Lost voices, aching feet, bags under the eyes… all symptoms of another successful Dreamforce! But in all seriousness, Dreamforce was exceptional this year. The conversations were top notch and there was a noticeable increase in companies exploring video for not just the Marketing Cloud, but also Sales, Service and Support. More than once we heard “you just blew my mind” in the uStudio booth. Here are just a few of those light-bulb moments:
- Demoing how video can be used in support of business processes or applications
- Seeing how video interactivity is now bi-directional. Companies are no longer just content pushers, but can drive viewers to interact with the video player to take actions such as download materials, sign-up for events or request support
- Attendees realizing that not all video should be in the public space, a.k.a. YouTube.
Companies today are left vulnerable to anyone ripping, downloading and stealing possible proprietary or sensitive information. We also heard a universal theme by Salesforce executives - companies today are moving from a world of relationship management, to a world of relationship intelligence. “When you log in [to the system] in the morning, you’re no longer just reacting to what’s on the dashboard and trying to figure out what to do next,” said Steve Loughlin, CEO of SalesforceIQ. “The system is actually intelligently suggesting what you should do.”
In fact, numerous uStudio customers are already using relationship intelligence to help their service and support teams. Based on keywords, meta tags and usage, specific videos are served up to the Service Cloud, distributed to customers, and attached to cases. This minimizes call time and increases first call resolution dramatically.
Net/net – conversations were actionable not JUST aspirational. Companies today are primed to use video whether in Salesforce or any other application to drive interaction with both internal and external audiences.