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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 companies have their own business demands, it is rational they steer clear of going for an all-in-one, ideal software system. At any rate, it would be futile to pinpoint such an app even among sought-after software systems. The logical step to undertake can be to list the numerous vital factors which call for a analysis including important features, pricing, skill capability of staff, company size, etc. The second step is, you should double down on the product research comprehensively. Go over these Salesforce LiveMessage analyses and scrutinize each of the software systems in your shortlist more closely. Such comprehensive product research guarantees you circumvent poorly fit apps and choose the one which meets all the aspects your business requires for optimal results.
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 may also be beneficial to examine other subcategories of Customer Support Software listed in our base of SaaS software reviews.
It is important to keep in mind that virtually no software in the Customer Support Software category is an ideal solution able to meet all the goals of all business types, sizes and industries. It may be a good idea to read a few Salesforce LiveMessage Customer Support Software reviews first as certain solutions might dominate only in a very narrow group of applications or be prepared with a really specific type of industry in mind. Others may work with a goal of being simple and intuitive and therefore lack complicated features needed by more experienced users. You can also come across apps that cater to a broad group of customers and offer a complex feature toolbox, however that in most cases comes at a more expensive cost of such a service. Ensure you're aware of your requirements so that you purchase a solution that offers specifically the functionalities you look for.
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 know that when you choose to purchase a Customer Support Software it’s important not only to find out how experts evaluate it in their reviews, but also to find out whether the real users and companies that bought these solutions are indeed satisfied with the service. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Salesforce LiveMessage reviews across a vast array of social media sites. The information is then displayed in a simple to understand form revealing how many customers had positive and negative experience with Salesforce LiveMessage. With that information at hand you will be equipped to make an informed business decision 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)
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