Leveraging Einstein Analytics in Salesforce to Build Customer Loyalty

Salesforce Einstein for Commerce solutions provides powerful artificial intelligence capabilities to help personalize your shopper experience- building loyalty, increasing conversions, and driving profits.

Personalized site experiences are becoming a consumer imperative rather than a nice to have and brands that get it right are seeing exponential growth in conversions and brand loyalty.   According to Think with Google, 61% of people expect brands to tailor experiences based on their preferences. 

Top reasons for consumer frustration included:

• Receiving an offer for a recently purchased item

• Receiving offers that are not relevant

• Failing to be recognized as an existing customer

Providing effortless, tailored brand experiences allow you to delight your buyers with products that they want, quickly. Brand personalization is best achieved through artificial intelligence, and for Salesforce Commerce Cloud users, curating the shopping experience for each customer has never been easier. 

Salesforce Einstein is the first comprehensive AI for the Salesforce ecosystem. It’s baked right into the Salesforce platform, which means every application can use its features. Unlike traditional AI, Einstein doesn’t require a team of data scientists, data preparation, or integration. Instead, Einstein uses your existing pool of commerce data, and interprets the information for you. In this blog post, we will explore the features of Einstein for Commerce, which personalize the customer’s shopping experience, improve the merchant’s understanding of purchase behavior, and most importantly—grow revenue. 

Salesforce customers see 26% higher AOV with shoppers who click on Einstein-powered product recommendations.

Product Recommendations & Predictive Sort

Einstein product recommendations and predictive sort are the future of online shopping. These features deliver highly relevant product recommendations tailored to online shoppers - whether they are authenticated or not.  

 Product recommendations use machine learning and predictive intelligence to make sure the customer is only seeing what they are interested in. Whether the customer is a guest or has an account with the web site, Einstein is able to suggest the most relevant products for a consumer throughout their shopping experience. These recommendations save the shopper time, keep them engaged, and most importantly, encourage purchases. 

 Predictive sort allows brands to curate which products are shown on every part of the web site, from each category page to every search result. Einstein uses predictive intelligence to ensure that customers are only seeing everything they love, and nothing they don’t. Because who wants to scroll through hundreds of irrelevant products just to find the few they’re interested in? 

 Einstein isn’t just about maximizing your brand revenue. The level of personalization this AI achieves will strengthen your brand’s relationship with the customer. A site that understands the tastes and preferences of each visitor will further the shopper’s connection with the brand.

 Search Recommendations

Search Recommendations are an intelligent, personalized form of type-ahead search. Einstein analyzes each customer's shopping and browsing history to determine which search terms they use most frequently. Once the customer enters the site and makes a search, Einstein automatically guides them to the most relevant search term and product they are looking for. 

The longer a customer has to search for a product, the less likely they are to buy it. Search Recommendations ensures that your customers find the products they are looking for as quickly and easily as possible.

 Commerce Insights

Einstein Commerce Insights provides merchandisers with a valuable tool for understanding purchasing behavior called the Shopping Basket Analysis Dashboard. With this tool, merchandisers can specifically select any item from their inventory and they will be presented with valuable insights such as which products are commonly purchased with that item. With these insights, merchandisers can understand which products should be presented together to the customer in order to encourage co-purchasing, and to yield the greatest return.  

 Einstein Search Dictionaries

Einstein Search Dictionaries is a new and highly evolved assistant for a retailer’s keyword list. This tool ensures that customers are not coming up empty-handed in their searches, even if they spell the product’s name wrong or use words that don’t match any item on the site.  

 Normally, if retailers wanted to add to their keyword list they had to guess which terms would be useful to customers. Einstein Search Dictionaries solves this problem. It analyzes every search term used on the site that is not yet on the keyword list and makes recommendations, such as synonyms, to add to that list. This saves the retailer time and frustration that goes into creating a diverse keyword list. 

 Shoppers are no longer disappointed because they can’t find the product they are looking for. Retailers never miss out on a sale because their list didn’t include a specific search term. It’s a win-win for everyone. 

Conclusion:

Einstein for Commerce is the key to creating a shopping experience that is curated to each customer’s personal interests. Unlike traditional personalization AI, Einstein doesn’t require any integration or data preparation to access and analyze the data in your B2C Commerce, and the results are easy to interpret. Einstein is a new layer of the Salesforce platform, so it can be used by every application. Brands can use it to create a seamless, personalized experience across all of its platforms. 

 Einstein provides powerful insights that helps you increase cart sizes, average order value (AOV), and revenue. With all the data at their fingertips, merchandisers can tailor promotions, content, products, search results and delight customers with the most relevant, profitable products.  The result is increased cart sizes, average order value, revenue, and loyal customers.  

No matter what industry you’re in or what role you fill, you can take advantage of AI to save time and focus on what has always been most important—connecting with the customer.