As the number of consumers increases, it becomes a tedious task for a business to retain them and to retain more and more consumers, one has to ensure their satisfaction and happiness. A number of factors contribute to the satisfaction of consumers, the most important one being “great customer service”.
Every consumer faces multiple queries while browsing a website and most of these queries are never resolved due to poor customer service interaction. This is exactly where Salesforce Live Agent comes into the picture. Live Agent is a revolutionary tool which allows the consumer to speak with the CSR instantly via text chat. It is compatible with all browsers and devices and offers personalized, real-time help online. By connecting each live chat to the right subject matter experts, agents can resolve queries instantly in context and improve the overall customer experience. It also offers multilingual support for a greater reach across the globe.
Live Agent now allows Co-browsing and Video Chat directly through the app.
After VeriShow’s collaboration with Salesforce, live text has significantly enhanced the way it works. The VeriShow platform coherently integrates with live agent and adds powerful capabilities, including co-browsing, video chat, screen sharing, and content sharing. These added capabilities build a solid customer agent relationship because the agent can not only respond to queries via text chat but can also:
- Co-browse and look at exactly what the consumer is browsing.
- Video chat and provide the consumer with an in-store experience.
- Share and annotate important documents in real-time.
- Share important content and pages with the help of screen sharing.
Live agent becomes more customer focused with the added features allowing the customer service representative to educate every consumer about the features of the products and services they might be interested in.
VeriShow empowers live agent in such a way that customers and representatives can engage spontaneously in real-time. It allows the representative to assist the consumer exactly when needed and by making use of different features like co-browsing and video chat. Live agent is a secure solution and can easily be embedded into any website. Live agent can be customized to meet different organizational requirements and is compatible with every operating system, browser, and mobile device. This allows easiness of use which leads to higher customer satisfaction.
Benefits of integrating VeriShow’s features with Salesforce Live Agent
Salesforce live agent becomes a full-fledged customer service tool after the integration of VeriShow’s features and provides numerous benefits to both businesses as well as the consumers. Enhanced live chat option lets the representative:
- Be on the same page as the customer: With the help of co- browsing, the representative can be on the same page as the consumer and, when required, can also take control of the consumer’s screen. The live agent can guide them through complicated forms and lead them to successfully complete complex transactions online.
- Assist in real-time: The representative can make use of the video chat option to speak to the consumer directly. This makes the consumer feel secure while transacting and also provides them with an in-store experience.
- Build trust and loyalty: Once the consumers feel that their queries have been solved instantly or they have been given priority, they start building trust towards the organization. They feel that they are given attention which helps the business retain them as regular customers.
- Increase conversions: Since the consumers are attended immediately and their queries are resolved within no time, they save up on a lot of time and feel satisfied and secure. This leads to more sales and conversions.
The bottom line is that the integration of VeriShow’s features with Salesforce live agent leads to high personal engagement of consumers and improves Customer Relationship Management(CRM) as well. All of this leads to an increase in sales and conversions which is extremely good especially for small businesses. It not only just improves customer service but also lets companies indulge in smooth and easy business tactics.