The document provides an overview of a webinar focused on deploying web chat and voice channel integration with Salesforce, highlighting the benefits of these channels for improving customer service efficiency. It discusses the importance of addressing common customer service challenges and outlines best practices, key terminologies, and case studies related to live agent and computer telephony integration (CTI). Additionally, it emphasizes the significance of community engagement and feedback during the sessions.

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. © 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. © 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.

6. © 2014 Appirio, Inc. - Confidential
If you want this....

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

9. © 2014 Appirio, Inc. - Confidential
Live Agent
Terminology Quick Fire

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

30. © 2014 Appirio, Inc. - Confidential
CTI Terminology - “CTI”

31. © 2014 Appirio, Inc. - Confidential
CTI Terminology - “Interactive Voice Response (IVR)” aka
Call Plan

32. © 2014 Appirio, Inc. - Confidential
CTI Terminology - “Salesforce Call Center”

33. © 2014 Appirio, Inc. - Confidential
CTI Terminology - “Softphone”

34. © 2014 Appirio, Inc. - Confidential
CTI Terminology - “Click to Dial”

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

39. © 2014 Appirio, Inc. - Confidential
GetFeedback Example Integration

40. © 2014 Appirio, Inc. - Confidential
GetFeedback Example Integration

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

46. © 2014 Appirio, Inc. - Confidential

47. © 2014 Appirio, Inc. - Confidential
Connecting To The Community
http://success.salesforce.com - ‘UKI Implementation Expertise Webinars’