A Guide on Salesforce Live Chat

Introduction

CRM, or Customer Relationship Management, is known to be the largest and fastest-growing enterprise application software category, and worldwide spending on CRM is expected to reach USD $114.4 billion by the year 2027. Salesforce is the world’s best-known CRM software that basically aims to bring both the business and customer together while fulfilling both their requirements simultaneously.

In this blog, we will discuss one of the most important benefits of Salesforce or can be referred to as one of the best features of the Salesforce platform, which is Salesforce Live Chat. 

Before moving further, let’s first understand the meaning of Salesforce Live Chat.

What is Salesforce Live Chat?

Salesforce Live Chat is basically embedded live chat support with the Salesforce platform that is considered to be very suitable for those businesses that have quite a limited support team. These systems could be embedded easily in one’s applications or website, which would further help the prospects as well as clients to have good communication with one’s business on the web while currently on one’s application or website. This would also enable the team of representatives to be on standby 24*7 so that they can respond immediately whenever someone requires their attention. With the same, there will be a maximization of the reach of one’s support team because a single Chat will be able to handle continuous interactions with multiple customers at the same time, unlike that of the call center wherein only one customer could be accommodated at a time.

There are Salesforce Development Companies that provide integration that helps in creating several leads and contacts from chats, archives, along with the Visitor section at a good clip. One can easily search the Salesforce contacts directly from this Live Chat application along with saving the transcripts of the chats as ‘Cases’ in the organization’s Salesforce account. They can also spend more time while having a conversation with the customers and ensuring less time in managing the contact data.

Don't forget to check out: Why Ongoing Salesforce Support Services And Maintenance Are Vital?

Salesforce Live Chat Features

There are several features of Salesforce Live Chat, out of which the main ones are discussed as follows:

• Manage your Leads and Contacts in Live Chat:

With the integration of Live Chat with Salesforce, the workflow of an organization could be easily elevated to the next level. Without leaving the Live Chat application, a lot of work can still be done. This work would further include - managing the Leads as well as Contacts, saving the transcripts of chat as Objects, and then making a decision as to which information is most important about the clients of the organization.

• Advancements in Configuration:

One can make a decision regarding which fields must be made available while adding new Leads or Contacts. Moreover, you can choose the exact object to which the Salesforce Live Chat would be saving the chat transcripts, whether it would be an Activity or Task. Furthermore, all this will be done from inside the plugin itself.

There are few more features of Salesforce Live Chat which the Salesforce Consultants also tells about while discussing the Live Chat and its suitability for the organization. A few of the same are listed below:

• Monitoring the Chat Queue
• Real-Time Live Chat Support
• Chat Routing
• Personalized Messages
• Snap-ins
• Instant Message Sessions Metrics
• Multilingual Support
• Private Messages
• Chat Performance Metrics
• Customer Profile
• Pre-Written Messages
• Customer Chat Sneak Peak 
• Real-Time Chat Coaching

Salesforce Live Chat Benefits

The main benefits of Salesforce Live Chat are discussed as follows:

• Personalized Live Online Interaction:

The system can be embedded to one’s website or to the application, also termed as ‘Snap-ins’, in order to integrate the functionality of live chat support. The chat is made in a personalized manner, which is actually based on the manner with which the prospects or customers engage with the specified website. With this, it can also be ensured that the experiences of communication and interaction could be very well-aligned with the preference of the visitor of the same. A wider audience could also be reached with the help of live chat as there’s a high and consistent quality provided with the app due to the system offering multilingual support.

• Increased Productivity:

A suite of productivity features has been provided by Salesforce Live Chat with the help of which the Chats could be well empowered in order to increase their productivity to the maximum at work. Every chat connects to the organization’s Chat with the full customer profile that can be further put to use to deliver better responses that would be well-suited to their client’s preferences. Moreover, this tool can enable automatic routing of other chats to Live Chat that proves to be best suited for customer’s requirements. This is to make sure that the right Chat is handling the right clients. 

• Smarter Chats:

The system aims at providing one with quite comprehensive metrics which are related to all the Chat’s instant messaging sessions and performance. This allows one to accordingly plan for a good strategy so as to improve the team’s efficiency. Furthermore, organizations are capable of monitoring the Chat queues live which helps in making quite an efficient management of the entire workload. The Chats could also be coached in real-time with the help of private messages which aim at helping to aid or train them over exactly how to respond to the clients in more appropriate and reasonable ways.

Check out an amazing Salesforce video tutorial here: How to Log a Salesforce Support Case in Help and Training

Limitations of Live Chat

There are few limitations too of the Salesforce Live Chat that the Salesforce consultants also discuss at a smaller level, which is as follows:

• Long Text Area is not supported in the ‘Pre-chat’ form of the Salesforce Live Chat platform.
• One could only be able to leverage the case field on the pre-chat form of the Live Chat.
• You need to select only one type of case as a ‘default case type’ for the creation of a specified case (for both offline as well as pre-chat form).
• There is a requirement for a Chat User license and the number of licenses is quite limited for each of the environments. 

Conclusion

Hiring a Salesforce Development Company would be able to easily integrate Salesforce with Live Chat over any organization’s Salesforce platform. If you are also looking for such Salesforce Development Services, you can easily contact us at Cyntexa.