Salesforce

Let the product do the talking.

Insight

Today’s buyers want to try before they talk.

The modern B2B buyer has changed. Long before anyone fills out a form or takes a sales call, they want to explore on their own terms — to see how a product actually works and decide for themselves whether it fits.

For Salesforce, the world’s #1 CRM for over a decade, that self-guided moment is mission-critical. Its interactive product tours sit at the heart of the sales funnel, letting prospects experience the platform firsthand and converting curiosity into demo requests at a high rate.

But the category had just leapt forward. With the launch of new Agentforce and Einstein capabilities, Salesforce had a more powerful Service Cloud story to tell. The existing tour needed to evolve without losing the high-converting magic that made it work in the first place.

IDEA

A guided tour built for how people actually explore.

Salesforce partnered with Chemistry to reimagine the Service Cloud guided tour by refreshing its original four chapters and adding two new ones to showcase Agentforce, Einstein, and the latest Service Cloud innovations. The mission was clear. Position Service Cloud as the single platform that answers every service need, and turn mid-funnel curiosity into demo requests.

Two tours, one experience.

We designed a dedicated desktop tour built for hands-on interaction with the product, and a dedicated mobile tour engineered for a mobile-first audience so every prospect experiences the new features the way they actually work on the device they prefer.

Multiple paths, not a single track.

Rather than marching everyone through the same linear demo, we built a flexible framework of branching paths, letting visitors explore by audience and use case and dive into the features most relevant to them.

Chapters that stand on their own.

Each chapter works as part of the full journey or as a focused, standalone overview of a single feature, giving Salesforce a modular asset so that sales reps can point to the right story for any given prospect.

Clarity at every step.

The hardest part of any tour is making complex capabilities feel simple. We focused the UX on digestible, guided storytelling, making each interaction and use case clear so the power of Agentforce and Einstein lands without a sales rep in the room.

Built to fit, built to last.

We structured the new tour to live cleanly within Salesforce’s existing infrastructure, extending the experience with new chapters and mobile-focused features while preserving the high-converting foundation that made the original work.

An asset for before and after the sale.

Because we structured the journey to showcase the full power of the platform and its features, the tour works as both a pre- and post-engagement asset, doubling as a training and onboarding tool that helps new team members get up to speed once their organization has bought the platform.

IMPACT

The asset that keeps on converting.

The reimagined tour did exactly what a great mid-funnel asset should do. It let the product sell itself. Prospects can now experience Agentforce, Einstein, and the full Service Cloud story on their own terms – whether on desktop or mobile – so they arrive at the sales conversation already convinced.

“The asset is still continuing to generate pipeline and get really good engagement from a form-fill level.”