LP Anywhere

Manage all your chats right from within your CRM

📜 Introduction

CRMs are an integral part of any customer-facing organization. No matter the size, scale, or tech stack of an operation, its sales and support agents will be spending virtually their entire day in one, and is generally the singular agent experience that all other systems and tools are compelled to serve.

🔑 Stats

  • Role: Lead Designer

  • Team: 1 D, 1 PM, 3 FEE, 5 BEE

  • Duration: 18 months

🤔 The Problem

LivePerson is a market-leading chat platform, and as such offers a sprawling ecosystem of tools and features that requires its own dedicated monitor. Try as you might, but if your company is using a CRM, you will find yourself bouncing back and forth between customer and database, getting bogged down with manual searches, losing track of your active conversations, and many other ways to harm customer satisfaction and individual agent performance.

💡 The Solution

  • An embeddable, discreet widget accessible from right within your CRM

  • Contains all chat features available in the LivePerson Agent Workspace

  • Display critical customer information right as the chat comes in

  • Match your chats to CRM records

  • Auto-relate the loaded CRM record to your unmatched chat

  • Log chat notes directly to your CRM records

👀 The Results

NOTE - The following designs are embedded in Salesforce, but are applicable to any CRM/integration!

Match your conversations to CRM records

Customer chats and the CRM are now fully integrated with each other, allowing the user to match a customer to specific record.

  • Single Match - If the customer matches to a single record, that same record will appear every time

  • No Match - 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

  • Multimatch - If a customer matches to several records, the user is shown all potential matches upfront

Single Match

No Match

Multimatch

View customer info at a glance

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

Info

Cases

Opportunities

Log everything back to the CRM

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

The entire LivePerson platform in your CRM

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

🎯 The Impact

Phase 1 of this product (just LP chat platform embedded in Salesforce) released in Q2 2022 to a select few among 3 eligible LivePerson brands.

  • Users initially lamented the small size of the app (it was as big as Salesforce allows!), but as soon as chats started coming in they quickly saw the benefits of no longer needing to go back and forth between platforms.

Phase 2 (what you see above) released in late 2022 to the same brands and we started seeing results after only a few week of use:

  • 46% increase in logged notes

  • 9% reduction in average handling time

  • 32% reduction in workflow steps

  • 5 hours saved per agent per week on average