Generative AI helps cut down on customer effort. AI analyzes data and offers recommended next steps for agents, such as follow-up questions, opportunities to up-sell, and ways to continue the engagement (for example, attaching a special offer to a customer’s profile). AI-powered chatbots deliver personalized responses to common questions. Plus, you can use AI on your website to recommend other relevant knowledge articles and content based on what a customer has already viewed on your help center.
Here’s the bottom line: creating seamless experiences will lead to a better customer effort score — not to mention greater customer loyalty, more repeat business, and stronger word-of-mouth. All it takes is a little extra effort on your part to ensure a little less effort for the people you serve. Designing and building world-class enterprise products is a delicate balance of art and business. Every day, UX designers at Salesforce do the work of closing the gap between america phone number list what our customers need and what our current product can do. In fact, UX design’s mission-critical goal isn’t just “making things look good,” it’s making hard things easy. Having core design principles to guide our team’s thinking has increased our trust in one another and led to greater successes. Product UX design principles can help you and your team, too.
Whether you’re an admin, a developer, an architect, a business leader, or a designer, discovering what people need is likely at the heart of your job. Getting to the right solution isn’t easy and, most of the time, different members of the same team may have wildly different approaches to even simple solutions. To better align on goals, the product design team at Salesforce follows three foundational UX design principles:
Meet people where they are. Learn what people actually need and build that.
Low walls, high ceilings. Make products easy by default, and more complex by choice.
Biased towards simplicity. Simpler is (almost) always better.
Dig into user experience design
Learn some basics about the process, tools, and practices for great user experience. Discover more on Trailhead, the free online learning platform from Salesforce.