{"id":2191,"date":"2016-12-13T14:46:25","date_gmt":"2016-12-13T14:46:25","guid":{"rendered":"http:\/\/www.rsoftsolution.com\/blog\/salesforce-livemessage-brings-messaging-to-service-cloud.html"},"modified":"2016-12-13T14:46:25","modified_gmt":"2016-12-13T14:46:25","slug":"salesforce-livemessage-brings-messaging-to-service-cloud","status":"publish","type":"post","link":"https:\/\/www.rbsitsoftwaresolution.in\/blog\/salesforce-livemessage-brings-messaging-to-service-cloud.html","title":{"rendered":"Salesforce LiveMessage brings messaging to Service Cloud"},"content":{"rendered":"


\n<\/p>\n

As more and more people use SMS and messaging apps like Facebook Messenger to interact with friends, it\u2019s only logical that they want to interact with business that way too \u2014\u00a0and today Salesforce launched LiveMessage, a tool that helps\u00a0customer service reps manage messaging traffic just like any customer interactions in Service Cloud.<\/p>\n

For starters, it supports SMS\/MMS and Facebook Messenger, but over the next year\u00a0the\u00a0company expects to add support for other message apps, as well.<\/p>\n

Service Cloud customers can set up a SMS messaging interaction in less than a day through a\u00a0company\u2019s 800 number. This new functionality is built with technology that came\u00a0from the HeyWire acquisition<\/a> in September. All of the\u00a0message traffic, regardless of the, tool appears in a tabbed view in Service Cloud, just as it does with phone or web chats.<\/p>\n

The new functionality involves a couple of different approaches to messaging: talking to a human and communicating using\u00a0bots. Companies could\u00a0use a combination of the two, starting with bots for simple interactions, then transferring to humans for more complex questions.<\/p>\n

\"conversational-service_livemessage_fb-msg\"Salesforce is offering Service Cloud bots, or customers can plug in a third-party bot to communicate via automated interactions in messenger clients. The key here, though, is to provide avenues for two-way communication between the company and the customer via a message interface.<\/p>\n

We\u2019ve all had the experience of getting a text that an item has shipped or our appointment is confirmed from a company or service provider, but without the ability to text back. Consumers used to having two-way communication are often frustrated by these limited interactions.<\/p>\n

Service Cloud is offering a way to give that two-way interactions between consumers and companies that we are used to having\u00a0with our friends. When we get a text, we expect to be able to respond \u2014 and this new functionality allows us to do that \u2014 whether we are interacting with an automated response bot or a human.<\/p>\n

\u201cWe don\u2019t view this as bots [versus\u00a0human] agents. This can be bots for simple rules-based approaches, or it could be a real-time conversation or a combination of both,\u201d said Meredith Flynn-Ripley, VP of product-messaging at Service Cloud, who came to the company via the HeyWire acquisition.<\/p>\n

Flynn-Ripley indicated one of the advantages of going with messaging is that\u00a0companies see a sharp drop-off in phone traffic when customers\u00a0open a messaging channel in Service Cloud.\u00a0Customers seem to prefer to interact using messaging over picking up a phone. \u201cLive messaging becomes 15-20 percent of [customer service] interactions in a matter of weeks,\u201d she says. What\u2019s more, customers are\u00a0seeing voice calls dropping by numbers directly proportional to the rising messaging traffic.<\/p>\n

Agents can manage up to 7 message channels at a time in the Service Cloud interface \u2014 and customer service agents who are already using web chat technology should be able to get up and running with the new messaging capabilities without any additional training.<\/p>\n

Flynn-Ripley says\u00a0what it comes down to is that customers want to communicate on their terms, and texting is\u00a0proving to be a popular way to contact companies with customers service issues.<\/p>\n

<\/p>\n

Featured Image: Salesforce.com<\/a><\/small><\/p>\n

Article source: http:\/\/feedproxy.google.com\/~r\/techcrunchIt\/~3\/2GS4zuvnXlA\/<\/p>","protected":false},"excerpt":{"rendered":"

As more and more people use SMS and messaging apps like Facebook Messenger to interact with friends, it\u2019s only logical that they want to interact with business that way too <\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[19],"tags":[25],"class_list":["post-2191","post","type-post","status-publish","format-standard","hentry","category-enterprise-software","tag-enterprise"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t