Deploying Web Chat & Voice Channels With Live Agent & CTI Integration

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During the session you can expect to hear how to approach the deployment of Live Agent & CTI, the typical skills needed, the challenges you can expect to tackle to ensure a successful implementation.
Each channel mentioned in the presentation will be complemented by a real life customer story carried out by Appirio.

Co-presented with Pierre Eymard
Video: http://www.youtube.com/watch?v=wHtPkiGewoU&feature=youtu.be

Published in: Technology, Business
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Deploying Web Chat & Voice Channels With Live Agent & CTI Integration

  1. 1. © 2014 Appirio, Inc. - Confidential Deploying Web Chat & Voice Channel Integration Salesforce.com UK&I Partner Webinar Series 11th April 2014 © 2014 Appirio, Inc. - Confidential
  2. 2. © 2014 Appirio, Inc. - Confidential Welcome ● Please join our community ‘UKI Implementation Expertise Webinars’ on http://success.salesforce.com ● Please post your questions in the community during the webinar. We will answer them at the end of the session. ● We would love your feedback on these sessions. Please provide in the community either as a public post or as a direct message to me.
  3. 3. © 2014 Appirio, Inc. - Confidential Fact 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. --Forrester
  4. 4. © 2014 Appirio, Inc. - Confidential Fact 26% of consumers have experienced being transferred from agent to agent without any resolution of their problem.
  5. 5. © 2014 Appirio, Inc. - Confidential Fact 82% of consumers have stopped doing business with a company after experiencing poor customer service.
  6. 6. © 2014 Appirio, Inc. - Confidential If you want this....
  7. 7. © 2014 Appirio, Inc. - Confidential Today’s Topics Chat Channel Voice Channel Benefits ● Multiple Chats ● Faster responses and resolution Benefits ● Seamless customer experience ● Leverage existing technology investments Benefits to Both ● Decrease agent training time and costs ● Higher customer and employee satisfaction ● Increased first contact resolution
  8. 8. © 2014 Appirio, Inc. - Confidential Why Chat? ● Reduced case handling time, minutes vs hours/days ● Increased productivity, due to multi-tasking ● Instant satisfaction due to efficiency gain
  9. 9. © 2014 Appirio, Inc. - Confidential Live Agent Terminology Quick Fire
  10. 10. © 2014 Appirio, Inc. - Confidential Live Agent Terminology - “Chat Button” SportingBet Contact us page 2 modes
  11. 11. © 2014 Appirio, Inc. - Confidential Live Agent Terminology: “Pre-Chat Page”
  12. 12. © 2014 Appirio, Inc. - Confidential Live Agent Terminology: “Waiting Message” with Position #
  13. 13. © 2014 Appirio, Inc. - Confidential Live Agent Terminology: “Chat Page”
  14. 14. © 2014 Appirio, Inc. - Confidential Live Agent Terminology: “Service Cloud Console” Input area with Quick texts Chat notifications with hover details sfdc records (cases, contacts) Chat dialog
  15. 15. © 2014 Appirio, Inc. - Confidential Live Agent Terminology: “Post-Chat Survey” (optional)
  16. 16. © 2014 Appirio, Inc. - Confidential Live Agent Considerations for the “Complete Experience” CUSTOMERS ● Custom pages ● Chat buttons: locations, mobile ● Offline visibility ● Pre-chat questions, client information ● Waiting message ● Chat layout ● Post-chat options END USERS ● Teamwork (skills, internal) ● Console (layouts) ● Shortcuts ● Quick Texts ● Knowledge ● Search MANAGEMENT ● Linkage logic ● Chat vs. email/phone flows ● CSAT / NPS ● Reports & Dashboards (Hoopla) ● Administration - LA Supervisor
  17. 17. © 2014 Appirio, Inc. - Confidential Live Agent Considerations & Case Study: Out-of-box
  18. 18. © 2014 Appirio, Inc. - Confidential Live Agent Considerations & Case Study ● Custom Visualforce Pages ● Multi Language implemented with SFDC Custom Settings Custom Setting PreChat page, in german and english
  19. 19. © 2014 Appirio, Inc. - Confidential Live Agent Considerations & Case Study PreChat Language, website, client info .../apex/PreChatForm?lang=english&country=UK Parameters going from website to PreChat page then stored in SFDC Chat Button and code Skill Chat Transcript
  20. 20. © 2014 Appirio, Inc. - Confidential Live Agent Considerations & Case Study Agents teamwork, internal Chat Backend Skills: Internal Chat console component Skills Internal PreChat page Users Buttons, english and german
  21. 21. © 2014 Appirio, Inc. - Confidential Live Agent Considerations & Case Study Console layouts, shortcuts Internal Chat - console component
  22. 22. © 2014 Appirio, Inc. - Confidential Live Agent Considerations & Case Study Quick Texts Different languages assigned by sharing rules Automated recommendations
  23. 23. © 2014 Appirio, Inc. - Confidential Management: data, data, data Live Agent Considerations & Case Study CASE CHAT TRANSCRIPT CONTACT/LEAD SURVEY ERD of a Chat Expected result: Case linked to Transcript and Survey code code code
  24. 24. © 2014 Appirio, Inc. - Confidential Live Agent Considerations & Case Study: Results! Management: system data, supervisor Session record Live Agent Supervisor
  25. 25. © 2014 Appirio, Inc. - Confidential Live Agent Considerations & Case Study: Results! Reporting: Hoopla and CSAT/NPS
  26. 26. © 2014 Appirio, Inc. - Confidential Live Agent Implementation -- #1 Lesson Learned Don’t assume all chats will follow the ‘happy path’: test an out-of-box setup more than once to define the data flows and how users will use the functionality. Many elements visible and invisible to consider => needs thorough testing!
  27. 27. © 2014 Appirio, Inc. - Confidential Why Phone? ● Skill-based routing ● Intuitive customer service enabled by 360 View ● Self-service solutions All made possible by....
  28. 28. © 2014 Appirio, Inc. - Confidential Checkout the AppExchange for CTI Partner Directory https://appexchange.salesforce.com/results?keywords=CTI
  29. 29. © 2014 Appirio, Inc. - Confidential Computer Telephony Integration Terminology Quick Fire Related Appirio Blog Post: Salesforce CTI SoftPhone: Learn the Lingo posted June 2009 by Jonathan Griggs
  30. 30. © 2014 Appirio, Inc. - Confidential CTI Terminology - “CTI”
  31. 31. © 2014 Appirio, Inc. - Confidential CTI Terminology - “Interactive Voice Response (IVR)” aka Call Plan
  32. 32. © 2014 Appirio, Inc. - Confidential CTI Terminology - “Salesforce Call Center”
  33. 33. © 2014 Appirio, Inc. - Confidential CTI Terminology - “Softphone”
  34. 34. © 2014 Appirio, Inc. - Confidential CTI Terminology - “Click to Dial”
  35. 35. © 2014 Appirio, Inc. - Confidential CTI Considerations for the “Complete Experience” CUSTOMERS ● IVR ● Routing ● Average Hold Time ● Call Deflection ● Caller Verification ● Post-call options END USERS ● Skillsets ● Console ● Screen Pop ● Knowledge ● Call Scripts ● Search ● Interaction Logging ● Outbound Dialing MANAGEMENT ● Phone Systems ● CTI Partner ● Call Volumes ● Call Recordings ● Agent Statuses ● Reporting
  36. 36. © 2014 Appirio, Inc. - Confidential Items to consider when building your Call Plan ● Agent Availability ● Expected Call Volume ● Team Skillset ● Call Routing ● Monitoring - Wall Board & Reporting ● Real-time configuration changes (volume based)
  37. 37. © 2014 Appirio, Inc. - Confidential CTI Case Study - NHS Challenge Large HR Service Transformation programme ○ New contact centre team (30 agents) ○ Single Contact Number Solution ○ Service Cloud w/New Voice Media CTI ○ Softphone for agents to identify NHS employee (based on Assignment Number) and create new cases ○ Call Plan routes calls to respective agent by;- ■ Existing case owner ■ Agent skill base (defined in NVM console)
  38. 38. © 2014 Appirio, Inc. - Confidential Immediate & Post Interaction - Feedback Survey Methods: ● Workflow Email Alert with Customized Link ● Website Redirect with Customized URL
  39. 39. © 2014 Appirio, Inc. - Confidential GetFeedback Example Integration
  40. 40. © 2014 Appirio, Inc. - Confidential GetFeedback Example Integration
  41. 41. © 2014 Appirio, Inc. - Confidential Interaction Logging = Clear Analytics
  42. 42. © 2014 Appirio, Inc. - Confidential Clear Analytics = Gamification Opportunity
  43. 43. © 2014 Appirio, Inc. - Confidential CTI Implementation -- #1 Lesson Learned Vet your existing telephone system, select your telephony partner and have an idea of what your call plan will be BEFORE implementation!
  44. 44. © 2014 Appirio, Inc. - Confidential Appirio Helps You Reimagine Your Business with the Cloud =+ Your Business ReimaginedThe World’s Largest Cloud Expert Community Services Powered by Reusable Technology and over 600k Crowdsourced Developers & 1,000 Appirians 7 years, 700 enterprises, 3M users moved to the cloud, 6 regional hubs
  45. 45. © 2014 Appirio, Inc. - Confidential That what fun, now what? What to look for.... ● High Case Handle Times ● Use Cases for Inbound/Outbound Calling What’s in it for you.... ● Executive Conversation Starter ● Opportunity to showcase Service Cloud and it’s capabilities ● Proven Cost Savings Opportunity What to do.... ● Email cloud-emea@appirio.com ● View Additional Customer Success Stories http://go.appirio.com/service- customers ● Contact your Account Executive @ Appirio
  46. 46. © 2014 Appirio, Inc. - Confidential
  47. 47. © 2014 Appirio, Inc. - Confidential Connecting To The Community http://success.salesforce.com - ‘UKI Implementation Expertise Webinars’

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