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Salesforce Live Agent REVIEW

Live Chat Software

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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).

Salesforce Live Agent Position In Our Categories

Salesforce Live Agent is also listed in the following subcategories:

Live Chat Software#3
Live Chat Software#3

There are well-liked and widely used solutions in each software group. But are they necessarily the best fit for your enterprise’s special requirements? A popular software application may have thousands of users, but does it offer what you require? For this reason, do not blindly invest in popular systems. Read at least a few Salesforce Live Agent reviews and consider the factors that you want in the software such as the price, main tools, available integrations etc. Then, select a few apps that fit your needs. Check out the free trials of these apps, read online comments, get information from the maker, and do your homework meticulously. This in-depth groundwork is certain to aid you select the best software application for your company’s specific needs.

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

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.






Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
  • Chinese
  • Spanish
  • French
  • Italian
  • Dutch
  • Portugese
  • Swedish
Pricing Model
  • Quote-based
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Cloud Hosted
  • Open API

What Support Does This Vendor Offer?


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.

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