TurnTo announces MultiCloud Support for Salesforce. With TurnTo MultiCloud Support, businesses that use Salesforce Marketing Cloud and Service Cloud—in addition to Commerce Cloud—can easily integrate TurnTo’s Customer-Generated Content applications across the full Salesforce suite, increasing value, simplifying business processes, and reducing costs.
While Customer-Generated Content (CGC) applications are often thought of as solely the domain of eCommerce, when used fully, they also play critical roles in both the marketing and service functions.
To address this opportunity, TurnTo is introducing a collection of integrations to these Salesforce clouds, as well as to third-party tools in their ecosystems, which enable easy, bi-directional data and workflow connectivity. These integrations help businesses that have committed deeply to the Salesforce universe to maximize value from that investment.
“Salesforce Commerce Cloud is already TurnTo’s number one eCommerce platform,” said George Eberstadt, CEO of TurnTo. “With MultiCloud Support, we are aligning to the priority that Salesforce and their top system integrators are placing on customers using the full Salesforce cloud suite. Unlike siloed applications that live within a single cloud, our customer content tools naturally touch on many business functions. Now, our MultiCloud capabilities make it easy for Salesforce enterprises take full advantage across all their business functions.”
Integration to Salesforce Marketing Cloud:Product reviews and customer-generated images provide a low-cost, high-value, high-volume stream of authentic content for use in all sorts of campaigns, from advertising to social to both mass and triggered emails. Now, TurnTo will make it easy to include elements like star ratings, featured reviews, or customer-generated photos in these campaigns, personalized and at scale, through integrations with Salesforce Content Builder and Movable Ink.
Customer-Generated Content applications also provide a powerful way to collect customer profile information, useful for everything from targeting and personalization to identification of brand fans who can be enlisted as ambassadors and influencers.
These data will now be available to enrich customer profiles within Marketing Cloud through optimized feeds and in real-time through a webhooks API.
Integration to Salesforce Service Cloud:
Customers often use the communication channels provided by product reviews and Q&A applications to ask for help or to express views requiring a response. Good customer service requires fast, knowledgeable responses, at scale.
Now, through a partnership with Reputation Studio, Salesforce enterprises can use their Service Cloud ticketing system to easily engage their customer support teams for this purpose. A real-time, bi-directional integration with TurnTo turns product reviews and shopper questions directly into SFSC tickets and then pushes responses and answers back to the TurnTo system for publication as well as sending them directly to the shopper.
Further, brands will be able to manage, in a single, unified console, the tasks of responding to reviews and answering shopper questions across all retail channels that sell their products, including Amazon and retailers using the Bazaarvoice platform.