Salesforce Essentials Adds Direct Telephony And Messaging Channels

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Salesforce, the global leader in customer relationship management, has announced the delivery of new conversation channels in Salesforce Essentials.

Introduced in March 2018, Salesforce Essentials (an integral part of Salesforce Sales Cloud) is all about a renewed investment for Salesforce to put its hands again on the small business market after years of focus on big enterprises. With this, the CRM giant is expanding its bottom line by identifying and focusing on small businesses, especially those with the potential to scale up.

The all-in-one CRM solution built specifically for small businesses, Salesforce Essentials empowers businesses to tap into the power and potential of Salesforce with easy to set up, use, and maintain applications for service and sales. This helps small and medium-sized businesses innovative ways to initiate interactions and conversations with customers with its Salesforce Essentials product.

A more lightweight version of the primary product of Salesforce, Salesforce Essentials has capabilities including but not limited to integrations with popular and prominent social media channels like Instagram, Facebook Messenger, and YouTube. The best part is that the users of the Salesforce Essentials sales and customer service suite for businesses can experience these features while having a single, unified view of the customer. 

The suite also includes Lightning Dialer, a Voice over Internet Protocol (VoIP) tool that provides a phone number connected to Essential subscribers to their Salesforce interface. Organizations can configure Dialer to forward them during set hours or answer in-browser calls. All channel activities get records in the respective customer records and can be easily called up at the next conversation or interaction.

New Features Of Salesforce Essentials

  • Real-time chat conversations from the help center or website: A Salesforce chat widget can be added by small businesses to their website. Chats can then be routed to an employee who can easily maintain multiple chat conversations from Salesforce. With this, employees of a success-driven organization can easily access complete details about a customer profile so they can quickly step into the conversation and access features such as case history, open sales opportunities, previous interactions, or other information within Salesforce.
  • Seamless conversations across social channels: Small businesses can now have conversations with their customers in real-time over Facebook Messenger. For instance, a customer question sent in the form of a message is routed to an employee who then can engage in a live conversation directly from within Salesforce Essentials over Messenger. The employee gets notified with YouTube and Instagram when the customer makes a comment on a video or post and can respond from Salesforce.
  • Native phone support built into the #1 CRM: Receive and make customer calls with Lightning Dialer for Essentials, which is an out-of-the-box call center solution built right into Salesforce Essentials. A customer’s account and profile information are immediately available with a Salesforce pop-up screen when an employee receives or makes the call. This gives the employee a complete overview of the chat context and customer history to offer personalized and fast service.
  • Easy channel setup with live help and walkthroughs: A library of simple and easy-to-understand walkthroughs within the product is offered by Salesforce Essentials to small business customers so they can set up with all of these advanced features in the fraction of a few minutes. This includes guided overviews on important channels such as phone, chat, and Facebook Messenger.

Pricing for Salesforce Essentials is $25 per user per month including Instagram and YouTube support for businesses with up to 20 employees. Currently, subscribers pay an add-on fee for these same products and services in the more expensive Salesforce Professional for Small and medium-sized businesses (SMBs, 21 to 200 employees) and Salesforce Enterprise (200-plus employees). 

A subscription to Salesforce Essentials comes with a seat for Facebook Messenger and web chat while additional web chat and Facebook seats (when multiple employees are required by a business to manage conversations) cost $15 per month per seat.

Ready to try Salesforce Sales Cloud Essentials?


Deepali Kulshrestha

Salesforce Certified Developer | Delivery Management Head
Deepali, a certified Salesforce Advanced Administrator and Salesforce Developer and CSPO Certified at Cloud Analogy, is a successful name in the industry circles when it comes to the delivery of successful projects with end-to-end testing. Deepali is a globally-renowned industry stalwart when it comes to managing Operations & Delivery Planning in driving Business Performance Management.

Hire the best Salesforce Development Company. Choose certified Salesforce Developers from Cloud Analogy now.

This Post Has 6 Comments

  1. Kyle

    Thank you so much for this piece of information you have shared, it’s all I’ve been looking for to understand new conversation channels in Salesforce Essentials.

    1. Cloudanalogycrm

      Hey Kyle, Thanks for your kind words. We’re glad you found our content informative and helpful, and we look forward to sharing more with you.
      Keep reading 🙂

    1. Cloudanalogycrm

      Hey Alexandre, Thanks for your kind words. We’re glad you found our content informative and helpful, and we look forward to sharing more with you.
      Keep reading 🙂

  2. Justin

    Thanks for this useful content. It’s always a pleasure to read your great posts.

    1. Cloudanalogycrm

      Hey Justin, Thanks for your kind words. We’re glad you found our content informative and helpful, and we look forward to sharing more with you.
      Keep reading 🙂

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