Live Chat Software for Salesforce – Why Should You Integrate Live Chat Salesforce?

Last Updated: May 14, 2021

So you have your team onboarded onto Salesforce and you’re trying to figure out how a live chat solution fits into the picture. This post will explain how HappyFox Chat – Salesforce integration works and how it benefits you.

Why Should You Integrate Live Chat with Salesforce?

Live chat becomes a hassle-free and powerful way to nurture leads when combined with Salesforce.

  1. Track all your lead activity inside Salesforce: If a prospective lead is evaluating your product, they might run into roadblocks or want their doubts clarified then and there on the website. Tracking chat transcripts as activity inside Salesforce allows you to keep tabs on your leads and intervene quickly when they have questions.
  2. Assign leads to your best sales rep based on context: You can gain context about what solution a lead is interested in based on their chat data. Use chat data in combination with Salesforce’s assignment rules to ensure your leads are assigned to the most suitable sales representative.
  3. Keep your support team in sync: The sales process need not be restricted to one team in your company. Often, a buying decision is based on the overall impression of the company, including the support experience. Providing contextual data to your support team means they can help your leads better.
  4. Get the benefit of a web form without coding: While Salesforce web forms can be powerful, it often requires a lot of technical effort in setting it up. You can collect similar information using pre-chat fields in a live chat widget. A good live chat widget is mobile-responsive and available on all pages of your website.

Since live chat often is often the preferred channel of communication for your website visitors, it is important to sync your live chat data with Salesforce.

How HappyFox Chat Enriches Your Sales Pipeline

HappyFox Chat provides an effective integration with Salesforce including some features that are not found in most live chat software.

Two way sync of contact data with Salesforce

HappyFox Chat stores all details about a website visitor including their contact information and other metadata as a Salesforce lead or contact. It also pulls information from Salesforce when a visitor initiates a chat, so that your agents have all the context about the visitor.

Flexible lead management workflow

Salesforce integration has many features that allow you to tailor your workflow to your need. You can choose to create a lead or contact automatically for every chat initiated. If you don’t prefer that, you can create a lead or contact manually using chat commands. You can also customize if the chat transcript is stored as an activity or a case.

Sync UTM parameters

HappyFox Chat provides the best-in-class support for syncing UTM parameters to Salesforce fields. You can map UTM parameters to different fields in Salesforce to track your source, medium, and campaign among other fields. You can measure your ROI by attributing your leads to the right sources automatically.

Sync data to Salesforce custom fields

This is the bonus level. Using HappyFox Workflows for Salesforce and HappyFox Chat custom fields, you can record any number of custom fields about your visitor and map it to custom fields inside Salesforce. You can also use HappyFox Chat’s Webhooks feature along with Zapier to get this done, but that is for a different post.

Hope this gives you an idea about how HappyFox Chat can help improve your sales process with the Salesforce integration. Start your HappyFox Chat free trial today to leverage the full benefits of Salesforce integration.