Initiate a personalised live chat, based on how a customer or prospect is engaging with your site. Now with Snap-ins, you can also chat with customers in your apps. Even better, with multilingual support you can deliver the same great enterprise chat support around the globe.
By connecting each live chat with a complete customer profile for context, agents can move quickly using customer chat sneak peek, keyboard shortcuts, and pre-written messages. Plus, routing chats to the right agents is easy.
With Live Agent, you can coach agents in real-time with private messages. You can also monitor agent queues to balance workloads and maximise productivity. But beyond that, you can tap into metrics on the full history of an agent’s performance and instant message sessions. Your team will be working faster and smarter.
It’s hard to beat live chat support as a way of delivering personalised, targeted customer service online. Customers feel valued and listened to, and that makes them happy. But delivering this level of support isn’t easy: it needs investment in technology, staff and training. Standalone live chat software can get you part of the way there, but the real benefits come when your chat system is integrated within your CRM.
Service Cloud from Salesforce includes Live Agent, a live chat software solution, giving customers fast and easy access to the personal service they demand. Live Agent instantly connects a customer on your website with an agent in the service centre. Because the customer’s full profile is held on the same cloud-based platform, the agent has instant access to their purchase history and details of previous contacts, helping to deliver a seamless customer experience without wasting time on needless questions.
Agents can share cases within their teams, route questions to product experts for swifter answers, and even initiate chat sessions with customers seeking help. And because your staff have access to knowledge bases and internal experts, they are enabled to provide great answers, to more customers, without needing to spend endless hours in a training room, cutting costs and increasing productivity.
Discover more about the customer service benefits of deploying Service Cloud with Live Agent:
With Salesforce Service Cloud your agents have instant access to records for each contact, providing an in-depth customer profile including the products they’ve bought, previous contacts and their preferences. Instead of rehashing the same conversations over again, you can save time and improve the customer experience by drawing on a deeper understanding of each individual you speak to.
New to service desk software? Rather than adopting a range of separate, standalone customer service tools,with Salesforce Service Cloud you’re building on an integrated, cloud-based platform that flexes with you, scaling to fit your business. Your customer service team will have the tools they need to be successful including:
And these features can be extended further with partner apps and simple licences meaning you can build just the right solution for your business – whether you’re managing a growing startup or a mature enterprise.