Is Salesforce Commerce Cloud the Best Fit for Your Online Store?

Formerly known as “Demandware,” Salesforce Commerce Cloud is an e-commerce merchant account solution offered by Salesforce. From 2004 to 2016, the product was sold by Demandware as an enterprise-class, cloud-based payment platform. Salesforce acquired Demandware for $2.8 billion in 2016 and renamed its flagship product Salesforce Commerce Cloud. The product’s branding has been integrated under the Salesforce umbrella. Salesforce Commerce Cloud advertises that its payments are powered by Stripe.

Payment Processing

Salesforce Commerce Cloud processes major debit and credit cards for various business types. Their services include e-commerce storefronts, B2B and B2C payments, and order management.

Unified Commerce Platform

Salesforce Commerce Cloud serves as a unified commerce platform, offering businesses a single integrated solution for managing e-commerce activities.

AI-Powered Personalization

Salesforce Commerce Cloud leverages artificial intelligence (AI) to enhance personalization. Using the built-in Einstein AI technology, businesses can deliver tailored content, product recommendations, and shopping experiences based on individual customer behaviors and preferences.

Omni-Channel Capabilities

Salesforce Commerce Cloud supports omni-channel retailing, enabling businesses to offer a consistent and seamless shopping experience across multiple channels.

End-to-End Customer Journey Management

With Salesforce Commerce Cloud, businesses can oversee the entire customer journey, from discovery and engagement to purchase and post-purchase service. The platform includes capabilities for marketing, sales, and service, all within a single system.

Global Scalability

Salesforce Commerce Cloud is designed for global operations, offering multi-language and multi-currency support, as well as the ability to manage multiple storefronts. This makes it suitable for businesses operating in international markets.

Developer-Friendly Environment

Salesforce Commerce Cloud provides a developer-friendly environment with tools and resources for creating custom solutions. It includes a suite of APIs and a robust SDK, allowing developers to tailor the platform to specific business needs.

Integration with Salesforce Ecosystem

As part of the Salesforce ecosystem, Commerce Cloud integrates seamlessly with other Salesforce products like Salesforce CRM, Marketing Cloud, and Service Cloud.

Low Complaint Volume

We’ve identified approximately 5 Salesforce Commerce Cloud reviews, but there’s no evidence to suggest that the service is fraudulent or a scam. Complaints about the company often revolve around challenges with third-party integration, user experience design issues, additional costs for add-ons, and subpar customer service. Following its recent restructuring, it may take some time before Salesforce Commerce Cloud garners significant feedback under its new brand name. However, its predecessor, Demandware, maintained a generally clean complaint record from 2004 to 2016. Many customer reviews indicate that Salesforce Commerce Cloud has retained favorable features from previous Demandware versions, contributing to its positive reputation. It’s improbable that Commerce Cloud will attract a substantial number of complaints under the Salesforce umbrella. If you have your own experience with Salesforce Commerce Cloud, please share it in the comments below.

Salesforce Commerce Cloud Legal Status

As of our investigation, there are no ongoing class-action lawsuits or FTC complaints against Salesforce Commerce Cloud. However, the company faces a lawsuit under the California Consumer Privacy Act (CCPA), alleging inadequate protection of customer data and failure to detect a security breach. Dissatisfied customers seeking non-litigious resolution options are encouraged to report their concerns to relevant supervisory organizations.

Salesforce Commerce Cloud Customer Support

Salesforce Commerce Cloud provides live phone, live chat, and email support to all users, with potentially expanded options for larger enterprise-class businesses. Additionally, customers have access to “subject matter experts” within the Salesforce organization for comprehensive assistance across a wide array of issues. While we rate the company positively in this regard with an “A,” it doesn’t meet our criteria to be considered a top-tier provider for customer service.