Games/Interactive
Salesforce Delivers LiveMessage for Service Cloud (MESA)
Story Highlights
Salesforce has delivered LiveMessage, ushering in the next generation of conversational service through its industry-leading Service Cloud. LiveMessage personalizes service communication by providing any company with the ability to engage customers via messaging apps like Facebook Messenger or SMS/MMS, directly within Service Cloud. Companies can either use Service Cloud Bots to streamline the information gathering process or easily integrate 3rd party bots via Bring Your Own Bot (BYOBot) to accelerate their transformation to conversational service.
Messaging is the #1 activity people do on their mobile phones80 billion messages 1 are sent every day and the number is only growing 2. Consumers want to message with brands the same way they communicate with family and friends, because it is fast, personalized and private. However, up until now, messaging apps have been disconnected from CRM, creating more work for companies and leading to a disjointed customer experience.
For eight years, Salesforce has been an innovator in customer serviceat the forefront of major customer service shifts around social, in-app service, live video and more. Messaging is the next major leap in customer service, and with LiveMessage, Salesforce is again setting the industry standard. Natively integrated with Salesforce’s entire Customer Success Platform, LiveMessage lets companies choose which messaging app(s) they want to deploy and seamlessly aggregates the conversations right into the Service Cloud Agent Console.
“Customer service will fundamentally change with the explosion of mobile messaging apps. The best customer service today is conversational and on the customer’s terms,” said Mike Rosenbaum, EVP, CRM Apps, Salesforce. “LiveMessage seamlessly blends CRM and mobile messaging in an intuitive way that’s easy for companies to deploy.”
