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Organizations want technologies that provide real-time customer support in the increasingly digitalized business landscape. The live chat feature, which allows businesses to provide real-time responses to customer concerns and inquiries and raise customer satisfaction levels, has emerged as a key component in this field. However, the question that emerges for companies that use Salesforce as their CRM is: How does live chat integrate with Salesforce? Now, let's get into more detail about webchat Salesforce integration, and discover whether and how Salesforce is connected with live chat capabilities, particularly more complex ones like no-code chatbots.
An Overview of Salesforce Web Chat Integration
As a scalable product with room for expansion, Salesforce has one of the largest market shares in the enterprise customer relationship management space. It allows companies to integrate a variety of third-party apps including live chat capabilities, into the CRM. Numerous native and third-party Salesforce apps also offer live chat, allowing businesses to efficiently manage and monitor customer interactions inside the Salesforce console.
Salesforce offers a variety of web chat tools, such as live chat widgets that may be added to websites, portals, and social media pages to allow two-way, real-time communication with website visitors. Salesforce provides detailed chat analytics and reporting to assess customer satisfaction, and chat performance, including areas for improvement. Additionally, companies can incorporate live chat into Salesforce workflows to send follow-up messages, create cases, and update records automatically. Businesses can maintain a seamless flow of communication by leveraging webchat integration with Salesforce.
Even though Salesforce has built-in solutions like Salesforce Live Agent, companies seeking more sophisticated webchat functionality or certain features such as automation and multi-channel support. GirikSMS's no-code chatbots for Salesforce is one such tool.
Web Chat Integration With Salesforce Using GirikSMS
GirikSMS is one of the most reliable options for integrating web chat with Salesforce. GirikSMS offers a number of capabilities, such as no-code chatbots and the capability to oversee communication across multiple channels from a single place within Salesforce.
GirikSMS zero-code chatbots can augment your web chat capabilities in the following ways:
Efficient Handling of Common Queries
Human support is not required for the vast majority of customer questions, such as "Where is my order?" or "What are your business hours?" Because these chatbots can be made without any coding knowledge, regular business users can design and use these tools for a variety of purposes.
Live agents are integrated with each of these chatbots. Simple interactions are handled by the no-code chatbots; users who ask more complex questions are routed to a human representative. This ensures that customers always receive accurate and quick responses.
Handling Multi-Window Chats
The multi-window chat feature of GirikSMS is one of its best features. Multiple conversations can be managed by human agents at once, increasing productivity and ensuring that customer wait times are down to zero! Businesses with large customer engagement volumes would particularly benefit from this functionality, which makes it easier for agents to prioritize interactions and move across multiple chat conversations.
Native Integration with Salesforce
GirikSMS is a 100% native Salesforce SMS App, one that seamlessly interacts with the CRM to offer a single interface for handling all customer communications. GirikSMS enables businesses to function effectively without requiring extra platforms or logins, whether it is by managing SMS campaigns, answering questions via live chat, interacting over WhatsApp, or automating customer responses using chatbots. It is simple to track interactions and update customer records in real-time with this degree of Salesforce connectivity.
Automation with Zero-Code Chatbots
You can also initiate automation in the live chat process with GirikSMS. For instance, a chatbot can immediately escalate a problem to a human agent if it is unable to respond to a certain query. Businesses can also set up a system to get feedback from customers after an interaction or to get insightful data for better customer service.
Research indicates that approximately 90% of customers believe that businesses should enhance their products after getting feedback from actual buyers of the product rather than from experts.
Therefore, by ensuring prompt follow-ups and accurate responses, GirikSMS's automation capabilities save time as well as improve customer satisfaction.
Why Webchat Works Best with GirikSMS
GirikSMS no-code chatbots provide automation and scalability, going beyond simple live chat. A company can deploy multiple chatbots to facilitate operations for various departments, like marketing, sales, or customer support, by utilizing the zero-code functionalities.
Additionally, typically human reps are available to assist with more complex issues while the chatbot takes care of routine inquiries and requests. Multiple conversations running simultaneously can reduce the amount of time agents need to respond to each request, increasing efficiency. This is because multiple chats can be launched simultaneously.
Salesforce IVR is an important in addition to webchat capabilities. An additional layer of capability is provided by GirikSMS CTI's Salesforce IVR (Interactive Voice Response) features, which enable agents to effortlessly configure Salesforce IVR in both male and female voices. This ensures that every customer receives the assistance they require by assisting them in resolving their problems through voice commands.
Features of Salesforce Web Chat
There are many awesome features in Salesforce Chat, but these are some of your favorites that will help you make the most of the tool.
Quick Text and Auto-Greetings
Auto-greetings and quick texting elevate the efficiency of chat to a new level. When a customer initiates a chat, you can configure your chatbot to automatically deliver an auto-greeting message. This enables your team to get started as soon as the chat is assigned and provides customers with a prompt response while in the background the chat is routed to an agent.
Another excellent method to assist agents to be even more productive is to use short text in a chat. You can use quick text to pre-define templatized responses and messages that your agents can use in a chat. They save time and maintain a consistent customer experience throughout interactions by doing this.
Sneak Peek
This is a useful tool for managers and agents alike. Before the customer clicks submit, agents can see what they are entering thanks to the sneak peek feature. Agents can become more responsive and be better able to predict the demands of their customers as a result.
Additionally, managers can view what reps are typing, enabling them to step in and send whisper messages as and when needed.
Whisper Messages
Managers can provide agents with helpful feedback and encouragement during a chat session by using whisper messages, which don't really disrupt the discussion. Whisper messages, which are confidential communications that are only visible to the agent, are an excellent method to provide feedback and remind agents of specific promotions or snippets of information.
Assistant Flag
Sneak peeks and whisper messages are fantastic, but managers can't keep an eye on every customer conversation. Assistant Flag can help with that. Only the chats where agents require assistance should be of concern to managers. Agents can quickly flag a discussion and notify management that they need assistance by using the Assistant Flag feature.
Customization and Enhancements
Like any Salesforce product, there are also creative ways to expand the tool's functionality beyond its default features. Here are a few of our top picks for improving and personalizing your webchat implementation.
Dashboards and Reports
Making use of Salesforce's robust analytics is essential for any webchat roll-out. Provide the information your managers and agents require to succeed. With Salesforce dashboards and reports, you can give your teams useful information regarding chat performance. However, there is a free Salesforce app that comes with pre-built dashboards, so why do the heavy lifting? One excellent method to get started with creating reports and dashboards for your chat roll-out is with Salesforce Labs' Chat Dashboard tool.
Customized Buttons and Pages
Salesforce has a plethora of unique branding possibilities that can be done creatively without the need for coding, and web chat is no different. You can create unique pre and post-chat pages and modify the pictures that appear in the chat window.
You can collect user data, such as name and email address, using pre-chat pages. It can save your agents time by providing them with information about their problems upfront. You have the option of routing to a custom page or using the default settings.
Post-chat pages are useful because, when the chat session is over, you can link customers to a customer satisfaction survey. A button on your Post-Chat page would send visitors to a survey landing page so they can provide comments. Surveys can also be implemented easily within the chat window based on simple business logic and flows.
Chat REST API
The Chat REST API can be used to integrate chat into your business's own applications and provide a personalized chat experience. You don't have to worry about creating a completely personalized chat experience with Visualforce. Instead, developers can add Salesforce Chat features to mobile platforms (iOS and Android) by using the Chat REST API.
Conclusion
In conclusion, Salesforce webchat provides real-time customer engagement and seamlessly connects with the CRM platform. Although Salesforce's built-in solutions offer a strong starting point, chat capabilities can be further increased by utilizing cutting-edge tools like GirikSMS. Businesses can automate tasks and free up time for human agents thanks to the inherent capabilities of GirikSMS to handle basic queries, manage multiple conversations concurrently, and integrate seamlessly with Salesforce.
Webchat and automation solutions can make customer support efficient, affordable, and enjoyable for your customers. Now is a good moment to include chatbots using a platform like GirikSMS if you're wondering how these solutions can work for your company.
Regardless of what business you are in, whether you want to offer round-the-clock customer service, or you want to efficiently manage multi-channel operations, webchat and automation present a plethora of chances for growth and success. You can reach us by clicking here or sending an email to support@giriksms.com to learn more about how a 100% native Salesforce SMS tool can work for you.
About Author
Indranil is a technology enthusiast with over 25 years of experience in project management, operations, technology and business development. Indranil has led project teams in egovernance, business process re-engineering, product development and worked with Government and Corporate customers. Indranil truly believes in the power of technology to drive productivity and growth for teams and businesses.
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