Online Reputation Management (ORM) Inside Salesforce

�e Power ofOnline Reviews

86%of people will hesitate topurchase from a businessthat has negative online

reviews

85%of consumers trust online

reviews as much as recommendations from afriend or family member.

70%of complaints hope

to receive a response,while just 38% receive

one.

-

100% Nativeto Salesforce

LightningReady

Marketing Cloud

Service Cloud

- Engage with fans

- Assign cases to customer service reps- Quickly resolve issues

- Create brand loyalty

- Discover what consumers love most

- Tap into the VOC

- Auto-create cases for negative reviews

Collect Reviews Leverage AI- Single Dashboard- Aggregate Product, Location and App Reviews

- Understand Sentiment- Classify Reviews - Route to Appropriate Team

- Prioritize Reviews

- Gain Actionable Insights

- Respond in Real-Time

Manage Reviews

Einstein AI