What Is Salesforce Live Chat? How Does Live Chat Work in Salesforce?

In today’s fast-paced digital world, businesses are continually searching for new ways to engage with their customers and provide a seamless customer experience. One such tool that is gaining popularity is Salesforce Live Chat, a real-time communication feature that enables businesses to engage with their customers through chat conversations on their website or mobile app.

In this article, we’ll provide a brief introduction to Salesforce Live Chat and explore how it can help businesses improve their customer engagement and overall customer experience.

What is Salesforce Live Chat?

Salesforce Live Chat is a cloud-based customer engagement tool that enables businesses to connect with their customers in real-time through chat conversations. It allows businesses to engage with customers on their website or mobile app, providing a more personalized and responsive customer service experience.

The Live Chat feature is part of the Salesforce Service Cloud, a customer service platform that helps businesses manage customer interactions across multiple channels. With Live Chat, businesses can improve their response times and provide customers with the support they need to make informed purchase decisions.

How Does Salesforce Live Chat Work?

Salesforce Live Chat works by providing a chat widget on a business’s website or mobile app, which customers can use to initiate a chat conversation with a customer service representative. When a customer initiates a chat, the representative receives a notification and can respond to the customer in real-time.

The chat conversation can be customized with personalized greetings, automated responses, and even recommended products or services. Live Chat also integrates with other Salesforce tools, such as the Sales Cloud and Marketing Cloud, enabling businesses to track customer interactions and gather valuable customer data.

Benefits of Salesforce Live Chat

Salesforce Live Chat offers numerous benefits for businesses looking to improve their customer engagement and overall customer experience. Some of the key benefits include:

Improved Response Times – Live Chat enables businesses to respond to customer inquiries in real-time, providing a faster and more responsive customer service experience.

Personalized Support – Live Chat allows businesses to provide personalized support to customers, offering customized greetings, recommended products or services, and even personalized responses based on the customer’s purchase history.

Increased Customer Satisfaction – With faster response times and personalized support, customers are more likely to be satisfied with their experience and develop a positive view of the business.

Valuable Customer Data – Live Chat integrates with other Salesforce tools, enabling businesses to gather valuable customer data and insights into customer behavior and preferences.

Step By Step Guide To Setting Up Live Web Chat in Salesforce

Setting up Live Web Chat in Salesforce is a relatively straightforward process that can be completed in just a few steps. In this article, we’ll provide a step-by-step guide to setting up Live Web Chat in Salesforce so you can start engaging with your customers in real-time.

Step 1: Set Up a Live Agent User

The first step in setting up Live Web Chat in Salesforce is to create a Live Agent user. A Live Agent user is a customer service representative who will be responsible for managing chat conversations with customers. To create a Live Agent user, follow these steps:

• Navigate to Setup in your Salesforce account.
• Click on Users in the left-hand menu.
• Click on New User in the top right-hand corner.
• Fill out the user information, including their name, email address, and role.
• In the User License section, select Live Agent User.
• Save the user.

Step 2: Create a Live Agent Configuration

The next step is to create a Live Agent configuration. A Live Agent configuration defines the settings for Live Web Chat, including the chat window appearance, canned messages, and chat queue behavior. To create a Live Agent configuration, follow these steps:

• Navigate to Setup in your Salesforce account.
• Click on Live Agent in the left-hand menu.
• Click on New in the Live Agent Configurations section.

• Fill out the configuration information, including the configuration name, chat window appearance, and chat queue settings.
• Save the configuration.

Step 3: Create a Chat Button

The third step is to create a chat button that customers can use to initiate a chat conversation with a Live Agent user. To create a chat button, follow these steps:

• Navigate to Setup in your Salesforce account.
• Click on Live Agent in the left-hand menu.
• Click on Chat Buttons & Invitations in the Live Agent section.
• Click on New Chat Button.
• Fill out the chat button information, including the button label and chat window appearance.
• Save the chat button.

Step 4: Add the Chat Button to Your Website

The final step is to add the chat button to your website so customers can initiate chat conversations with your Live Agent user. To add the chat button to your website, follow these steps:

• Navigate to the Chat Button code in your Salesforce account.
• Copy the code.
• Paste the code into your website’s HTML.
• Save and publish your website.

Conclusion

Salesforce Live Chat is a powerful tool for businesses looking to improve their customer engagement and overall customer experience. With its real-time communication capabilities and personalized support, Live Chat enables businesses to connect with customers in a more meaningful way and provide the support they need to make informed purchase decisions.

As businesses continue to prioritize customer engagement and experience, tools like Salesforce Live Chat will become increasingly important for staying competitive and meeting the evolving needs of today’s customers.