Hello folks…

Ever wanted to have a live chat in your website just like Ebay.com or Vodafone Postpaid? By the way, I have first come across this type of live chat in Ebay.com, don’t know which is their implementation. But I liked it very much because we can get the response immediately unlike in Flipkart or Amazon where we need to wait for an agent and listen to their theme music.

Salesforce offers a feature called “Live Agent”, through which you can achieve live chat. The visitors of your page can directly chat with your agent. Trust me, it will be an awesome experience for a customer to talk with an agent directly and that too without wait time.

Some of the features offered by Live Agent:

• Using this Live Agent feature, we can route the visitor chats to agents based on the skillsets.

• This Live Agent also allows you to fully customize the chat window UI showcasing your brand.

• Visitors can save the chat transcript for future use. Let’s say some visitor asked your agent for troubleshooting steps, and your agent provided them on chat. The visitor can save all the conversation and use it in the future.

• Chat transfer is another super feature where agents can transfer their chat to another agent. Let us say one of the agents got some urgent/emergency work to do, he can give a warm handoff to an available agent. This will not interrupt the chat, therefore, improving the customer experience.
• Guess what, it is not limited to chat. The visitor can also transfer the file by attaching them to chat. Let us say, Some visitor initiated the chat for troubleshooting of internet where he is not able to access your website. In this case, there can be a reason that the visitor is not connected to the web or he might have a poor connection. Your agent can ask HAR file / Fiddle logs to analyze the connection and here the visitor can directly attach those captured logs to chat.

Venkata Ravi Teja Sunkara Member since November 1, 2018

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