Did you know that customers prefer Online Chat on any website? This is because, it makes it easier for them to contact support in a fast, efficient, and convenient way.
- Moreover, the interactions with customers through Online Chat helps the companies to target clients who need help throughout the purchase process.
- One of the best Online Chat services offered is LiveChat.
- It is a premium real-time Chat solution and support desk software for online businesses that equips you with the tools to create a customer support experience that emphasizes your brand.
Prerequisites
To successfully set up Salesforce LiveChat Integration you need to meet the following requirements:
- Basic Understanding of Salesforce.
- A Salesforce account with Admin rights.
- A LiveChat account with Admin rights.
Steps to Set Up Salesforce LiveChat Integration
Now that you have understood the importance of Salesforce LiveChat Integration, in this section, you will learn how to set up the LiveChat Salesforce Integration. So, follow the steps below, which have been detailed further.
Step 1: Install Salesforce LiveChat Integration
The first and foremost step is to install the Salesforce Integration from your LiveChat. To do so, follow the steps below:
- Log in to your LiveChat account. Then search for Salesforce in the quick find box in the Marketplace sidebar as shown below.
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- Next, click on Install or click on Settings to add the Salesforce LiveChat Integration. After installation finishes, you will get a confirmation message.
Step 2: Connect Salesforce with LiveChat
After installing the Salesforce LiveChat Integration, you need to connect and give access to your Salesforce Account. Follow the steps below, to connect Salesforce with this plugin.
- Click on Go to Chats Section as shown below.
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- Now, on the right side of the window, select the Salesforce icon and click on Connect as shown below.
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- Now, log in to your Salesforce Account using the credentials and click on Log In.
- Next, you need to allow LiveChat access to your Salesforce account. To do so, click on Allow as shown below.
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Step 3: Add New Leads or Contacts to Salesforce
In this step, you will learn how you can add Leads or Contacts to your Salesforce LiveChat Integration. Follow the steps below:
- Go to your LiveChat Chats section and select the desired Chat from which you want to add a new Contact or Lead. You can even choose a Chat Transcript from the Archives section or can also select the visitor directly from the Traffic section as shown below.
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- After selecting the desired Lead, click on the Salesforce icon in the top right of the window and then click on the Add New Lead or Add New Contact button as shown below.
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- Now, fill in the form fields with the customer’s data. This form data will be shared with Salesforce directly.
- After filling in all the fields, click on Add New Lead or Add New Contact.
To explore how you can edit or search the existing Leads or Contacts, you should refer to Salesforce LiveChat Integration – Usage.
Step 4: Set Up Lead or Contact Fields Visibility
Now, that you know how you can add a Lead or a Contact, let’s configure the Salesforce LiveChat Integration a bit. In this step, you will understand the steps to adjust the visibility of Lead or Contact to your Salesforce Agents while they chat with them. Follow the steps below:
- Go to the LiveChat Chats section. Click on the Salesforce icon in the right sidebar.
- Next, click on the Settings icon and select either one of the Lead Fields Visibility or Contact Fields Visibility option as shown below.
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- Now, you can choose the Lead/ Contact fields that your Salesforce Agent can see during a chat and click on Save after selecting the fields.
In case you wish to configure Chat transcript settings or learn how to attach the transcript directly to Contact or Lead, refer to Salesforce LiveChat Integration – Configuration.
Hurray!! You have successfully set up the Salesforce LiveChat Integration as well as added new Leads and Contacts.
Significance of Salesforce LiveChat Integration
Marketing and Sales teams rely on Online Chat to gather Leads and convert them into paying customers. To solve customer problems faster, provide better service, and engage customers more effectively, helpdesk staff require an online chat feature. If you run an E-Commerce site, LiveChat can assist you in generating Leads, lowering your bounce rates, and help to boost your Sales. LiveChat can be used by Business-to-Business (B2B) firms to execute focused Marketing campaigns, deploy interactive Chatbots to connect with customers, and provide proactive customer service.
Using the Salesforce LiveChat Integration, you can quickly generate Leads and Contacts from Chats, Archives, and the Visitor section of the LiveChat platform. You may search Salesforce Contacts directly from LiveChat and save Chat Transcripts to your Salesforce account. Eventually, you’ll be able to spend more time talking to your customers and less time monitoring Contact information.
The Salesforce LiveChat Integration lets you increase productivity by automating your business processes with workflows. With this integration, you may get a complete picture of your customers, including Contact Information, Quotations, Interaction History, and Internal Comments. Without leaving your LiveChat application, you can manage your Leads and Contacts in Salesforce LiveChat Integration and select which information about your clients is the most critical.
Benefits of Salesforce LiveChat Integration
In this section, you will take a look at some of the benefits that the Salesforce LiveChat Integration provides.
- You can capture new Leads effortlessly on a big scale by strengthening your customer relationships through live chats.
- You can use Salesforce Analytics and Salesforce Dashboards to monitor your Online Chats and interactions with customers, thus listing the areas where you can improve customer satisfaction.
- Moreover, Salesforce LiveChat Integration allows you to gain a competitive advantage over your competitors by managing your products more efficiently and building good customer relationships. With LiveChat, you can engage with your customers on their preferred channel while still providing a great customer experience.
Conclusion
In this article, you learned the key features of Salesforce and LiveChat. In addition, you understood the significance of Salesforce LiveChat Integration. You also learned the steps to set up this Integration. Moreover, you explored some of the benefits that Salesforce LiveChat Integration supports to boost Customer Relationships and Sales.
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Share your experience of setting up Salesforce LiveChat Integration in the comments section below!
Shubhnoor is a data analyst with a proven track record of translating data insights into actionable marketing strategies. She leverages her expertise in market research and product development, honed through experience across diverse industries and at Hevo Data. Currently pursuing a Master of Management in Artificial Intelligence, Shubhnoor is a dedicated learner who stays at the forefront of data-driven marketing trends. Her data-backed content empowers readers to make informed decisions and achieve real-world results.
