Exclusively, in what has become a highly digitalized world, organizations need solutions that enable real-time customer service and interaction. The element that has become prominent in serving this area is the live chat that enables companies to offer real-time answers to consumer questions and inquiries and increase consumers’ satisfaction levels. But, for businesses using Salesforce as their CRM, the question arises: How does live chat work together with Salesforce? Alright, let’s expand on this subject ‘Salesforce live chat integration’ and learn if and how Salesforce is involved with live chat features, especially such sophisticated features as no-code chatbots.
Salesforce Live Chat Integration: An Overview
Salesforce, which holds one of the highest shares of the customer relationship management market, functions as a scalable product with the possibility of further development. It enables businesses to adopt multiple third-party applications, such as live chat software, into its platform. Live Chat is also available in many native and third-party apps in Salesforce, where companies can effectively coordinate and track customer interactions within the CRM.
There are numerous live chat features on the Salesforce that include live chat widgets which can be integrated into business websites to facilitate real-time, two-way conversations with the website visitors. Salesforce also offers chat reporting and analytics to evaluate the effectiveness of chatting, the satisfaction of customers, and areas for enhancement. Additionally, businesses can integrate live chat with Salesforce workflows, automatically updating records, creating cases, and sending follow-up messages. This powerful combination of live chat and CRM helps businesses maintain a streamlined communication flow.
However, while Salesforce does offer built-in solutions like Salesforce Live Agent, businesses looking for more advanced live chat capabilities or specific features—like multi-channel support and automation—might want to explore additional tools such as 360 SMS Salesforce no-code chatbots.
360 SMS No-Code Chatbots for Salesforce Live Chat Integration
When it comes to integrating live chat with Salesforce, 360 SMS stands out as a robust solution. 360 SMS provides a range of features designed to enhance live chat functionality, including no-code chatbots and the ability to manage multiple communication channels within Salesforce.
Here’s how 360 SMS no-code chatbots can boost your live chat capabilities:
1. Efficient Handling of Basic Queries
Most customer queries, including, ‘ When are you open?’ or even, “Where can I track my order?” do not need human assistance. As implemented by 360 SMS no-code chatbots, the company can respond to frequently asked questions through chatbot implementations. These chatbots can be created without coding, thus making it possible for laymen to develop and implement these tools for various applications.
All of these chatbots are integrated with live agents. The no-code chatbots handle straightforward conversations; in case of complex questions, the user is transferred to a human agent. This guarantees that customers are always served with timely and accurate responses.
2. Multi-Window Chat Handling
One of the standout features of Salesforce 360 SMS for live chat is its multi-window chat capability. Human agents can handle multiple conversations simultaneously, improving efficiency and ensuring that no customer has to wait long for a response. This feature is especially valuable for businesses with high customer interaction volumes, as it helps agents prioritize conversations and switch between multiple chats easily.
3. Seamless Integration with Salesforce
As a native Salesforce application, 360 SMS integrates smoothly with the CRM, providing a unified interface for managing all customer interactions. Whether it’s handling inquiries via live chat, managing SMS campaigns, or automating customer responses through chatbots, 360 SMS ensures that businesses can operate efficiently without the need for additional platforms or logins. This level of Salesforce live chat integration makes it easy to track interactions and update customer records in real time.
4. Advanced Automation with No-Code Chatbots
With 360 SMS, you can also trigger automation within the live chat workflow. For example, if a chatbot can’t handle a particular query, it can automatically escalate the issue to a human agent. Additionally, businesses can configure the system to collect customer feedback post-interaction or gather valuable insights for customer service improvements.
Around 91% of customers say that firms should improve their business offerings after collecting opinions from buyers and customers rather than collecting from experts.
Thus, 360 SMS automation features not only save time but also enhance customer satisfaction by ensuring timely follow-ups and accurate responses.
Why 360 SMS No-Code Chatbots are Perfect for Live Chatting
360 SMS no-code chatbots go beyond basic live chat by offering scalability and automation. Using the no code features, a business can install more than one chatbot to respond to different organizational departments, such as customer service, sales, or marketing departments. Also, 360 SMS can be used with the option that aggressiveness is known for specific industries only, with full proof that customers are getting the right information at the right time.
Also, when the chatbot handles basic questions and requests, your human operators are available to help with more complicated problems. Since different chats can be opened at a time, several chats running at a time can minimize the time agents take to honor each inquiry, leading to higher efficiency.
Other than live chat for support, Salesforce IVR also plays a major role. 360 SMS CTI’s Salesforce IVR (Interactive Voice Response) capabilities add another layer of functionality, making it possible for agents to configure Salesforce IVR in male and female voices easily. This helps customers resolve their issues by interacting with voice commands, ensuring every customer gets the support they need.
Additional Common Questions About Salesforce and Live Chat
To further clarify how live chat works within Salesforce, here are answers to some common questions that users often have:
1. Does Salesforce support live chat?
Yes, Salesforce offers native live chat support through features like Live Agent. Additionally, third-party integrations, such as 360 SMS, enhance this capability with no-code chatbots and multi-channel communication options.
2. How to set up live chat in Salesforce?
Setting up live chat in Salesforce is straightforward. It typically involves adding the Salesforce Live Agent or integrating third-party solutions like 360 SMS. Customization options allow you to align the chat with your brand, and you can integrate chatbots to automate responses.
3. Does Salesforce have a chat function?
Indeed, there is an inbuilt chat, Live Agent, and businesses can offer customers support in real-time through it. However, for enhanced efficient chat automation and integration with other channels, it is advisable to use tools like 360 SMS no-code chatbots.
Conclusion
In summary, Salesforce live chat integrates smoothly with the CRM platform, offering real-time customer engagement. While Salesforce’s native solutions provide a solid foundation, leveraging advanced tools like 360 SMS no-code chatbots can greatly enhance live chat capabilities. The ability to handle simple queries, manage simultaneous conversations, and seamless integration with Salesforce really help automate workloads for businesses while also allowing real-life agents more time for their work.
When it comes to live chat and automation tools, customer service can become effective, inexpensive, and a joy for your customers. If you’re pondering how these solutions can fit into your business, this is the right time to integrate Salesforce IVR and chatbots through a platform like 360 SMS.
With live chat and automation, the opportunities for your business to grow and succeed in the present time are vast – no matter if you are in the call center business selling 24/7 customer support services or if you want to effectively manage your multi-channel operations. Drop us a line at care@360smsapp.com or click here to contact us.
CEO Siddharth Sehgal is CEO & Salesforce Communication Guru. He helps businesses grow exponentially by putting their Salesforce CRM on steroids with his unique techniques. He is on a mission to help businesses build deeper relationships with their customers.
Siddharth Sehgal
