Boosting Retail Experiences with Salesforce Commerce Cloud

With 73% of consumers expecting personalization and 90% demanding omnichannel experiences, retailers must adapt.

Salesforce Commerce Cloud enables AI-driven personalization and seamless shopping, transforming retail across all touchpoints.

In this study, we will explore how SFCC is revolutionizing retail by enhancing engagement, increasing conversions, and providing a frictionless shopping experience across all touchpoints.

Introduction to Salesforce Commerce Cloud

Salesforce Commerce Cloud is a cloud-based eCommerce platform designed to help retailers create dynamic, scalable, and engaging shopping experiences.

As mobile-first shopping and omnichannel retailing continue to rise, businesses require a solution that not only unifies customer data but also personalizes interactions and streamlines operations.

To address these needs, SFCC offers:

• AI-powered recommendations through advanced intelligence, enhancing personalization.
• Seamless omnichannel integration across online, in-store, and mobile platforms for a unified shopping experience.
• A scalable infrastructure that supports business growth and adapts to evolving market demands.

According to a recent report, 87% of shoppers now start their product searches online before ultimately making a purchase decision.

Challenges in Modern Retail Customer Journey

Studies show that brands with strong omnichannel customer engagement retain 89% of their customers, compared to 33% retention for weak omnichannel strategies.

This highlights the importance of a seamless, integrated salesforce commerce cloud customer journey.

Key Facts:

• Cart Abandonment: Most online shopping carts are abandoned due to unexpected costs, lengthy checkout processes, and security concerns.
• Fragmented Customer Data: Disconnected customer interactions lead to inconsistent experiences across platforms.
• Lack of Personalization: 80% of consumers prefer brands that offer personalized experiences, yet many retailers struggle to leverage customer data effectively.

How Salesforce Commerce Cloud Enhances Customer Journeys

In today’s highly competitive retail landscape, delivering a personalized and frictionless shopping experience is more crucial than ever.

To achieve this, Salesforce Commerce Cloud (SFCC) leverages AI-driven insights, omnichannel connectivity, and seamless payment solutions, ultimately enhancing customer engagement.

Here’s how SFCC empowers retailers to meet evolving consumer expectations:

AI-Powered Personalization

By analyzing customer behavior, AI provides tailored product recommendations, which in turn boosts engagement and increases conversion rates.

Omnichannel Experience

Through seamless integration, SFCC connects online and offline shopping, allowing customers to enjoy a unified experience across web, mobile, social, and physical stores.

As a result, businesses can encourage convenience and enhance overall customer satisfaction.

Seamless Checkout & Payment Optimization

With one-click checkout and support for digital payments, SFCC simplifies the purchasing process, significantly reducing cart abandonment.

Additionally, integrated fraud prevention measures not only enhance security but also build customer trust, ensuring a safe and seamless transaction experience.

How SFRA Works in the Retail E-Commerce Industry

Salesforce Storefront Reference Architecture (SFRA) is a modern framework specifically designed to accelerate e-commerce development on Salesforce Commerce Cloud (SFCC).

By providing a flexible, scalable, and customizable structure, it empowers online retailers to effortlessly deliver personalized shopping experiences that drive engagement and conversions.

Key Benefits of SFRA:

• SFRA, a pre-built and modular framework, allows retailers to develop and launch e-commerce storefronts quickly and efficiently.
• By leveraging predefined templates and reusable components, businesses can accelerate development while also streamlining customization to align with their brand.
• Its mobile-first design, combined with a responsive UI, ensures a seamless shopping experience across all devices, ultimately enhancing customer satisfaction.
• Headless commerce compatibility enables businesses to create omnichannel experiences that effortlessly connect online, mobile, and in-store interactions.
• Seamless integrations with third-party services—such as payment gateways, CRM, and analytics—help retailers boost operational efficiency while simultaneously optimizing customer insights and marketing strategies.

Major Uses of SFRA in Retail E-Commerce

SFRA Implementations in Retail

The Role of Agentforce in Optimizing Retail Commerce

Salesforce Agentforce is designed to create AI-driven assistants that enhance efficiency by handling a wide range of routine tasks.

With the introduction of Agentforce for Retail, businesses can now leverage a library of pre-built AI capabilities tailored for the retail sector.

These include order management, appointment scheduling, guided shopping, and loyalty program optimization.

This innovation aims to help retail brands deploy AI-powered assistants to drive what Salesforce refers to as “digital labor.”

Key Features of Agentforce

• Order Management – With the convenience of self-service options, customers can effortlessly update order details, such as payment or shipping information, through conversational AI.
• As a result, they enjoy a smooth and hassle-free experience, minimizing delays and frustrations.
• Shopping Assistance – By leveraging the power of natural language processing, AI assistants deliver highly personalized product recommendations and facilitate a seamless conversational checkout.
• This not only enhances the overall shopping experience but also increases customer satisfaction and loyalty.
• Appointment Scheduling – AI-driven booking systems offer real-time availability, simplifying scheduling for deliveries, installations, and consultations.
• Loyalty Optimization – AI-powered prompts help marketers enhance loyalty programs, streamlining engagement and promotions for lasting customer retention.

Retail Cloud with Modern POS

• Clienteling – By capturing and analyzing shopping history, preferences, and loyalty status, businesses can build comprehensive customer profiles.
• As a result, they can deliver highly personalized shopping experiences that cater to individual needs and preferences.
• Mixed Cart – This feature lets retailers set unique fulfillment options per item, like BOPIS, for added flexibility and convenience.
• This allows shoppers to customize their orders according to their preferred delivery or pickup method.
• Mobile-First Design – By eliminating the limitations of traditional checkout counters, this feature empowers associates to complete transactions anywhere.
• Consequently, customers benefit from a faster, more efficient, and seamless shopping experience.

Case Study: Retailer Boosts Conversions with SFCC

Case 1 – Amazon Go

For instance, Amazon Go cashier-less stores use AI-driven checkout experiences to reduce friction in the buying process, thereby improving customer satisfaction and boosting efficiency.

This approach perfectly aligns with SFCC’s focus on seamless transactions and real-time inventory management (Source: SFRA-Commerce.pdf).

Case 2 – AI-Powered Personalization in Fashion Retail

Similarly, a leading fashion retailer implemented Salesforce Commerce Cloud’s AI-powered recommendations, leading to:

• A remarkable 30% increase in average order value.
• A significant 25% reduction in cart abandonment.
• An impressive 40% higher customer engagement through tailored promotions.

Case 3 – Omnichannel Transformation for a Global Retail Brand

In another case, a global retail brand leveraged SFCC’s omnichannel features, achieving:

• A substantial 50% growth in online sales.
• A notable 20% increase in in-store purchases through digital engagement.
• Moreover, enhanced brand loyalty with unified customer profiles across platforms.

Future Trends in Retail After Implementation of SFCC

The future of shopping is all about making things easier, faster, and more personal for customers.

Salesforce Commerce Cloud (SFCC) is helping retailers create a smooth and enjoyable shopping experience.

Here’s how:

1. Personalized Shopping Just for You

To start, SFCC leverages Artificial Intelligence to understand your preferences and recommend products that match your style.

Beyond that, it provides special deals and discounts based on your past purchases, ensuring a more rewarding shopping experience.

2. Shop Anywhere, Anytime

Whether you shop online, through a mobile app, or in-store, everything stays seamlessly connected for a unified experience.

Additionally, features like Buy Online, Pick Up In-Store (BOPIS) or fast home delivery offer added convenience and flexibility.

3. Smarter Customer Support

On top of that, AI-powered chatbots are always available to answer your questions quickly and efficiently.

Even better, stores can anticipate your needs and send personalized offers before you even ask, enhancing your shopping journey.

4. Quick & Safe Checkout

Long checkout forms are a thing of the past—one-click checkout simplifies the process, making transactions effortless.

At the same time, secure payment options safeguard your personal details, ensuring a worry-free shopping experience.

5. Eco-Friendly & Smart Choices

As sustainability gains importance, brands now suggest eco-friendly products tailored to your interests.

Furthermore, you can track product origins and opt for environmentally responsible choices, making every purchase both smart and sustainable.

With Salesforce Commerce Cloud, shopping is becoming smarter, easier, and more engaging for customers.

By leveraging this technology, businesses can deliver a better, faster, and more personalized experience, ultimately enhancing customer satisfaction and fostering long-term loyalty.

Why Webkul Salesforce Commerce Cloud Solutions

In today’s fast-evolving retail landscape, businesses must adopt scalable, innovative, and customer-centric eCommerce solutions to remain competitive.

Webkul is at the forefront of this transformation, empowering retailers to fully leverage the power of Salesforce Commerce Cloud (SFCC) for sustained growth and success.

Who We Are

Webkul is a leading IT solutions provider with over a decade of expertise in eCommerce, CRM, and ERP integrations.

With a strong global presence and a commitment to continuous innovation, we have successfully empowered 40,000+ businesses worldwide.

By delivering cutting-edge, cloud-based solutions that not only streamline operations but also drive seamless customer engagement.

As an integral division of Webkul, eShopSync specializes in Salesforce integrations, effectively bridging the gap between eCommerce platforms and the Salesforce ecosystem.

Now businesses can seamlessly sync data, enabling them to leverage real-time insights for more informed decision-making, and an enhanced customer experience.

Transforming Retail with Salesforce Commerce Cloud

Webkul and EshopSync offer customized Salesforce Commerce Cloud integrations that:

• Seamlessly connect online and offline sales channels, ensuring a unified shopping experience.
• Leverage Einstein AI to enhance customer personalization, making every interaction more relevant.
• Significantly reduce cart abandonment and boost conversions through optimized shopping journeys.
• Effortlessly sync Salesforce with ERP, CRM, and marketing automation tools for streamlined operations.

By partnering with Webkul and EshopSync, retailers can unlock unmatched scalability, flexibility, and intelligent automation.

As a result, they can stay ahead in the ever-evolving digital commerce landscape.

End

Salesforce Commerce Cloud is transforming retail by creating personalized, seamless, and engaging customer experiences.

As a result, retailers who embrace AI, omnichannel strategies, and data-driven insights will stay ahead in the digital economy.

Moreover, SFCC’s scalability and flexibility empower businesses of all sizes to adapt to changing market trends, thereby ensuring they remain competitive.

Throughout this study, we have explored the transformative impact of Salesforce Commerce Cloud on the retail industry.

Specifically, we examined how this powerful platform revolutionizes customer journeys by driving higher engagement, streamlining operations, and delivering glitch-free shopping experiences.

SFCC’s capabilities can unlock new opportunities for sustainable growth and long-term success in an increasingly digital world.