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.”