What is New at Live2Support: Third Party Integration
Live2Support and Application Integration
We don’t call Live2Support cutting-edge for nothing. Our R&D team is on the verge of implementing several exciting new features in your favorite live chat program. You will receive a quick notification as soon as these features go live. But we thought we’d give you a sneak peak into these multi-tiered enhancements and so here they are:
Third Party Software Integration from Live2Support
Third party software integration typically refers to the attributes of a software application which allow it to work with one or more external applications. A popular and good example of third party integration is Microsoft Word’s ability to work with Microsoft Outlook, Excel, PowerPoint and Access as their default word processing application. Live2Support will now be able to work seamlessly by integrating with customer relationship management (CRM) and other types of applications. Here are some of the ways in which the third party integration will function once we go live with this major enhancement:
Validating Chat Visitors Prior to the Chat Session
There are specific circumstances in which you or your chat operators need to know whether a chat visitor with whom you are just about ready to start a chat session is a bona fide customer of your company or not. In such a situation, Live2Support can interface seamlessly with your existing CRM or any other database-driven application either to validate the status of the chat visitor, to display a complete customer profile, or both. When a chat request arrives, Live2Support can directly query the database and use identifiable customer information such as name, e-mail address etc to either perform a quick validation, to bring up the records of the chat visitor, or both. If the chat request is validated for instance, the system will initiate the chat session otherwise the chat request can go automatically into the offline message mode. This function is especially handy in conditions where you need to make sure that the chat request is indeed a legitimate one. In other words, You can use an existing CRM or a similar customer database to validate the credentials of a chat customer prior to initiating the chat session. This attribute enables chat operators to render a higher level of chat experience to existing online customers and at the same time protect the corporate interest by screening chat visitors.
Chat Transcript Integration
Once the chat session has concluded, the chat transcript can be integrated into the customers profile located in the CRM system. This feature allows customer service agents access to chat transcript records without having to invoke the chat application.Chat operators/customer service agents will now be able to update the customer’s CRM records through direct access to chat records. It also provides customer service and technical support personnel to deliver customer service from a more informed perspective.
Integrating Offline Messages
It will now be possible to integrate all the offline messages generated by chat customers into a third party application such as a CRM solution or a help desk system. These messages are forwarded to a URL provided by you and can interface with any application you choose. It is important to briefly mention here that customer data generated when using Live2Support also integrates with help desk applications and trouble ticket software. These programs are being used increasingly to deliver high quality customer service. Live2Support can now automatically forward offline messages left on the Live2Support system to a URL that you specify. This feature provides customer service and technical support teams to use chat-initiated customer communication while addressing customer needs and queries.
Stay Tuned
We encourage you to send us information about the various kinds and types of CRM and help desk applications you are currently using so that we may be able to incorporate these customer-centric applications into our testing phase. Please write to us at support@live2support.com with information about the type of customer service delivery protocols you have currently deployed such as CRM, e-mail management and help desk software.
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