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willmatic willmatic
 
M$2 March 19, 2009 07:20 PM

What are the best Live Chat solutions that will integrate directly with SalesForce.

I would like to add Live Chat functionality to our Customer Support website. What are the best solutions for this, that will allow a chat log to import directly in to SalesForce? Answers with first-hand experience would be awesome!
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robbrown robbrown
 
 March 19, 2009 08:33 PM
Liveperson is the best live chat solution that works directly with Salesforce.

http://solutions.liveperson.com/partners/salesforce/

Liveperson is one of the original web based chat applications. Their integration with salesforce is exceptionally well done. It's easy to install and better yet, easy to use.
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willmatic willmatic
 
March 20, 2009 03:28 PM
What makes it the best? What features set it apart from the other solutions out there? Does anyone have any firsthand experience with it?

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robbrown robbrown
 
March 20, 2009 04:11 PM
Yes, I have first-hand experience with it.

I've used it for a few years to support customers. I ran a webhosting business and it was invaluable. Not only did the number of support phone calls go down but with the salesforce integration we knew (on a personal level) who was calling and what major issues they had experienced in the past.

Unique features include:

Livecall
click-to-talk - useful for sales chats

Google Anyalitics Integration
good for management

Common user interface
Liveperson has been around so long that if the user has chatted on the www before, they've likely used Liveperson at some point.

Security
The chat is "Mcaffee secured"
While that doesn't really mean a whole lot, it helps some users feel safe.

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robbrown robbrown
 
November 14, 2009 02:14 PM
The above comment sounds like it is comment spam.

While I'd love to find another live chat solution that works as well as Liveperson, I don't think the software described above is an adequate solution.

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