Salesforce Live Agent Reviews & Product Details


What is Salesforce Live Agent?

Salesforce Live Agent is a native Salesforce tool that provides the ability to communicate in real-time with your web site users.

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Salesforce Live Agent Profile Details

Salesforce Live Agent Profile Details

Vendor
Salesforce
Description
The enterprise cloud computing company that is leading the shift to the Social Enterprise. We help employees collaborate and connect with customers.
Company Website
Year Founded
1999
Total Revenue (USD mm)
10,480
HQ Location
San Francisco, CA
Phone
+1 (800) 667-6389
Ownership
NYSE: CRM
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
36,445
Twitter
@salesforce
Twitter Followers
462,195
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Companies Using Salesforce Live Agent

General Electric
ADP
Target
Rackspace
CenturyLink
American Express
Charles Schwab
Vodafone
Wells Fargo
UnitedHealth Group
Johnson & Johnson
Sprint

Salesforce Live Agent Reviews

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1-18 of 18 total Salesforce Live Agent reviews

Salesforce Live Agent Reviews

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1-18 of 18 total Salesforce Live Agent reviews
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Sr Salesforce Developer
Enterprise
(1001-5000 employees)
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"Saleforce Live Agent"

What do you like best?

It is very easy to configure. we can able to call from the client side java script is the best side of the tool. also you can customize the client side code for your convenient. We can implemented for corp site. and with custom button

What do you dislike?

there is too many configurable items like group, profile, routing. You have to be in service console to attend the incoming chat. we have to include the js lib, which cause some issue to get region and country based routing for us. which is very difficult to say.

What problems are you solving with the product? What benefits have you realized?

we have live chat functionality for the visitor and lead get generated from corp web site. as it is cloud solution and the customer use the cloud solution will be great selection. So the crop chat is best solution as i see the the complete support for the chat admin and visitor to the site. So th overall it is very efficient tool.

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UC
Enterprise
(1001-5000 employees)
Validated Reviewer
Verified Current User
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"Excellent CRM"

What do you like best?

This is the best tool for processing a sales order. I can also create a simple workflow like case creation and can switch into reporting. It tried it in reports for our credit/debit/returns and it works absolutely best. Better than SAP as you can see clearly what you need in reporting.

What do you dislike?

I don't like the lightning interface. I doesn't look so user friendly.

Recommendations to others considering the product:

This is quite expensive product. But hopefully they can recommend any app exchange that is useful. Trial of it is a bit risky. So we hope that salesforce can give at least a recommendation.

What problems are you solving with the product? What benefits have you realized?

Generating reports is easy as breeze. This is important in our team as in SAP it can't tell you in detailed in just one looking. But in Salesforce it can create a graph to easy identify which area is needed for improvement.

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Sales Director
Information Technology and Services
Mid-Market
(201-500 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Another salesforce winner"

What do you like best?

Fact its integrated to sf and its data autonatically feeds is good. Could do with some added fubctiona to keep up with aome of the focused chat vendors.

What do you dislike?

Fact its integrated to sf and its data autonatically feeds is good. Could do with some added fubctiona to keep up with aome of the focused chat vendors.

What problems are you solving with the product? What benefits have you realized?

Ability to serve lweb enquiry cuatomets and aupport enquiris more immediately.

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UM
Mid-Market
(501-1000 employees)
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"Intuitive Platform to Use"

What do you like best?

I find the Saleforce Live Agent an intuitive platform to use. It has the right features and they're in the right places. Its a great out of the box solution.

What do you dislike?

I find this platform quite user-friendly from the customer side, which is critical for its success in my opinion. Initially setting up configuration can be confusing, but customer support is good and once the initial set up is complete, it's not something you need to think about all that often.

Recommendations to others considering the product:

Consider contacting customer service early to support your configuration needs.

What problems are you solving with the product? What benefits have you realized?

Salesforce Live agent gives customers the support they need exactly when they need it, personalizing their online experience.

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Small-Business
(11-50 employees)
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"Salesforce works"

What do you like best?

We love the integration ability with our other systems

What do you dislike?

some of the fields can be dificult and some auto replies can get tricky, but nothing terrible

Recommendations to others considering the product:

Excellent product and great features. The auto replies are a huge help.

What problems are you solving with the product? What benefits have you realized?

We keep all the new student info into salesforce then we can integrate it into our required tracking programs.

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UM
Enterprise
(5001-10,000 employees)
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"More Options with Live Agent"

What do you like best?

Utilizing Salesforce Live Agent Chat has taken the company to the next level of service. Being able to handle customer questions and concerns at the time they need help is top tier service.

What do you dislike?

The company currently has no dislikes working with Live Agent Chat.

Recommendations to others considering the product:

Try it today. Being able to offer Live Agent Chat cuts down on phone calls and emails.

What problems are you solving with the product? What benefits have you realized?

We are able to provide immediate service for basic questions that don't necessarily need a case or email. It cuts down on wait times for customers that need simple answers and basic inquiries.

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A
Mid-Market
(201-500 employees)
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"HIGHLY RECOMMENDED "

What do you like best?

Being able to communicate in real time with other web users. We can chat 24/7 and even have private chats. great value for the price

What do you dislike?

The mobile site doesn't have the same features as if you were on the computer or desktop

What problems are you solving with the product? What benefits have you realized?

Its easy to use we are able to talk to our representative quickly weather is a personal matter or a question regarding the call they are on at the time everything is real time.

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UC
Enterprise
(1001-5000 employees)
Validated Reviewer
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"Well Integrated but Buggy live chat tool"

What do you like best?

creates case in salesforce, easy to add to pages

What do you dislike?

doesnt display well all the time, buggy interface, sometimes no case is automatically created

What problems are you solving with the product? What benefits have you realized?

create a channel for customers to contact us through online chat

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UB
Enterprise
(10,001+ employees)
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"Excellent tool for any sales professional"

What do you like best?

The ability to track sales clients and conversations to ensure proper follow up and follow through.

What do you dislike?

I really have no dislikes although this is the only software of this kind that i have used.

Recommendations to others considering the product:

This is a great way to develop leads and manage a book of business for any sales professional.

What problems are you solving with the product? What benefits have you realized?

The ability to track sales calls and manage a book of business.

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UM
Small-Business
(11-50 employees)
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"Easy Fix "

What do you like best?

Sales force Live Agent is easy to implement in a website and is very user friendly for both customers and an internal team.

What do you dislike?

Sometimes Saleforce can have a lag when sending information to and from the client to the agent.

What problems are you solving with the product? What benefits have you realized?

We solved the issues of instant customer services, it made it easy for agents to directly interact with consumers.

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UI
Mid-Market
(201-500 employees)
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"Salesforce Live Agent "

What do you like best?

Salesforce is a software that is alright, but I think the amount of different applications to use within the app may confuse a person

What do you dislike?

Like mentioned earlier, Salesforce does have a little bit too many apps to use, and not enough training within the app.

What problems are you solving with the product? What benefits have you realized?

It definitely allows the company to be more connected with each other.

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C
Mid-Market
(501-1000 employees)
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"Great functionality "

What do you like best?

I like how it is formatted the best. It is very simple and easy to use.

What do you dislike?

I honestly don't have any complaints. It functions very well.

What problems are you solving with the product? What benefits have you realized?

We used to use a different live agent tool, and it took people out of the round robin too easily. This one solves that by a different routing method.

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CC
Small-Business
(11-50 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Salesforce review"

What do you like best?

Salesforce recommendation: I like the integration of information and how that helps my company streamline business operations.

What do you dislike?

I do not like the amount of information that may not be useful in tabs. It feels clustered when looking for information.

What problems are you solving with the product? What benefits have you realized?

Engaging leads at the right moment.

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AI
Enterprise
(5001-10,000 employees)
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"Issues with connectivity"

What do you like best?

Very simple solution for chat support and sales to handle new incoming leads

What do you dislike?

Lots of issues with connectivity es and drops with chats. Dependent on development for custom solutions

What problems are you solving with the product? What benefits have you realized?

Handling all chats for support for the different business units

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AP
Small-Business
(11-50 employees)
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"Efficient project management"

What do you like best?

I like that everything is in one place and things don't get lost in communication.

What do you dislike?

Sometimes notifications are missed if you don't save.

What problems are you solving with the product? What benefits have you realized?

Faster project completion and meeting deadlines.

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UG
Enterprise
(5001-10,000 employees)
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"Salesforce Live Agent Review"

What do you like best?

Excellent service, they know their program very well

What do you dislike?

queue times can be long at times. May have to wait a while for an agent.

What problems are you solving with the product? What benefits have you realized?

Technical difficulties associated with Salesforce

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UP
Enterprise
(5001-10,000 employees)
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"Being able to Complete Messages Timely and Efficiently "

What do you like best?

It's effect on customer service and response time

What do you dislike?

I don't like that that the software can lag with multiple chats

What problems are you solving with the product? What benefits have you realized?

Being able to respond in real time

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A
Mid-Market
(51-200 employees)
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"Good but can use work"

What do you like best?

Easy to use interface but more support in set up

What do you dislike?

Needs more set up support and easier integrations

What problems are you solving with the product? What benefits have you realized?

Needing to help clients

Salesforce Live Agent Features

  • Pop-up Chat
  • Notifications
  • Targeted Emails
  • In-App Messaging
  • Customization
  • Conversation Archiving

Salesforce Live Agent User Ratings

8.6
Ease of Use
Average: 8.9*
7.9
Quality of Support
Average: 8.6*
8.0
Ease of Setup
Average: 8.7*
* Live Chat Category
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