LivePerson makes it easy for you to seamlessly connect the LivePerson Operator Console with web based applications such as CRM (Salesforce, Netsuite), Billing and Order Management Systems.
- Eliminate time-consuming switching between screens and applications.
- Gain easy access to customer information, enabling agents to provide more efficient and superior customer service.
- Easily update customers and account records from information supplied during chat sessions.
- Track customer orders, administer customer changes and run customer queries.
- Promote customer loyalty. There's no need to ask customers to provide information that you already have.
Integrating your web-based application enables you to access third-party tools directly from LivePerson's Operator Console. For example, launch a specific page of the application to view the billing history of a visitor currently engaged in a chat, without leaving the operator desktop.
Implementation
Step 1: In the LivePerson Admin Console, go to the "Rules" menu and select the "Visitor Rules" option.
Step 2: Create and name the rule. Add a brief description so that you can identify the rule later on.
Step 3: Set Rule Type to "When Visitor is being queued for chat."
Step 4: Click on "Add Action" and set Type to Operator Alert. The content in the HTML Action box will define the information displayed in the operator software. In the HTML action, add a link to your Web-based application. Example: link to a billing system. The HTML action would look like this:
<A href="https://billing.mycompany.com/">Click Here</A> to open the billing system
You can also automatically open the application using a redirect. For example you can automatically open a billing page using an HTML redirection.
<meta http-equiv="Refresh" content="0;URL=https://billing.mycompany.com">
You can also include variables in the URL enabling you to open a specific page in the application. For example, if you ask for the customer's account number in the Pre-Chat survey, you can open the account number of the visitor by passing the account number as a variable. The HTML code for this would look like this:
<a href=https://billing.mycompany.com/?accountNumber={LPVAR!accountNumber}>Click Here</a> to open the billing history for account {LPVAR!accountNumber}.
Click here to learn more about custom variables
Step 5: Save the rule.
