According to a study, 62% of customers return to a website that offers support through live messages. The given statistic shows how impactful live messaging is. But it can be even more powerful when used in combination with Salesforce. Salesforce live messages help agents use a consolidated view of the customer's data and get into meaningful conversations using the available data. Thus, agents can render support services in a much better way which could further help to improve conversions. Here are a few reasons to use Salesforce live messages for customer support.
Why Should you Use Salesforce Live Messages for Customer Support
Improved Support Services
The best and most important reason to choose live messaging Salesforce is instant responsiveness. The more customers have to wait to get a response from a brand or an organization, the more it affects their satisfaction rating.
So, Salesforce live messages are the best tools that help respond immediately and resolve incoming inquiries faster without depending on emails or phone calls. This contributes to better support and high customer satisfaction.
Increased Productivity of the Support Agents
Salesforce live messages can be used in two ways simultaneously. One is manual, and the other is automatic. You can automate interactions by configuring a chatbot to answer the most common and frequently asked questions and reduce your manual intervention.
On the flip side, human agents can use live messaging Salesforce to address complex inquiries after understanding their concerns. This helps to reduce support tickets and improve the agent's productivity.
Improved First Contact Resolution (FCR)
Improvement of FCR depends on the ability of the agent to resolve an inquiry at the first contact. So, Chatbots for Salesforce live messages can easily help you do that. You can configure chatbots to collect crucial data based on which you can qualify inquiries.
Later, you can route qualified inquiries to the relevant department, and agents can effectively provide appropriate solutions over a single chat session. This helps to improve the first contact resolution rate and customer satisfaction.
Better Management of Inquiries
It becomes difficult to manage incoming inquiries during non-working office hours or when support agents are on holiday or away from the office. This is where you can count on Chatbots and send Salesforce live messages round the clock. This helps to cut back on the need for the additional workforce to work the night shift, which further reduces hiring and training costs.
Many texting apps allow you to create Chatbots on your own without experts. This helps to reduce your business expenses. For example, the 360 SMS also offers no-code automation to create Chatbots without technical knowledge.
Increased Sales
While buying any product or service, customers are loaded with numerous inquiries due to which they hold on to their purchase decisions. But, if customers have answers to their inquiries and questions, they are more convinced to make purchase decisions without any second thought. So, the live messaging Salesforce platform allows customers to text and get their inquiries resolved right away. This way, you can influence purchase decisions and drive more sales.
Conclusion
Salesforce live messages have made a world of difference in customer support services. Live messaging has paved the way for support agents to handle inquiries better and faster. Besides, now agents are empowered to provide real-time assistance to their customers. This has helped them reduce long customer queues to acquire support, improve FCR, influence purchase decisions and drive more conversions.
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