Salesforce LiveMessage Review
- What is Salesforce LiveMessage
- Product Quality Score
- Main Features
- List of Benefits
- Technical Specifications
- Available Integrations
- Customer Support
- Pricing Plans
- Other Popular Software Reviews
What is Salesforce LiveMessage?Salesforce LiveMessage is a mobile messaging solution that allows your customers to contact your agents on any device using Facebook Messenger. It is available as an add-on for the Lightning Enterprise and Lighting Unlimited versions of Salesforce Service Cloud. The software is even capable of sending and receiving messages through SMS with its two-way text channel between your agents and your clients. The vendor is currently working on adding WhatsApp and WeChat functionality so that customers can use the messaging app of their choice. With a click-to-text feature integrated on your website, your clients can reach you faster and easier while browsing through your site. With Salesforce LiveMessage, your agents can be more productive. The software allows them to open multiple chat windows through the Service Cloud Console so that they can provide service to more customers at the same time. Salesforce LiveMessage also saves your chat history. This enables your agents to deliver a more personalized approach in communicating with your clients. You can utilize chatbots to automate responses and answer frequently asked questions. This helps you deliver faster response times. Chatbots also help your agents focus on other questions, thus improving overall efficiency. Salesforce LiveMessage is ideal for medium to large businesses that need a communication solution that is both simple to use and complex enough to provide deeper features for increasing business needs.
Product Quality Score
Salesforce LiveMessage features
Main features of Salesforce LiveMessage are:
- SMS Texting
- MMS Texting
- Mobile Messaging Apps Integration
- Bulk Text Message Campaigns
- Click-to-Text on Website
- Multiple Chat Windows
- Customer Feedback
- Push Notifications
Salesforce LiveMessage Benefits
The main benefits of Salesforce LiveMessage are opening multiple chat windows, automating replies using chatbots, click-to-text capability on your website, push notifications, access to conversation history, and a customer feedback system. Here are more details on Salesforce LiveMessage’s benefits:
Multiple Chat Windows
Agents can open multiple conversations at the same time through the Service Cloud Console. This helps your agents provide faster response times and allows them to be more productive. Using Salesforce LiveMessage also increases ROI while at the same time decreases service costs, compared to phone calls where one agent can only talk to one customer at a time.
You can also use bots to reply to automate responses to clients. Top customer support software offer chatbots. This improves customer engagement because when they send a message to you, they immediately get a response back. This is an efficient solution on the side of your agents as well. Since chatbots can provide automatic replies to frequently asked questions, leaving your agents to focus on other questions. This also lessens the amount of repeating questions that your agents have to deal with during work hours.
Click-to-text Capability on Website
This feature helps you generate more leads. When potential clients are browsing through your website, they can reach you faster and easier by using the two-way click-to-text feature. This drives up your leads and improves customer satisfaction at the same time.
It’s important for a communication app to provide notifications. This makes sure that none of your clients get unnoticed or ignored by you.
Your agents will have access to the entire conversation history that they had with returning clients. This helps your agents provide a more personalized approach in communicating with your clients because your agents will know what products or services that the clients ordered before and is able to compare those orders with newer products. This also makes clients feel listened to, and as such, will make them more inclined to return and avail of your products and services.
Having a customer feedback system helps you analyze where the weak points of your customer service representatives are so you can help them improve those areas. It also helps you identify strong points you need to emphasize on so that you can develop your unique brand of customer service. If you find out that there are no more weak areas to improve, you can rest assured that you are delivering stellar customer service to your clients.
- Small business
- Medium business
Salesforce LiveMessage Integrations
The following Salesforce LiveMessage integrations are currently offered by the vendor:
- Facebook Messenger
- Whatsapp (Coming Soon)
- WeChat (Coming Soon)
Salesforce LiveMessage pricing is available in the following plans: