Project stats
Role: Lead Designer
Team: Me, 1 PM, 3 FEE, 5 BEE
Duration: 18 months
The problem
Agents are bouncing back and forth between their CRM and LivePerson's Agent Workspace, resulting in lots of manual searches for records, losing track of conversations, and compromising quality of customer service.
How it was solved
An embeddable, discreet widget accessible from right within your CRM containing all the chat features from LivePerson's Agent Workspace
Display critical customer information right as the chat comes in
Match your conversations and notes directly to existing CRM records
Auto-relate the loaded CRM record to your unmatched conversation
NOTE — The following designs are embedded in Salesforce, but are applicable to any CRM on the market that allows third-party embeddable integrations.
Due to the sheer size of this initiative and the effects it would have on the entire platform, an ultra-lite version of the call controls needed to be built and demoed to stakeholders, select customers, the entire C-suite, and even our board of directors.
If the customer matches to a single record, that same record will appear every time.
If a customer has never been assigned to a record, or their record doesn’t exist yet, the user can search for one in the app, or create a brand new one.
If a customer matches to several records, the user is shown all potential matches upfront.
First and foremost, LP Anywhere has to answer the following questions within the first few seconds of a conversation:
Who is this person?
Why are they contacting us?
Where do I go to help them?
There are a few ways an agent can get their answers right from LP Anywhere’s UI:
The Activity tab aggregates all recent updates and interactions this customer’s had with an organization
The Info tab displays all customer information deemed mission critical to the agent’s role and is completely customizable
The Actions tab , beyond merely being the chat area, is where the agent can find and relate all cases and opportunities associated with that customer
Activity tab
Info tab
Cases
Opportunities
LP Anywhere’s second job is to ensure that record updates, notes, and chat outcomes are logged easily (and correctly) back to the CRM:
Apart from the more general metadata that gets saved automatically, the agent has a few tools available to them in the Notes pane of the Actions tab:
Agents can log their call notes and select their dispositions at any point during the conversation
Agents can tag their colleagues in call notes with an @mention and are notified immediately
Agents can take advantage of LP Anywhere's natural language processing (NLP) and use specific phrases combined with units of time to automatically create follow-up events for themselves or their team
Notes + Dispositions
NLP + @mention
All the CRM integration-y stuff is real cool, but remember: we’re bringing all of LivePerson’s chat functionality in here at the same time. Agents can not only manage every single chat right from the CRM, they have access to (virtually) every feature available in LP’s dedicated Agent Workspace.
Manage all active chats
Transfer chats
Predefined content
Attach files
