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Salesforce’s LiveMessage Tool For Service Reps Officially Launches

13 December, 2016

Salesforce’s LiveMessage Tool For Service Reps Officially Launches

Salesforce’s LiveMessage tool is now generally available for service agents to better connect with customers across many messenger-based apps. Originally teased at Dreamforce in October, the product is now live and currently supports conversations through SMS and Facebook Messenger.

What’s more, the enterprise cloud company has included a Service Cloud bot to allow brands to implement simple rules-based work. Over time, LiveMessage will also support third-party bots (“Bring Your Own Bots”) that businesses want to use to enhance the customer experience.

The promise of LiveMessage appears to be rather straightforward: It consolidates all the messages from customers online into a centralized area that service representatives can manage and respond to, streamlining the workflow. “Messaging is the [number one] activity people do on their mobile phones. Eighty billion messages are sent every day, and the number is only growing,” Salesforce explained in a press release. “Consumers want to message with brands the same way they communicate with family and friends, namely because it is fast, personalized, and private.”

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