Chatter, the Unsung Hero of Sales Cloud Collaboration

May 7, 2015 Jiordan Castle

chatter for sales collaboration

No sales rep is an island. Though sales reps can operate independently, there is always a return to the mainland for strategy, supplies, and — at the very least — conversation. In Salesforce Sales Cloud world, that means turning to Chatter for collaborative sustenance. Though you may already trust in many of the merits of Sales Cloud, you may not know that Chatter underlies all Sales Cloud functionality. If your sales reps and support teams aren’t utilizing Chatter to its full potential, you’re severely limiting your organization’s success with Sales Cloud.

Chatter touches on everything — customer account records, opportunities, and more — and being able to connect with people and information directly from a mobile device makes a big difference in CRM adoption and usage. Here’s a look at how Chatter facilitates easier, faster collaboration right from Sales Cloud.

Cheerlead on Chatter

It’s nice for sales reps to be able to celebrate victories at work — their own, their team’s, or a colleague’s. With Chatter, you can commemorate successes like Won Opportunities, beneficial client meetings, and give shout-outs to team members who did well on a sales call.

By including a simple @mention in a post, it’s easy to make sure the right people are tagged (just like Twitter or Facebook). If you want to congratulate a colleague on a hard-won victory over Chatter, all you have to do is @mention them so that the person is alerted to your praise. Plus, the people who follow you on Chatter will be able to see it on their feeds too.

You can also recognize colleagues with different badges by giving “Thanks” on Chatter, and the post will appear on their Chatter feed. It’s a nice ego boost for the complimented party, which lends itself to an overall boost in company morale.

Attract the right audience

Much like using @mentions to alert the right people to your post, hashtags are a simple way of making sure that everyone searching for similar posts finds what they’re looking for more easily. Think about trending hashtags on Twitter; hashtags gain notoriety because they’re simple, clickable, and deliver interested parties to relevant information. On Chatter, hashtags are Topics.

An idea for senior management may be to build out Chatter groups relating to specific sales regions or accounts to ensure that relevant topics get to the right participants. And if someone navigates away from the conversation on the group’s page, the thread doesn’t have to end there. By assigning a hashtag to a particular topic, future posts stay easily searchable from the Topics page.

Another great way to get fast feedback from people is through polls on Chatter. You can provide up to ten choices and receive anonymous input from any individuals or groups you’d like.

But with all of these easily accessible interactions, many sales reps make the mistake of not following their own Opportunities on Chatter. It’s simple: as a sales rep, if you don’t follow your Opportunity, you could miss valuable input from others (especially if someone forgets to include an @mention to you in their comment). You could even miss opportunities for further interaction with that Opportunity.

And finally, making a sale can be hectic; discussing the details with colleagues doesn’t have to be. If people post relevant updates in the feed section of Opportunity records, all posts related to closing a deal are collected in one place.

Start small and scale

Because Chatter works on so many levels — for private and public information, but also socially — it’s important to define an organizational strategy surrounding Chatter early on. How will it be used? What’s the purpose? Executives, managers, end-users, support personnel, and other employees should be involved in the communication plan. Clearly define what is Chatter-appropriate (and what isn’t), educate users on proper etiquette, and encourage gamification.

Above all, aim to start small and scale with your organization. (For instance, avoid enabling feed tracking on every object or field.) Equally important to Chatter’s success—and Sales Cloud’s, similarly — is prioritizing mobile. Users need to be able to access the right people and information at a moment’s notice, and real-time communication from a smartphone or tablet helps make Chatter a more instinctual resource.

Learn more about the advantages of Chatter and upgrading your organization’s use of Sales Cloud with our ebook, How to Get the Most Out of Salesforce Sales Cloud.

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