- Home
- Customer Support Software
- Salesforce LiveMessage
Salesforce LiveMessage Review
What is Salesforce LiveMessage?
Salesforce LiveMessage is a mobile messaging solution to provide personalized conversational service to your customers with the use of bots or agents. Customers can use their preferred messaging app—such as SMS or Facebook Messenger—to contact your agents when they are out and about. Having this channel in your customer support system empowers a two-way conversation between your company and your customers to improve customer satisfaction while driving agent productivity and ROI.
LiveMessage gives your agents a 360-degree view of your customers in a single platform, the Service Console, to give them the right information they need in solving cases and answering inquiries. Furthermore, agents can be more productive as they can handle multiple text conversions compared to a phone call where agents can only accommodate one customer at a time.
Salesforce LiveMessage is equipped with a robust set of mobile messaging features such as two-text messaging channel, outbound text messages, automated conversation history, sync and log text with leads, bulk SMS text messaging campaigns, and complete SMS text solution. Salesforce LiveMessage is part of the Salesforce Service Cloud suite which you can include as an add-on on its Lightning Enterprise and Lightning Unlimited Editions.
Show MoreOverview of Salesforce LiveMessage Benefits
Salesforce LiveMessage is a mobile messaging solution you can include for your digital support channels. It offers numerous solutions such as:
Two-Way Conversational Messaging
LiveMessage supports text messaging (SMS) and Facebook Messenger message types. This enables customers to reach out to your business while they’re on the go using the messaging app they prefer. You can send outbound message notifications to customers which can be transformed into in-line conversations and push conversations to the right agent at the right time using Service Cloud omnichannel routing.
Improve Agent Productivity With 360-Degree Customer View
Agents have a 360-degree customer view across any channel and back-end system to give them the right context in resolving issues efficiently and accurately. For instance, agents can access relevant customer information, cross-channel interactions, and purchase history through automated customer matching and screen pop capabilities. The Service Cloud Agent Console allows agents to handle text messages in a unified desktop. They can also handle multiple, simultaneous messages with ease.
Decrease Operational Costs
Companies can reduce their operational costs by freeing up agents to handle more cases at once while ensuring efficiency. Furthermore, you can set up automated and interactive messaging responses using the process builder feature. You can use this to collect your frequently asked questions and curate simple data prior to agent transfer to expedite and optimize the process.
Quick Set Up Processes
LiveMessage is quick to implement compared to other service channels. You can set up the mobile messaging solution in your contact center in just a few hours. Once it’s ready, it only takes a few days to start messaging your customers.
Show MoreOverview of Salesforce LiveMessage Features
- Landline Texting to Existing Office, 800 Numbers for the US, New Numbers for Non-US Locations
- Facebook Messenger Integration
- SMS Texting
- Custom Workflows
- Two-Way Text Messaging Channel
- Standard SMS Text Messages
- Sync and Log Text Chat with Leads, Person Accounts, Contacts
- Bulk SMS Text Messaging Campaigns
- Lead Nurturing
- Outbound Text Messages
- Appointment Reminders
- Notifications
- Interactive Message Response (IMR)
- Text-to-Case
- Omnichannel Integration
- Smart Routing
- Customer Feedback and Analytics
- Multiple, Simultaneous Chat Sessions
- Picture Messaging/MMS
- Conversation History
- Complete SMS Text Solution
- Business-Class Text Platform
- Click-to-Text Feature on Website
What Problems Will Salesforce LiveMessage Solve?
Problem #1: High costs of voice service calls
Solution: Salesforce LiveMessage reduces operational costs for customer support in businesses. Text messaging costs only a quarter of the cost of voice channels decreasing your expenses by up to 75%. Another way to look at how mobile messaging can lower your costs is through your agent’s productivity. Using LiveMessage enables your sales rep to handle multiple text conversations at the same time to boost your productivity and savings. Their time is spent more efficiently and you don’t have to increase their headcount if the support volume rises.
Problem #2: Inconvenient for customers to reach your company when on the go
Solution: Salesforce LiveMessage empowers two-way conversational messaging. This way, your customers can easily reach you even when they are on-the-go without being tied to the web browser. Being able to choose the messaging app they prefer—whether through SMS or Facebook Messenger—increase customer satisfaction. Additionally, you can avoid making customers wait as it provides a “no hold” agent support approach.
Problem #3: Limited information for agents
Solution: Salesforce LiveMessage ensures your agents have instant access they need to properly respond to customers. Agents can easily answer in-context with the user’s concerns or questions through a conversational mobile messaging experience through a single location, the Lightning Console. This streamlines sending mobile messages while incorporating personalization to improve the quality of your customer service.
Salesforce LiveMessage Position In Our Categories
Since businesses have distinct business-related requirements, it is practical they avoid deciding on an all-encompassing, ideal business program. At any rate, it would be futile to find such application even among branded software solutions. The sensible step to undertake would be to shortlist the numerous main factors that require deliberation like important features, plans, skill capability of staff, organizational size, etc. Thereafter, you must do your product research fully. Have a look at these Salesforce LiveMessage reviews and scrutinize each of the software products in your shortlist in detail. Such all-encompassing product investigation guarantees you circumvent ill-fitting software solutions and select the one that includes all the benefits your business requires to achieve growth.
Position of Salesforce LiveMessage in our main categories:
TOP
50
Salesforce LiveMessage is one of the top 50 Customer Support Software products
If you are considering Salesforce LiveMessage it might also be sensible to analyze other subcategories of Customer Support Software collected in our base of B2B software reviews.
Every enterprise is different, and may call for a particular type of Customer Support Software solution that will be adjusted to their business size, type of clients and employees and even particular niche they deal with. You should not count on getting an ideal solution that will work for each business regardless of their history is. It may be a good idea to read a few Salesforce LiveMessage Customer Support Software reviews first and even then you should keep in mind what the software is supposed to do for your company and your workers. Do you require an easy and straightforward solution with just elementary features? Will you actually use the advanced tools needed by pros and large enterprises? Are there any specific features that are especially practical for the industry you operate in? If you ask yourself these questions it is going to be much easier to locate a trustworthy app that will fit your budget.
How Much Does Salesforce LiveMessage Cost?
Salesforce LiveMessage Pricing Plans:
Free Trial
Salesforce LiveMessage
Starts at $75/user/month
Lightning Enterprise add-on
$150/user/month
Lightning Unlimited add-on
$300/user/month
What are Salesforce LiveMessage pricing details?
Salesforce LiveMessage Pricing Plans:
Free Trial
Salesforce LiveMessage
Starts at $75/user/month
Lightning Enterprise add-on
$150/user/month
Lightning Unlimited add-on
$300/user/month
Pricing of Salesforce LiveMessage starts at $75/user/month. It is part of the Salesforce Service Cloud suite as an add-on for the Lightning Enterprise ($150/user/month) and Lightning Unlimited ($300/user/month) Editions. For accurate pricing information for your business, contact the vendor for a quote.
User Satisfaction
Positive Social Media Mentions
3
Negative Social Media Mentions
0
We realize that when you choose to buy a Customer Support Software it’s vital not only to see how experts score it in their reviews, but also to discover if the actual people and enterprises that bought this software are indeed satisfied with the service. That’s why we’ve designer our behavior-based Customer Satisfaction Algorithm™ that collects customer reviews, comments and Salesforce LiveMessage reviews across a wide array of social media sites. The data is then presented in a simple to understand way revealing how many clients had positive and negative experience with Salesforce LiveMessage. With that information at your disposal you will be ready 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
Language Support
- English
- Chinese
- Spanish
- French
- Italian
- Dutch
- Portugese
- Swedish
Pricing Model
- Monthly payment
- Quote-based
Customer Types
- Large Enterprises
- Medium Business
What Support Does This Vendor Offer?
- phone
- live support
- training
- tickets
What integrations are available for Salesforce LiveMessage?
Salesforce LiveMessage integrates with the following:
- SMS texting (custom workflow via Lightning Process Builder)
- Facebook Messenger
- Salesforce Service Cloud (Console required)
- Salesforce Sales Cloud (Console required)
Salesforce LiveMessage
is waiting for
your first review.
Write your own review of this product
ADD A REVIEWMore reviews from 0 actual users:
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 emailSign in with company email
Popular Salesforce LiveMessage Alternatives
Top Competitors To Salesforce LiveMessage By Price
Product name:
Price:
By quote
$49.95
Trending Customer Support Software Reviews
Salesforce LiveMessage Comparisons
Product name:
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
Why is FinancesOnline free?