• Emily Malone

Why Salesforce Communities aren’t just for your customers

Today’s business world demands that companies like yours engage and empower a broad ecosystem of customers, employees and partners. However, today’s primarily customer-facing technology often doesn’t help us out with that.


  1. Websites are not branded or interactive

  2. Portals are not mobile or personalised

  3. Social media communities are not connected to business processes

Essentially, it’s hard to get everyone in one easily trackable place.

With Salesforce Community Cloud, you can really educate and engage the people who are responsible for your business’ success by creating personalised, connected communities — dead fast.

“Within communities we see our customers transform into ambassadors.” — Alexandre Ricard, CEO

Customer Communities

You can get customers helping each other and themselves out with self-service communities. They’re also able to give feedback directly to you, and if they feel like it,  share their enthusiasm for your brand and product with each other.

This means your service agents can listen to and concentrate on the most complex and impactful issues according to your customers, helping your business build deeper relationships with direct customer interaction.

Teamwork makes the dream work

You can create branded Employee Communities that allows employees to find the information, experts, and apps they need to feel engaged and productive.

They’re like having all your team members sat around a table, sharing ideas and discussing whatever they want with each other, with customers, and even with your suppliers.

This helps to speed work up whilst promoting your business’ culture and building a sense of community.

Partner Communities

As an example, Salesforce uses the Partner Community to connect to more than 26,000 of their partners, and the community is now the primary resource for all Salesforce partners.

Within the official Partner Community Chatter group, Salesforce partners can ask questions, engage with each other, receive real-time alerts, stay updated on the latest releases, and much, much more.

If the partner’s question isn’t answered by another peer or a knowledge base article, that partner can create a support ticket for additional help, without having to leave the community.

Actually, you can build a community of anything, really.

Collaborate with agencies, suppliers, and vendors, and connect patients, students, alumni, retail locations, or job applicants. In fact, anyone who is important to your business success can use communities to keep up to date, engaged, and empowered.