Your Experience Cloud site gives you a web presence and helps you connect your business to the people who need it—both inside and outside your company. Generate excitement, awareness, and traffic for your site with a promotional plan, and consider how to measure adoption of your site when it’s live.
Required Editions
| Available in: both Salesforce Classic and Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions |
Why Is This Important?
You want to create a good site that creates value for your business and your customers. Start by having a solid plan for site rollout and measuring what success looks like for your company.
First define your site purpose and vision and map the customer journey and drive engagement.
What Should You Keep in Mind?
All your hard work to plan and build your site culminates with a site launch! When you plan for a successful site rollout, consider how to:
- Promote your site internally and externally.
- Measure adoption success based on key performance indicators and business goals.
Promote:
Get the word out to your internal audience and external customers when your site goes live or has new offerings. A promotional plan helps you gather your thoughts, tie back to your site vision and purpose, and prepare for communicating the growth of your site over time.
Create a promotional and marketing plan for every phase of growth.
- Generate excitement and promote your site internally by letting employees know that you’re launching.
- Use existing promotional channels such as other websites, social media, Slack, YouTube, and email to communicate with customers.
- Consider creating a 2–3 minute video to generate excitement and direct traffic to your site.
Measure:
As part of your engagement and adoption planning, think about how you can measure success.
- Choose success metrics that are important to your site’s purpose and tie them to your overall business goals and key performance indicators.
- Think about which business processes are important and what you’re looking to improve.
- Consider how to measure your return on investment with Salesforce or third-party analytics tools.
Define how to measure success for your business and use case. Here are some examples of use cases.
- For a self-service help portal, success could include an increase in site traffic along with a decrease in customer service calls and support costs.
- For an account management portal, measure how many new customers sign up and how many customers you retain within a time.
- Consider asking your site visitors to periodically take a customer satisfaction (CSAT) survey. Ask them directly how they feel about your site, and evaluate the responses and scores over time to identify trends.
Check out this video to learn more about promoting your site, and measuring its success.
