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Salesforce Live Agent Review
What is Salesforce Live Agent?
Salesforce Live Agent is a real-time live chat support you can embed on your website and apps. This enables your customers and prospects to reach out and communicate with your company on the web while they are currently on your site or app. Using the online tool, your representatives can conveniently be on standby 24/7 to respond with real-time interaction and empower immediate connection.
Live Agent is suitable for businesses with a limited size for their support team and want to maximize each of their agent’s return. For instance, a single agent can manage multiple and simultaneous customer interactions from one screen compared to a phone call where one agent can only respond to one customer at a time. It also helps in utilizing your budget as it has no charge for each interaction.
This product offers several features to leverage the quality of your real-time customer support. Some examples include a multilingual support, customer profile, chat routing, in-depth metrics and customer chat sneak peeks. It also has a feature called Snap-ins for embedding live chat on your apps. Salesforce Live Agent is one of the products in the robust Salesforce Service Cloud suite that you can add on your chosen plan to increase customer loyalty, retention and satisfaction.
Show MoreOverview of Salesforce Live Agent Benefits
Salesforce Live Agent helps businesses keep in touch with customers who are currently on their website or application and respond in real-time to their inquiries. It offers valuable benefits to a business. Here are some examples:
Real-Time, Personalized Online Assistance
Live Agent can be embedded both on your website and application (called as Snap-ins) to incorporate live chat support online. The live chat is personalized based on how a customer or prospect engages with your site. This ensures each interaction and communication fits with each individual visitor’s preferences. It also has multilingual support which helps you deliver a consistent and high-quality support to customers around the world.
Increase Agent Productivity
Agents can utilize their time well with the tool’s productivity features. Each live chat connects with the complete customer profile. Hence, your agents can deliver responses in context while maintaining consistency and accuracy for the overall customer experience. To ensure the right agent handle the right subject matter, the tool automatically routes the customer/prospect based on their needs. Agents can take a sneak peek of the customer’s message to formulate the appropriate response in a faster manner and use keyboard shortcuts to add pre-written messages for a quicker reply.
Empower Teams to be Smarter
Salesforce Live Agent gives you comprehensive metrics of your agent’s performance and instant message sessions so you can easily plan strategies to improve your team’s efficiency in a data-driven context. Managing workloads is also streamlined as you can monitor agent queues in real time. Meanwhile, real-time coaching is possible through private message to help and teach agents while communicating with the customer.
Show MoreOverview of Salesforce Live Agent 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
What Problems Will Salesforce Live Agent Solve?
Problem #1: Limited access to team performance and productivity
Solution: Salesforce Live Agent connects you with your team efficiently. To manage workloads and increase each agent’s productivity, you can monitor their queues in real-time to balance their load while, at the same time, you can manage your customer’s waiting time. You can also use real customer conversations to coach agents on where and how they can improve their service in real-time through private messages.
Problem #2: Out-of-context responses
Solution: Salesforce Live Agent makes sure your agents can respond to your customers with the right answers at the right time. Hence, it shows agents a 360-degree of a customer’s profile to deliver an answer in-context. For instance, your agents will respond accordingly if they are conversing with a current customer or a new prospect due to their different experiences with your company. Chats are also automatically routed to the right agent who is experts in the subject matter.
Problem #3: Customers having a hard time reaching your company
Solution: Salesforce Live Agent embeds chat support on your website and app. If a customer has a question or inquiry, he or she can easily click the chat button to start a conversation. Having a real-time online help avoids losing customers as you can respond while customers are active. Furthermore, your response is personalized based on how a prospect engages with your chat: if he or she is sales ready or still hesitant to purchase (which means the lead will need more nurturing).
Awards & Quality Certificates
Salesforce Live Agent Position In Our Categories
Bearing in mind businesses have unique business-related demands, it is only practical they avoid picking a one-size-fits-all, ”best” system. However, it would be almost impossible to find such an app even among popular software products. The correct thing to do can be to set down the various essential functions which need analysis including key features, costing, technical skill levels of staff members, business size, etc. The second step is, you should conduct your product research to a full extent. Go over some of these Salesforce Live Agent evaluations and look over the other software programs in your shortlist more closely. Such well-rounded product investigation ensure you take out poorly fit applications and choose the one that includes all the function your business requires to achieve growth.
Position of Salesforce Live Agent in our main categories:
It's essential to realize that almost no service in the Live Chat Software category is going to be a perfect solution able to meet all the needs of various company types, sizes and industries. It may be a good idea to read a few Salesforce Live Agent Live Chat Software reviews first as specific software can excel only in a really narrow set of applications or be designed with a really specific industry in mind. Others might work with a goal of being simple and intuitive and as a result lack advanced functionalities needed by more experienced users. There are also apps that support a wide group of customers and provide a rich feature toolbox, but this frequently comes at a more significant cost of such a solution. Make sure you're aware of your needs so that you pick a solution that offers exactly the functionalities you look for.
How Much Does Salesforce Live Agent Cost?
Salesforce Live Agent Pricing Plans:
Free Trial
Quote-based Plan
Contact vendor
What are Salesforce Live Agent pricing details?
Salesforce Live Agent Pricing Plans:
Free Trial
Quote-based Plan
Contact vendor
Salesforce Live Agent is one of the products in the Salesforce Service Cloud module. For pricing information, you may contact the vendor to request a quote.
User Satisfaction
Positive Social Media Mentions
14
Negative Social Media Mentions
1
We realize that when you choose to buy a Live Chat Software it’s important not only to see how experts score it in their reviews, but also to find out if the actual clients and businesses that purchased it are genuinely content with the product. Because of that need we’ve designer our behavior-based Customer Satisfaction Algorithm™ that collects customer reviews, comments and Salesforce Live Agent reviews across a wide range of social media sites. The data is then displayed in a simple to understand form revealing how many people had positive and negative experience with Salesforce Live Agent. With that information at hand you will be equipped to make an informed business choice that you won’t regret.
Video
Technical details
Devices Supported
- Windows
- Linux
- Android
- iPhone/iPad
- Mac
- Web-based
Deployment
- Cloud Hosted
- Open API
Language Support
- English
- Chinese
- Spanish
- French
- Italian
- Dutch
- Portugese
- Swedish
Pricing Model
- Quote-based
Customer Types
- Small Business
- Large Enterprises
- Medium Business
What Support Does This Vendor Offer?
- phone
- live support
- training
- tickets
What integrations are available for Salesforce Live Agent?
Salesforce Live Agent integrates with the systems in Salesforce’s AppExchange marketplace. You may also use the Live Agent API.
Salesforce Live Agent User Reviews
Salesforce Live Agent average rating:
4/5
Overall impression
5/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Write your own review of this product
ADD A REVIEWThe most favorable review
PROS: We love being able to track the progress with each of our clients' sales concerns so we know how to approach with the next steps.
CONS: There's nothing to dislike with this tool.
The least favorable review
PROS: Salesforce Live Agent was able to make it easy for us to integrate it with the systems we already have, seamlessly and without too much fuss.
CONS: Filling in some fields and auto-reply settings can be made a lot easier.
More reviews from 12 actual users:
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Latest
- Latest
- Most useful
- Most positive
- Most negative
A user review for Salesforce Live Agent
Read full review >
4/5
Overall impression
3/5
Customer Support
3/5
Value for Money
3/5
Ease of Use
Published on: 04.12.2021
Company Size: More than 100 Employees
Industry: Government Administration
PROS: Salesforce is giving us good service with their Live Agent offering, and their support team is able to address all our concerns.
CONS: I look forward to less waiting time before a Salesforce support agent gets to me and helps me with my queries.
Great add-on features
Read full review >
4/5
Overall impression
4/5
Customer Support
4/5
Value for Money
3/5
Ease of Use
Published on: 24.11.2021
Company Size: More than 100 Employees
Industry: Marketing and Advertising
PROS: We're able to address client concerns as and when they need us, and that shows our top-notch customer service.
CONS: No issues with Live Agent so far.
Efficient messaging platform
Read full review >
4/5
Overall impression
4/5
Customer Support
3/5
Value for Money
4/5
Ease of Use
Published on: 11.11.2021
Company Size: More than 100 Employees
Industry: Internet
PROS: I like that we're now able to message back our customers promptly and efficiently.
CONS: I wish we can avoid software lags in the future, especially when several chats are happening at the same time.
Do use Salesforce Live Agent!
Read full review >
5/5
Overall impression
5/5
Customer Support
4/5
Value for Money
5/5
Ease of Use
Published on: 29.07.2021
Company Size: More than 100 Employees
Industry: Market Research
PROS: It's affordable as a 24/7 communications platform for our agents and our customers online because it all happens in real time.
CONS: More features for the mobile app too, please.
Sales pros will definitely find this tool essential
Read full review >
5/5
Overall impression
4/5
Customer Support
4/5
Value for Money
5/5
Ease of Use
Published on: 15.06.2021
Company Size: More than 100 Employees
Industry: Banking
PROS: We love being able to track the progress with each of our clients' sales concerns so we know how to approach with the next steps.
CONS: There's nothing to dislike with this tool.
Easy user interface
Read full review >
5/5
Overall impression
5/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Published on: 28.05.2021
Company Size: More than 100 Employees
Industry: Business Supplies and Equipment
PROS: Salesforce Live Agent's interface is user-friendly and so easy to navigate through.
CONS: No complaints from me. It's been great for us so far.
CRM for sales
Read full review >
5/5
Overall impression
5/5
Customer Support
4/5
Value for Money
5/5
Ease of Use
Published on: 15.03.2021
Company Size: More than 100 Employees
Industry: Computer Software
PROS: It's better than our previous system because we can see what we need to add to the reports we regularly create. Making a simple workflow when we create cases is also easier.
CONS: It would be helpful for the interface to be more user-friendly.
Perfect solution for support issues
Read full review >
4/5
Overall impression
3/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Published on: 15.01.2021
Company Size: 11-50 Employees
Industry: Marketing and Advertising
PROS: It was so for our team to integrate it into our website, and now even the customers find it user-friendly.
CONS: The slight messaging delays can be avoided in the future.
It’s a responsive tool
Read full review >
4/5
Overall impression
3/5
Customer Support
4/5
Value for Money
3/5
Ease of Use
Published on: 13.03.2020
Company Size: More than 100 Employees
Industry: Retail
PROS: The Salesforce Live Agent tool is responsive and easily recalls what we've inputted. Its features and solutions are exactly what our company needs.
CONS: We struggled at first with setting it up with our system, but the Salesforce support team came to our rescue, so all good.
Seamless integration for work
Read full review >
4/5
Overall impression
3/5
Customer Support
3/5
Value for Money
4/5
Ease of Use
Published on: 03.03.2020
Company Size: 11-50 Employees
Industry: N/A
PROS: Salesforce Live Agent was able to make it easy for us to integrate it with the systems we already have, seamlessly and without too much fuss.
CONS: Filling in some fields and auto-reply settings can be made a lot easier.
Good fit for basic customer support
Read full review >
4/5
Overall impression
4/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Published on: 18.02.2020
Company Size: More than 100 Employees
Industry: Information Technology and Services
PROS: The Salesforce Live Agent is a good tool for our support agents to start with, because of its easy user interface and a responsive API, which we were able to integrate into our key platforms.
CONS: It would be great to have affordable alternatives for more complex system integrations.
Great internal connectivity tool
Read full review >
5/5
Overall impression
5/5
Customer Support
4/5
Value for Money
5/5
Ease of Use
Published on: 15.02.2020
Company Size: More than 100 Employees
Industry: Translation and Localization
PROS: It's great for when staff needs to get connected internally, with interesting add-on features.
CONS: I look forward to getting trained more on the additional features of the app.
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Salesforce Live Agent user reviews
A user review for Salesforce Live Agent
Read full review >
4/5
Overall impression
3/5
Customer Support
3/5
Value for Money
3/5
Ease of Use
Published on: 04.12.2021
Company Size: More than 100 Employees
Industry: Government Administration
Great add-on features
Read full review >
4/5
Overall impression
4/5
Customer Support
4/5
Value for Money
3/5
Ease of Use
Published on: 24.11.2021
Company Size: More than 100 Employees
Industry: Marketing and Advertising
Efficient messaging platform
Read full review >
4/5
Overall impression
4/5
Customer Support
3/5
Value for Money
4/5
Ease of Use
Published on: 11.11.2021
Company Size: More than 100 Employees
Industry: Internet
Do use Salesforce Live Agent!
Read full review >
5/5
Overall impression
5/5
Customer Support
4/5
Value for Money
5/5
Ease of Use
Published on: 29.07.2021
Company Size: More than 100 Employees
Industry: Market Research
Sales pros will definitely find this tool essential
Read full review >
5/5
Overall impression
4/5
Customer Support
4/5
Value for Money
5/5
Ease of Use
Published on: 15.06.2021
Company Size: More than 100 Employees
Industry: Banking
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