We live in a software-driven world where almost any activity can be performed with the assistance of an application. Businesses also look for salesforce products that can meet their short-term and long-term business objectives.
Because each salesforce development organisation has a unique set of requirements and customer-specific needs, we cannot use a single solution to meet all of their needs. Salesforce Live Chat is built-in live chat support that is ideal for businesses with a small support team.
Salesforce is one such CRM software that provides a one-stop shop for all of your business needs. The Service Cloud is a game-changing product that enables businesses to improve customer service by streamlining workflows and automating service processes.
One of the most important modules of Service Cloud is Live Agent Chat, which enables customers to receive real-time support in an efficient and consistent manner.
What exactly is a Salesforce Live Chat?
It is an embeddable live chat support solution that is ideal for organisations with a small support staff. Salesforce Live Chat can be integrated into your website and applications, allowing your existing customers and prospects to effectively communicate with your company.
This allows your support executives to be on call 24 hours a day, seven days a week and intervene if customers require assistance or attention for any complex issue.
Salesforce Live Chat allows your support team to expand its reach by handling multiple customer interactions through a single chat. It is a significant advantage over a traditional phone call interaction, which can only accommodate one customer at a time.
It provides organisations with innovative features such as in-depth metrics, customer profiles, chat sneak peeks, and multilingual support to help them improve the quality of their customer support.
Salesforce Live Agent is extremely useful for organisations that want to increase effectiveness and maximise returns while keeping support costs to a minimum.
It also enables organisations to redirect customer traffic to alternate channels, effectively relieving pressure on customer support teams.
Let’s take a closer look at some of Salesforce Live Agent’s standout features.
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Salesforce Live Chat Features
Support in multiple languages
Salesforce Live Chat offers multilingual support, allowing businesses to interact with customers in their native language. It enables customer service representatives to understand and effectively resolve customer inquiries.
Messages That Are Unique
It enables the customer support team to supplement or replace system messages with a personalised response. It improves the overall customer experience.
Metrics for Chat Performance
It provides real-time performance metrics services, which can be used to track things like chat numbers, initial response time, first contact resolution, and customer score. The support team can analyse these parameters and modify their strategy to provide exceptional services to their customers.
Auto-Greeting
This is an important Salesforce Live Chat feature that allows your customer service representatives across all geographies to define verbatim or methods to initiate customer interactions.
This live chat feature ensures that all of your Live Chat agents follow a standard verbatim and start the interaction with a similar message structure, with no deviations or spelling errors. It also enables your support team to use Mail Merge to communicate with multiple customers at the same time.
Messages in the Dark
This chat feature allows for private communication between a customer support agent and a supervisor who is already engaged in an active chat with the customer, while preventing other customers from viewing the chat exchange.
The supervisor can share his knowledge and instruct the agent on how to resolve customer concerns. It also improves interaction quality because supervisors can review chats and provide feedback to help them improve.
Chat Evaluation
Customers can rate their chat sessions with your customer service representatives. This allows you to assess customer feedback and identify areas for improvement and strengths that will assist your organisation in improving overall customer satisfaction.
Routing of chats
This feature allows your team to automatically route the chat to an available Agent. When the chat volume increases, it assists you in managing the chat interaction. It ensures that all of your customers receive prompt responses and support, while also lowering the chat drop rate.
Integrations with third-party services
Even if you’re using a different live chat software tool (such as Crisp’s free live chat software), you can integrate it with Salesforce and import your contact data from one tool to the other – the Crisp integration sends user emails, names, contact and address details, profile pictures, and lead sources to Salesforce.
Proactive Conversation
Your customer support agents can use Salesforce Live Chat to initiate the chat and assist your online visitors. This feature enables businesses to improve customer engagement and satisfaction.
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Management of Leads and Contacts
It assists the customer service team in managing Contacts and Leads. It saves the chat transcripts as Objects and then prioritises the information to help your organisation make decisions.
sneak preview
It provides a service in which agents can see what the customer is typing and prepare a response even before the message is sent by the customer. This assists them in dealing with an angry customer because it allows them to provide a better response while decreasing customer wait time.
Canned Reactions
It enables service agents to use prefabricated responses to respond to customers more quickly. Agents can use frequently used text short phrases to make interactions faster and more effective.
These phrases can be used with a few keystrokes rather than typing the entire word, allowing agents to speed up subsequent chat sessions.
Ticket Templates
It enables your customers to reach out to your support team even when your Chat Agents are unavailable. Message routing could generate tickets for providing offline support. You can convert the Chat widget into a contact form that the agent can access when a customer fills it out.
Salesforce Live Chat -Benefits for your Business
Salesforce Live Chat is a solution that provides real-time and customised support to existing customers or prospects while increasing productivity and customer satisfaction.
Here are some of the key advantages Salesforce Live Chat can provide to your company:
Personalized Live Online Interaction
Salesforce Live Chat could be linked to your company’s website or application. It enables your customers to effectively interact with your company. It provides your customers with a highly personalised experience. It also allows you to reach a larger audience because of the integrated multilingual support.
Smarter Conversations
Salesforce Live Chat provides comprehensive chat metrics that provide in-depth insights into your chat sessions.
It assists the customer service team in developing a strategy to increase customer engagement and support team efficiency. It also allows you to monitor Chat queues in real time and transfer chats to available agents, ensuring effective workload management.
You can also coach your support agents in real time using private messages to help them respond appropriately to customers.
Increased Productivity
Salesforce Live Chat comes with a slew of productivity-boosting features that improve your organization’s overall customer engagement process.
Every customer chat is associated with a customer profile, which can be used to provide personalised support based on the client’s preferences.
You can use the Chat Routing and Sneak Peak features to route chats to experts and formulate better responses for customers, resulting in higher customer satisfaction.
Increase Brand Loyalty
Salesforce Live Chat is a personal and non-intrusive communication method that enables businesses to effectively connect with their customers and earn their loyalty and trust.
It enables an organisation to provide support to multiple customers at the same time, resulting in improved customer service, business growth, and increased revenue.
Customer Issues Resolved Effectively
Salesforce Live Chat enables support agents to provide real-time resolutions to customers’ concerns. It includes several performance metrics that assist your supervisors in locating critical aspects, observing trends, and engaging experts to resolve critical issues on a priority basis.
Sales Increase
Salesforce Live chat module aids in the acceleration of an organization’s customer service. It has a positive effect on your sales and marketing processes.
A company can use the Chat Live module to guide customers and provide support to help them resolve problems.
Limitations of Salesforce Live Chat
Salesforce Live Chat has its own set of limitations:
- On the pre-chat form, the customer can only control the case field.
- We require a Chat User licence, and the number of available licences varies depending on the environment.
- The Live Chat platform’s Long Text Area is not supported in the ‘Pre-chat’ form.
To create a specified case, we can only select one type of case as the ‘default case type’ (for both pre-chat form and offline form).
Does your business need Salesforce Chat?
Salesforce Live Chat is required for your company if:
- It has a small customer service staff.
- To improve ticket resolution, agents must manage multiple chats at the same time.
- It provides customers with a unified experience across multiple channels.
- It wishes to cut customer support costs.
- It must divert support calls while keeping customer wait times to a minimum.
Salesforce Live Chat may not be appropriate for your company if your customer service team:
Utilizes powerful tools such as Social Studio to handle social media customer support.
Manages time-consuming and complex diagnostics for troubleshooting.
Conclusion
Salesforce Live Agent is a very useful solution that is included as a module with Salesforce Service Cloud. It enables businesses to maintain friendly relationships with online customers and respond to their concerns and inquiries in real time.
Salesforce Live Agent includes a number of features that will gradually improve real-time customer support. It allows chat and support representatives to be available 24 hours a day, seven days a week and to respond to customer inquiries immediately.
In a nutshell, Salesforce Live Agent is an extremely useful tool for organisations in a variety of ways, including providing exceptional customer support, lowering customer support costs, effectively automating various manual processes, and distinguishing themselves from competitors.
