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Salesforce Web Chat Integration for Enhanced Customer Support
Use Case -
The Salesforce Web Chat feature allows businesses to provide real-time, personalised customer support via their website. By integrating Web Chat, customer service agents can engage with customers more efficiently, resolve inquiries faster, and deliver a seamless support experience. The use case is especially valuable for industries where immediate customer support is essential, such as e-commerce, financial services, or tech support.

Features -
1. Real-Time Chat:
Instant messaging between customers and agents through a website chat window. Typing indicators and read receipts to enhance communication.

2. Pre-Chat Form:
Capture customer information (name, email, issue category) before starting the chat, helping agents personalize the interaction.

3. Automated Responses:
Use Einstein Bots for automated, pre-configured responses to common customer queries, reducing the agent workload.

4. Agent Routing:
Skill-based routing to direct chats to the most suitable agent based on customer input and agent availability.

5. Chat Transcripts:
Automatic logging and transcript of chat conversations for future reference or case creation in Salesforce.

6. Agent Availability Status:
Display whether an agent is online or offline, and provide options for customers to leave a message or use other support channels when agents are unavailable.

7. Integration with Salesforce Objects:
Seamlessly create and update cases, contacts, or leads based on chat conversations within Salesforce.

8. Chat Transfer & Escalation:
Easily transfer chats between agents or escalate to a higher-tier support if needed.

9. Omni channel Support:
Route chats alongside other customer support channels such as email, phone, and social media, providing agents with a unified view of customer interactions.

10. Customization:
Customizable chat windows (brand colors, logo, etc.) to match the company’s website design.

11. Reporting & Analytics:
Access to detailed reports on chat volume, agent performance, customer satisfaction, and response times for continuous improvement.

12. Mobile Support:
Fully responsive chat widget for customers accessing the website via mobile devices.

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