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Salesforce LiveMessage REVIEW

Customer Support Software

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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.

Overview 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.

Overview 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

Position of Salesforce LiveMessage in our main categories:


Salesforce LiveMessage is one of the top 50 Customer Support Softwareproducts


Salesforce LiveMessage is one of the 50
Customer Support Software products

If you are interested in Salesforce LiveMessage it could also be sensible to examine other subcategories of Best Customer Support Software listed in our base of SaaS software reviews.Call Center Software, Live Chat Software, Remote Support Software

There are trendy and widely used applications in each software category. But are they essentially the best fit for your enterprise’s unique needs? A market-leading software product may have thousands of customers, but does it provide what you require? For this reason, do not blindly shell out for popular systems. Read at least a few Salesforce LiveMessage reviews and mull over the factors that you wish to have in the software such as the fees, main functionality, available integrations etc. Then, shortlist a few solutions that fit your needs. Try out the free trials of these platforms, read online opinions, get explanations from the vendor, and do your homework thoroughly. This profound groundwork is certain to help you find the most excellent software application for your organization’s unique needs.

How Much Does Salesforce LiveMessage Cost?

Salesforce LiveMessage Pricing Plans:
Free trial
Salesforce LiveMessage
Starts at $75/user/month
Lightning Enterprise add-on
Lightning Unlimited add-on

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

We realize that when you make a decision to buy Customer Support 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 LiveMessage 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 LiveMessage. 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
  • Monthly payment
  • Quote-based
Customer Types
  • Large Enterprises
  • Medium Business
  • Cloud Hosted

What Support Does This Vendor Offer?


What are Salesforce LiveMessage pricing details?

Salesforce LiveMessage Pricing Plans:
Free trial
Salesforce LiveMessage
Starts at $75/user/month
Lightning Enterprise add-on
Lightning Unlimited add-on

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.

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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