HeyWire Business Announces LiveText on the Salesforce AppExchange, the World's Leading Enterprise Apps Marketplace
Groundbreaking new app lets customers text support numbers for live conversations
SAN FRANCISCO, Oct. 14, 2014 /PRNewswire/ -- DREAMFORCE -- HeyWire Business, the leading enterprise mobile messaging cloud service, today announced it has launched LiveText on the Salesforce AppExchange, empowering businesses to connect with their customers in a whole new mobile-centric way. LiveText adds text to existing customer support numbers – including 1-800 numbers – enabling customers to have support conversations via text message with agents using the Salesforce Service Cloud. Live demonstrations will be available this week at Dreamforce, booth N2311.
LiveText is an enterprise-proven solution that delivers on the unmet needs of today's increasingly mobile and text-first customer. In fact, a recent survey* showed that a majority of consumers, 52 percent, now prefer text over their current method of customer support.
LiveText: Key Features
Customers simply text an existing support number using their phone's texting service – no special app required. Agents then respond from their Salesforce Service Cloud console. The console automatically notifies agents of inbound customer texts based on pre-configured ACD routing, agent availability and agent utilization. Once engaged in a text-based conversation, agents are able to associate conversations with existing contacts, cases and leads stored in Salesforce or create new contacts, cases and leads as needed. LiveText's auto-response messaging enables call centers to provide consistent messaging at the beginning and the end of text conversations, including delivering thank you coupons directly to the customer's phone. LiveText also supports multiple chat sessions per agent, while operating seamlessly with other Salesforce applications. The service can be personalized for call centers that do not operate 24x7 by configuring LiveText to text customers with appropriate messaging during off-hours.
"Today's consumer is mobile and prefers texting over voice. LiveText lets businesses address their customers' unmet need for a mobile support channel with a secure, cloud-based solution. We are tremendously pleased to be named a Salesforce partner and to offer the first and only text conversation support channel available to Salesforce customers," said Meredith Flynn-Ripley, co-founder and CEO of HeyWire Business.
"Companies are looking to transform the way they connect with customers, partners and employees to thrive in today's connected world," said Ron Huddleston, senior vice president, global AppExchange & partner program, salesforce.com. "By leveraging the power of the Salesforce1 Platform, LiveText provides customers with the proven social, mobile and connected cloud technologies to accelerate business success."
To download LiveText on the Salesforce AppExchange, click here or go to www.sforce.co/1D1YHDc.
Additional Resources
- Become a fan of HeyWire Business: http://www.facebook.com/heywirebusiness
- Follow @HeyWireBiz on Twitter: https://twitter.com/heywirebiz
- Become a fan of salesforce.com on Facebook: http://www.facebook.com/salesforce
- Follow @salesforce on Twitter: https://twitter.com/salesforce
About Salesforce AppExchange
Salesforce AppExchange is the world's leading enterprise apps marketplace that empowers companies to sell, service, market and engage for the Internet of Customers. With more than 2,200 partner apps and more than 2.4 million customer installs, it is the most comprehensive source of social, mobile and connected cloud apps for business.
Salesforce, Salesforce1, AppExchange and others are among the trademarks of salesforce.com, inc.
About HeyWire Business
HeyWire Business is the leading enterprise mobile messaging company that delivers mobile-first business communications and customer support. The company is a pioneer in bringing cloud texting to business landlines and customer support 1-800 numbers, connecting businesses and professionals securely and reliably with anyone in their business world – inside and outside the enterprise. Channel Partnerships with leading business technology providers extend HeyWire Business' reach to more than 25 million business people and major call centers, on a cloud platform that handles over a billion messages per month. HeyWire Business recently earned recognition from industry leading organizations, including making the AlwaysOn Global 100 Companies to Watch list, and being awarded the CTIA Mobile Cloud Emerging Technology Award and the PwC Promise Award. For more information, please visit http://www.HeyWireBusiness.com.
*Survey of 700 consumers conducted in Feb. 2014 by HeyWire Business.
Media Contact:
Sarah Otterstetter
Davies Murphy Group
[email protected]
781-418-2416
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SOURCE HeyWire Business
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