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Messaging as a Customer Service Channel with Salesforce LiveMessage – Webinar Follow-up

Today, customers are demanding more personalized, efficient experiences when it comes to brand service and support. With new channels such as social media and messaging apps used to communicate with friends and family, your customers are coming to expect similar communication channels to get in touch with your business.

Don’t get me wrong, brands are leveraging these channels, but many not in the right way – they are leveraging these channels in ways that prohibits them to engage in a 2-way conversation. On average, brands take about 24 hours to respond to a Twitter of Facebook post. And, when it comes to mobile messaging, many brands are only using 1-way, triggered messages, preventing the customer to remain on that channel and message back in if they have a question.

That is until now. Enter Salesforce LiveMessage. Now customers have the ability to unlock the messaging channel in their contact centers, providing businesses the ability to enhance the customer experience, decrease their operating costs (agents can handle up to 7 message conversations at a time vs. 1 phone call), and increase ROI.

Two weeks ago, we held a webinar with Salesforce’s VP, Messaging, Meredith Flynn-Ripley, to cover Salesforce’s latest messaging product powered by Service Cloud, LiveMessage. Here are some of the answers to the most common questions that arose.

  • Do you need a specific Salesforce license to use LiveMessage? – Yes, you need to have Service Cloud licenses in order to take advantage of LiveMessage. In addition, Console view is needed.
  • What is the fee structure for this product if we already have Service Cloud licenses? – LiveMessage right now is an add-on. $75 for a single message type per agent per month (SMS or Facebook Messenger), or if you prefer to leverage both SMS and Messenger, it is $100 per agent per month.
  • Can you (agent) initiate the text conversation versus the customer initiating it? – Yes, there are three key ways that businesses can leverage LiveMessage:
    • Customers can initiate the conversation from mobile to a business.
    • Companies can initiate the conversation to a customer’s mobile device (assuming the customer is opt in for this).
    • Companies can initiate a triggered outbound message to a customer’s mobile device (i.e. shipment notifications, appointment reminders, etc.) and if the customer has a question, they can text back and the conversation will get routed to an agent.
  • Can you set up text-to-case with LiveMessage? – Yes, you can set up text-to-case or link to an existing case with a returning customer.
  • If messages are sent during offline hours, are they queued for the following day? – You can set up an automated message letting customers know that agents are unavailable and offline for the day, but will be in touch with them when they get in the next morning. The customers will be added to a queue in the order they came in for agents to reach out when they are back online.
  • Can you send messages without a developer? – Yes, the agent can send out messages without any help from a developer, all from within the Console view, an environment and experience that they are already familiar with.
  • Are we able to send international text messages? Also, the phone number that receives the text, can it be an international number? – Yes, LiveMessage currently supports almost a dozen countries. The phone number does not need to be in the country – e.g. if you are a contact center in the U.S. and have a large call volume from France, you can have you agents receiving inquiries from customers who have French numbers, and responding to those customers from a French number.

Thanks to everyone that attended and hopefully the webinar was helpful for you. For more information, be sure to check out our Leveraging Salesforce LiveMessage blog post that goes into specifics about the benefits of adding Messaging as a channel to your service organization.

Harry Radenberg

Harry is the CEO and founder of GearsCRM, with more than 18 years of experience working with the Salesforce platform. Outside of Gears, Harry enjoys debating Star Wars and Marvel with his son and sharing music and videos with his daughter. He is an avid racquetball player, bleeds Dodger blue, cries Jets green and always tries to find spare time to read a good fiction novel.

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