Salesforce LiveMessage brings messaging to Service Cloud
As increasingly more folks use SMS and messaging apps like Fb Messenger to work together with associates, it’s solely logical that they wish to work together with enterprise that method too — and right now Salesforce launched LiveMessage, a software that helps customer support reps handle messaging site visitors similar to any buyer interactions in Service Cloud.
For starters, it helps SMS/MMS and Fb Messenger, however over the following yr the firm expects so as to add help for different message apps, as effectively.
Service Cloud prospects can arrange an SMS messaging interplay in lower than a day by means of a firm’s 800 quantity. This new performance is constructed with expertise that got here from the HeyWire acquisition in September. The entire message site visitors, whatever the software, seems in a tabbed view in Service Cloud, simply because it does with telephone or net chats.
The brand new performance entails a few totally different approaches to messaging: speaking to a human and speaking utilizing bots. Firms may use a mixture of the 2, beginning with bots for easy interactions, then transferring to people for extra complicated questions.
Salesforce is providing Service Cloud bots, or prospects can plug in a third-party bot to speak through automated interactions in messenger purchasers. The important thing right here, although, is to offer avenues for two-way communication between the corporate and the shopper through a message interface.
We’ve all had the expertise of getting a textual content that an merchandise has shipped or our appointment is confirmed from an organization or service supplier, however with out the power to textual content again. Customers used to having two-way communication are sometimes annoyed by these restricted interactions.
Service Cloud is providing a method to give that two-way interactions between customers and corporations that we’re used to having with our associates. After we get a textual content, we anticipate to have the ability to reply — and this new performance permits us to do this — whether or not we’re interacting with an automatic response bot or a human.
“We don’t view this as bots [versus human] brokers. This may be bots for easy rules-based approaches, or it could possibly be a real-time dialog or a mixture of each,” stated Meredith Flynn-Ripley, VP of product messaging at Service Cloud, who got here to the corporate through the HeyWire acquisition.
Flynn-Ripley indicated one of many benefits of going with messaging is that corporations see a pointy drop-off in telephone site visitors when prospects open a messaging channel in Service Cloud. Prospects appear to want to work together utilizing messaging over selecting up a telephone. “Stay messaging turns into 15-20 p.c of [customer service] interactions in a matter of weeks,” she says. What’s extra, prospects are seeing voice calls dropping by numbers straight proportional to the rising messaging site visitors.
Brokers can handle as much as 7 message channels at a time within the Service Cloud interface — and customer support brokers who’re already utilizing net chat expertise ought to be capable of rise up and working with the brand new messaging capabilities with none extra coaching.
Flynn-Ripley says what it comes right down to is that prospects wish to talk on their phrases, and texting is proving to be a well-liked method to contact corporations with customer support points.