MENU
GET LISTED
GET LISTED
SHOW ALLPOPULAR CATEGORIES
Share
Tweet
Share

Salesforce Live Agent Review

Salesforce Live Agent
Our score: 9.1 User satisfaction: 92%

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.

Overview 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.

Overview 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

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

Salesforce Live Agent Position In Our Categories

Because companies have particular business needs, it is reasonable that they steer clear of choosing a one-size-fits-all, ”best” business application. Just the same, it would be futile to come across such application even among recognizable software systems. The practicable step to undertake can be to narrow down the several main functions which entail investigation including key features, pricing, technical skill competence of staff members, company size, etc. Then, you must conduct your product research through and through. Go over some of these Salesforce Live Agent reviews and check out each of the software systems in your shortlist in detail. Such well-rounded research guarantees you take out unsuitable applications and select the one that offers all the benefits your business requires.

Position of Salesforce Live Agent in our main categories:

Salesforce Live Agent is also listed in the following subcategories:

It's essential to realize that hardly any app in the Live Chat Software category will be a perfect solution that can meet all the requirements 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 some services may excel only in a really narrow set of applications or be prepared with a very specific type of industry in mind. Others may work with a goal of being easy and intuitive and as a result lack complicated features welcomed by more experienced users. You can also find services that focus on a broad group of customers and give you a powerful feature base, however this frequently comes at a more significant cost of such a service. Make sure you're aware of your requirements so that you get a software that has specifically the elements you search for.

How Much Does Salesforce Live Agent Cost?

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 make a decision to buy Live Chat Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Salesforce Live Agent reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Salesforce Live Agent. With that information at hand you should be equipped to make an informed buying decision 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?

  • email
  • phone
  • live support
  • training
  • tickets

Popular Salesforce Live Agent Alternatives

Top Competitors To Salesforce Live Agent By Price

Product name:
Price:
by quote

Trending Live Chat Software Reviews

Product name:
Score:
Satisfaction:
7.8
100%
8.0
93%
8.6
100%

Salesforce Live Agent Comparisons

Salesforce Live Agent user reviews

Great add-on features

Read full review >
Malvina
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 11.05.2020 Company Size: More than 100 Employees Industry: Marketing and Advertising

Efficient messaging platform

Read full review >
Kaelyn
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 28.04.2020 Company Size: More than 100 Employees Industry: Internet

Do use Salesforce Live Agent!

Read full review >
Columbus
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 26.04.2020 Company Size: More than 100 Employees Industry: Market Research

A user review for Salesforce Live Agent

Read full review >
Leilani
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 04.04.2020 Company Size: More than 100 Employees Industry: Government Administration

Easy user interface

Read full review >
Verlie
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.04.2020 Company Size: More than 100 Employees Industry: Business Supplies and Equipment

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.

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 average rating:

Average score
4.4/5 (12 user reviews)
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 REVIEW

The most favorable review

Celestino

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.

Reviewed 2 months ago

Read full review >

The least favorable review

Katelin

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.

Reviewed 3 months ago

Read full review >

More reviews from 12 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Great add-on features

Read full review >
Malvina
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 11.05.2020 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.

What do you think about this review? Great Poor

Efficient messaging platform

Read full review >
Kaelyn
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 28.04.2020 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.

What do you think about this review? Great Poor

Do use Salesforce Live Agent!

Read full review >
Columbus
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 26.04.2020 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.

What do you think about this review? Great Poor

A user review for Salesforce Live Agent

Read full review >
Leilani
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 04.04.2020 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.

What do you think about this review? Great Poor

Easy user interface

Read full review >
Verlie
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.04.2020 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.

What do you think about this review? Great Poor

Sales pros will definitely find this tool essential

Read full review >
Celestino
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 27.03.2020 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.

What do you think about this review? Great Poor

CRM for sales

Read full review >
Mavis
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 16.03.2020 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.

What do you think about this review? Great Poor

Perfect solution for support issues

Read full review >
Violet
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 15.03.2020 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.

What do you think about this review? Great Poor

It’s a responsive tool

Read full review >
Herminio
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.

What do you think about this review? Great Poor

Seamless integration for work

Read full review >
Nannie
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.

What do you think about this review? Great Poor

Good fit for basic customer support

Read full review >
Katelin
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.

What do you think about this review? Great Poor

Great internal connectivity tool

Read full review >
Vivienne
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.

What do you think about this review? Great Poor
women man women man man women

Join a community of 7,369 SaaS experts

Thank you for the time you take to leave a quick review of this software. Our community and review base is constantly developing because of experts like you, who are willing to share their experience and knowledge with others to help them make more informed buying decisions.

Sign in with LinkedIn Why we require LinkedIn?
  • Show the community that you're an actual user.
  • We will only show your name and profile image in your review.
  • You can still post your review anonymously.

OR

Sign in with company email

Sign in with company email

Reviewed By Jenny Chang
Page last modified
Did you find this review useful?
Yes No

Thank you for your feedback

How can we make this page better?

Unsure about this software?
FIND ALTERNATIVES
TOP

Why is FinancesOnline free? Why is FinancesOnline free?

FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Please note, that FinancesOnline lists all vendors, we’re not limited only to the ones that pay us, and all software providers have an equal opportunity to get featured in our rankings and comparisons, win awards, gather user reviews, all in our effort to give you reliable advice that will enable you to make well-informed purchase decisions.