More Related Content Similar to Deploying Web Chat & Voice Channels With Live Agent & CTI Integration (20) More from Joshua Hoskins (20) Deploying Web Chat & Voice Channels With Live Agent & CTI Integration1. © 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. © 2014 Appirio, Inc. - Confidential
Welcome
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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. © 2014 Appirio, Inc. - Confidential
Fact
26% of consumers have experienced being transferred from
agent to agent without any resolution of their problem.
5. © 2014 Appirio, Inc. - Confidential
Fact
82% of consumers have stopped doing business with a
company after experiencing poor customer service.
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. © 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
10. © 2014 Appirio, Inc. - Confidential
Live Agent Terminology - “Chat Button”
SportingBet Contact us page
2 modes
11. © 2014 Appirio, Inc. - Confidential
Live Agent Terminology: “Pre-Chat Page”
12. © 2014 Appirio, Inc. - Confidential
Live Agent Terminology: “Waiting Message” with Position #
13. © 2014 Appirio, Inc. - Confidential
Live Agent Terminology: “Chat Page”
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. © 2014 Appirio, Inc. - Confidential
Live Agent Terminology: “Post-Chat Survey” (optional)
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. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study: Out-of-box
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. © 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. © 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. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study
Console layouts, shortcuts
Internal Chat - console component
22. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study
Quick Texts
Different languages assigned by sharing rules
Automated recommendations
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. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study: Results!
Management: system data, supervisor
Session record
Live Agent
Supervisor
25. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study: Results!
Reporting: Hoopla and CSAT/NPS
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. © 2014 Appirio, Inc. - Confidential
Why Phone?
● Skill-based routing
● Intuitive customer service enabled by 360 View
● Self-service solutions
All made possible by....
28. © 2014 Appirio, Inc. - Confidential
Checkout the AppExchange for CTI Partner Directory
https://appexchange.salesforce.com/results?keywords=CTI
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
31. © 2014 Appirio, Inc. - Confidential
CTI Terminology - “Interactive Voice Response (IVR)” aka
Call Plan
32. © 2014 Appirio, Inc. - Confidential
CTI Terminology - “Salesforce Call Center”
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. © 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. © 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. © 2014 Appirio, Inc. - Confidential
Immediate & Post Interaction - Feedback Survey
Methods:
● Workflow Email Alert with Customized Link
● Website Redirect with Customized URL
41. © 2014 Appirio, Inc. - Confidential
Interaction Logging = Clear Analytics
42. © 2014 Appirio, Inc. - Confidential
Clear Analytics = Gamification Opportunity
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. © 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. © 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
47. © 2014 Appirio, Inc. - Confidential
Connecting To The Community
http://success.salesforce.com - ‘UKI Implementation Expertise Webinars’