Salesforce, a provider of customer relationship management solutions, announced its collaboration with The RealReal, an online marketplace for luxury resale goods.
The RealReal, founded in 2011, has achieved remarkable growth, with 13 brick-and-mortar locations, a customer base exceeding 31 million members, and an addition of 20,000 items to its site daily.
The RealReal is using Salesforce CRM solutions to provide a more personal and integrated service. RealReal’s new RealService model, powered by Salesforce’s Sales Cloud and Marketing Cloud, ensures hyper-personalized customer experiences, making it approachable and full of options for customers to connect with the brand.
By tailoring every interaction for buyers and sellers, The RealReal can personalize every experience and enhance account engagement from one platform across channels, such as email and social media. The collaboration has streamlined The RealReal’s digital operations and significantly improved the overall selling and shopping experience for customers.
RealService uses Sales Cloud and Marketing Cloud to ensure all of its customer experiences are hyper-personalized, approachable, and full of options for how they connect with the brand.
Sales Cloud helps RealReal use its data to tailor every customer interaction for both buyers and sellers. It offers The RealReal a full view of a buyer’s purchase history, as well as their bookmarked items to help better anticipate customer needs and personalize every experience.
With Salesforce, The RealReal is able to create a 360-degree experience and meet the seller where they are by scheduling virtual appointments at home or in-person at any of its retail locations.
Marketing Cloud allows The RealReal to use real-time data to build personalized customer journeys and enhance account engagement from one platform across channels, such as email and social media.
Sarah Franklin, CMO, Salesforce, said: “Salesforce is empowering RealReal with the data, automation, and AI needed to streamline internal processes while putting their customers at the heart of everything they do.”