targeted upsell opportunities. Enhance self-service by instantly managing warranty claims, processing returns and exchanges, and resolving shipping and delivery issues.
Empower service teams to deliver omni-channel support.
Intelligently route work from any channel to the right person for the most efficient resolution based on skill set, availability, and capacity. Automatically route work items to the most available and qualified queues and service rep to assist customers more effectively and close cases faster.
Boost productivity by giving service reps a unified workspace to manage customer interactions seamlessly across all channels. Use AI to help reps resolve cases faster through intelligent recommendations, smart replies, and streamlined case wrap-ups powered by customer conversations, case details, and knowledge articles.
Optimize performance with real-time dashboards that give supervisors a unified view of contact center operations across AI agents and human reps. Track critical metrics like first call resolution, average handle time, and customer sentiment across all channels. Proactively detect and resolve issues to exceed SLAs and deliver a better customer experience.
Take a tour of the #1 AI CRM for service.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Enhance your digital customer engagement solution with these related products.
Contact Center
Drive efficiencies and case resolutions faster with AI, automation, and Omni-Channel support.
Salesforce Voice
Reduce call volume and speed up call resolution by uniting cloud telephony and Salesforce CRM.
Customer Service AI
Use conversational, predictive, and generative AI to deliver personalized service and reach resolutions faster.
Scale Service for Financial Services
Scale customer service in financial services with automation and AI, and move common interactions to low-cost self-service.
Digital Engagement Pricing
Start by selecting your Service Cloud edition. Some editions already include these capabilities right out of the box. For the others, you can easily add these products.
Digital Engagement
Reach customers across every digital channel.
$
75
USD/User/Month
(Billed annually)
- Chat for Web or In-App
- Messaging (SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, Bring Your Own Channel)
- Einstein Bots
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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Digital Customer Engagement FAQ
Digital customer engagement software enables your business to engage with customers on the phone, on your website, or on your mobile app in real time. The best digital customer engagement software is built directly into your CRM with artificial intelligence, chatbots, automation and workflows, self-service help centers, knowledge bases, and omni-channel routing.
Digital customer engagement software offers your customers an instant and convenient channel for customer support. It offers benefits such as increased first contact resolution, reduced operational costs, better customer retention rates, improved agent efficiency and productivity, and increased customer satisfaction.
Digital customer engagement software enables real-time support between businesses and customers across channels — allowing customers to connect instantly to a chatbot or agent.
Businesses of any size and industry can benefit from digital customer engagement software, including businesses in ecommerce, financial services, travel and hospitality, software and cloud services, healthcare, telecommunications, and media.
Digital customer engagement and live chat software improve customer retention by providing quick, personalized service. Live chat enables real-time conversations, allowing businesses to address customer issues and questions instantly. These positive and efficient interactions make customers feel valued and lead to stronger brand and customer loyalty.