Solutions: LiveAgent Implementation for Manufacturing

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A prominent manufacturer has provided quality networking and industrial data communication products across North America for well over 30 years. With establishing solutions for security, energy, industrial automation, and transportation applications, exceptional product and technical support must be at the center of their every day life. In order to continue providing world-class support, they needed to implement a live chat support software to consistently stay in front of their customers.


Purpose

To continue advancing their support strategies, it was critical to improve their agent response time. After conducting research with their dedicated Salesforce representative, they landed on the #1 rated help desk software, LiveAgent. After realizing the scope of this implementation, they came to the conclusion that this was above their level of expertise. Being unfamiliar with the nuances of the software and having no one on staff qualified for this type of project prompted them to seek help from Solving IT.

Process

Solving IT began by fully understanding their business needs and reasons why the adoption of LiveAgent was critical. After learning their goals, Solving IT implemented LiveAgent for their website connecting to their Salesforce org to include a transcript related list on the page layouts for Leads, Contacts, Accounts, and Cases. To round out the project, Solving IT conducted full training including best practices to ensure all stakeholders were supported while they adjust to the new feature.

Results

The support agents are now able to log in and see all customer’s transcripts from live and previous interactions at a quick glance. This allows them to more effectively organize their support chat archives, as well as understand and respond to support requests faster. Being able to understand any or all past transcripts allows the support staff to better serve their customers. Overall, they are able to provide even better, faster, and more precise product and technical support than ever before.

 

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