Salesforce Live Agent
- Easy to setup.
- Real-Time Live Chat Support.
- Multilingual Support.
- Track agent performance.
- Easily to manage workloads.
- Customer Profile.
- Customer Chat Sneak Peak.
- Chat routing.
- Agent Queue Monitoring
- Available as an addon to Salesforce service cloud only.
- Expensive.
About Salesforce Live Agent
Salesforce Live Agent is a live chat application that can be embedded in any website or application to interact with website visitors. It aids customer support team to answer the queries 24/7 effectively when somebody needs their attention. The benefit of using Salesforce Live Agent is it enables to communicate with multiple customers simultaneously by a limited support team. This was not possible with traditional support on phone call, which enables to communicate one customer at one time.
Salesforce Live Agent can be easily setup on any website or application by embedding a small piece of code on the website and get going instantly. It also helps to track each representative workload and performance and optimize it to provide better service. With its analytics and reporting feature, it generates actionable insights and helps businesses to take vital decisions.
Salesforce Live Agent seamlessly integrates with business softwares and other tools for enhanced functioning. It comes with many key features such as multilingual support, chat routing, customer profile, in-depth metrics and customer chat sneak peaks. As Salesforce Live Agent is part of Salesforce Service Cloud Suite you can take it as add on to increase customer satisfaction and loyalty, thereby increasing the customer retention.
Starting from: Contace Vendor
Pricing model: Subscription
Free Trial: Available (No Credit Card required)
Note: Contact Salesforce for price plans.
Features
- Real-Time Live Chat Support.
- Personalized Messages.
- Snap-ins
- Multilingual Support
- Customer Profile
- Chat Routing
- Customer Chat Sneak Peak
- Pre-Written Messages
- Private Messages
- Real-Time Agent Coaching
- Agent Queue Monitoring
- Agent Performance Metrics
- Instant Message Sessions Metrics
Pros and cons
- Easy to setup.
- Real-Time Live Chat Support.
- Multilingual Support.
- Track agent performance.
- Easily to manage workloads.
- Customer Profile.
- Customer Chat Sneak Peak.
- Chat routing.
- Agent Queue Monitoring
- Available as an addon to Salesforce service cloud only.
- Expensive.
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Benefits
- Real time and personalized interaction.
- Customer support made simple and effective.
- Increase representative productivity.
- Analytics and reporting enables strategic decision making.
- Consistency and Accuracy in overall customer experience.
- keyboard shortcuts to add pre-written messages for a quicker reply.
- Ability to handle multiple queries simultaneously.
- Ability to integrate with business softwares and tools.
FAQ
What are the main features of App?
- Universal inbox
- Ticketing
- Hybrid ticket stream
- Automated ticket distribution
- Rules
- Time Rules
- Responsibility
- Departments
- Tags
- Service-Level-Agreement (SLA)
What type of pricing plans does App offer?
Starting from: $15.00/month Pricing model: Subscription Free Trial: Available (No Credit Card required)
What languages does App support?
Does App offer an API?
Specification: Salesforce Live Agent
| Best For | Large Business, Medium Business, Small Business |
|---|---|
| Free Trial | Available |
| Pricing Plans | 14 Day Free Trial, Yearly pricing starts at $7.49 per month, Monthly pricing starts at $9.99 per month. |
| Device Supported | IOS, Mac OS, Windows |
| Deployment Type | Cloud Hosted, On Premise, Open API, SaaS |
| Campaign Management | Campaign Analysis, Campaign Management, Campaign Scheduling, Campaign Segmentation |
| Email Marketing Features | Automate Email Scheduling, Email Invitations & Reminders, Email List Building, Email Templates, Email Tracking |
| Mobile Platforms | Android, iOS |
| Reporting and Analytics | Real Time Analytics, Web Analytics |
| Subscription Management | Yes |
| Customer Support | Email, Live Support, Phone, Tickets |
| Activity Tracking | No |
| Activity Management | No |
| Content Management | No |
| Customer Segmentation | No |
| Starting Price | $29/month |
Videos: Salesforce Live Agent
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