Intercom vs Salesforce
Last updated: October 05, 2018
Customer messaging platform which allows businesses to communicate with prospective and existing customers within their app, on their website, through social media, or via email.
Most-popular CRM. Easy collaboration. Proven cloud platform. Salesforce.com offers everything you need to transform your business into a Social Enterprise, so you can connect to customers and employees like never before. With no software or hardware to install, you're up and running—and seeing a positive impact on your business—quickly.
Intercom vs Salesforce in our news:
2018 - Salesforce allows to enter data to CRM via voice
Sales managers love to talk. In fact, talking is their job. But when it comes to entering customer data to CRM system, they have to type. Salesforce wants to save salespeople from such a cognitive dissonance. New feature - Einstein Voice - allows to enter data into the system using natural speech. Imagine, when getting behind the wheel, you simply launch the mobile app and talk to virtual assistant: "I just met John Smith. He is interested in buying, but asked to call him in a week ...". And the virtual assistant gently adds a note to this customer history in CRM. But Salesforce should do something with personality of their virtual assistant. It looks wrong to force Einstein to perform such simple tasks.
2018 - Salesforce released new product - Customer 360
Customer 360 is a new software pulls the various customer data pieces together into a more unified view from the Salesforce product family. It is based on the technology from Salesforce's $6.5 billion Mulesoft acquisition.This should in theory allow the customer service representative talking to you on the phone to get the total picture of your interactions with the company, thereby reducing that need to repeat yourself because the information wasn’t passed on. The idea here is to bring all of the different products — sales, service, community, commerce and marketing — into a single unified view of the customer. And they allow you to do this with actually writing any code, according to the company.
2018 - Salesforce simplifies phone sales
Salesforce unveiled some updates to its core Sales Cloud with an emphasis toward automation and integration. For starters, the company wants to simplify inside phone sales, giving the team not only a list of calls organized by those most likely to convert, but walking them through a sales process that’s been defined by management according to what they believe to be best practices. High Velocity Sales is designed to take underlying intelligence from Salesforce Einstein and apply it to the sales process to give sales people the best chance to convert that prospect. That includes defining contact cadence and content. For calls, the content could be as detailed as call scripts with what to say to the prospect. For emails, it could provide key details designed to move the prospect closer to sale and how often to send that next email. Once the sales teams begins to move that sale towards a close, Salesforce CPQ (configure, price, quote) capabilities come into play. That product has its roots in the company’s SteelBrick acquisition several years ago, and it too gets a shiny new update for Dreamforce this year.
2018 - Salesforce introduces Integration Cloud on heels of MuleSoft acquisition
One week after MuleSoft acquisition, Salesforce unveils Integration Cloud, based on the acquired technology. The Integration Cloud itself consists of three broad pieces: The Integration Platform, which will eventually be based on MuleSoft; Integration Builder, a tool that lets you bring together a complete picture of a customer from Salesforce tools, as well as across other enterprise data repositories and finally Integration Experiences, which is designed to help brands build customized experiences based on all the information you’ve learned from the other tools. For now, it involves a few pieces that are independent of MuleSoft including a workflow tool called Lightning Flow, a new service that is designed to let Salesforce customers build workflows using the customer data in Salesforce CRM.
2018 - Salesforce is buying cloud integration provider MuleSoft
Salesforce will buy MuleSoft in a deal valued at $6.5 billion. The CRM giant was interested in MuleSoft for a long time. With 1,200 customers, it gives Salesforce a mature company to add to its arsenal. It also gives them an API integration engine that should help the company access data across organizations, regardless of where it lives. This is particularly important for Salesforce, which tends to come in and work with a company across enterprise systems. As it builds out its artificial intelligence and machine learning layer, which it has branded as Einstein, it needs access to data across the company. A company like MuleSoft gives them that. But of course Salesforce gets more than tech with this purchase, which it can integrate into its growing family of products. It also gets major customers like Coca-Cola, VMware, GE, Accenture, Airbus, AT&T and Cisco.
2018 - Salesforce launched CRM for small business - Essentials to take on Base CRM
Salesforce hasn’t had much of a presence in the very small business market to date. Neither has many of its CRM competitors. This is a market where many companies use Microsoft products—Outlook and Excel—rather than a purpose-built CRM offering. Cost has been an important consideration for this. So, however, has been familiarity and ease of use. Priced at $25 per user, per month, the new product Salesforce Essentials contains core CRM components like Einstein Artificial AI to help customers work smarter, and includes the Salesforce Trailhead online learning environment to make their experience easier. Essentials customers also qualify for the promotion announced Monday stemming from Salesforce’s new relationship with Google. This would give them three months of G Suite by Google Cloud at no cost. Thus Salesforce provides more affordable pricing than Base CRM
2018 - Salesforce acquires enterprise e-commerce startup CloudCraze
Salesforce is set to buy CloudCraze, an enterprise e-commerce solution built on its cloud-based customer relationship management platform. With the addition of CloudCraze to the Salesforce Commerce Cloud, Salesforce and its customers can now take advantage of this shift to digital commerce, enabling business buyers to browse and purchase online as easily as consumers shop today. CloudCraze is the second Salesforce acquisition to be announced so far this year (following Attic Labs in January). The conclusion is that Salesforce gets better e-commerce functionality compared vs Hybris
2018 - Salesforce added automated query building feature in Einstein Analytics
Salesforce introduced a new feature to Einstein Analytics Conversational Queries. It recognize the most common phrasing as you’re typing, providing an automated way to build queries and access data. With Conversational Queries, users can type phrases related to their data — such as “show me top accounts by annual revenue” or “rank accounts decreasing by annual revenue and billing country” — and instantly view answers in automatically configured dynamic charts. By putting the queries into plain language, helping you build the query automatically, then building the charts based on the automated phrasing, it puts the ability to access analytics into more hands. The conclusion is that Salesforce is now more intelligent than SharePoint
2016 - Salesforce adds messaging to Service Cloud. Desk.com should better react
Salesforce launched LiveMessage, a tool that helps customer service reps manage messaging traffic just like any customer interactions in Service Cloud. It supports SMS/MMS and Facebook Messenger, but over the next year the company expects to add support for other message apps, as well. This new functionality is built with technology that came from the HeyWire acquisition in September. All of the message traffic, regardless of the tool, appears in a tabbed view in Service Cloud, just as it does with phone or web chats.
2016 - Salesforce wants to block Microsoft acquisition of LinkedIn to slow down Microsoft Dynamics 365
Friendship between Salesforce and Microsoft lasted only two years. Just a couple of years ago Marc Benioff and Satya Nadella made selfies together and were best friends forever. But then Microsoft betrayed the friendship. First they announced Dynamics 365 - the combined CRM/ERP cloud system, that will soon become the direct rival to Salesforce. And then Microsoft acquired LinkedIn - the professional social network. So now Salesforce is forcing US and European anti-monopoly authorities to attentively review the deal, because it "threatens the future of innovation and competition". "By gaining ownership of LinkedIn’s
unique dataset of over 450 million professionals in more than 200
countries, Microsoft will be able to deny competitors access to that
data, and in doing so obtain an unfair competitive advantage" - Benioff says.