Support by Chat 

Use

As a customer, you can request to chat with an agent when you need assistance. Once an agent accepts your request, you can start chatting with the agent.

You can chat requesting for:

More information on the product being sold.

Assistance to navigate within the Web shop.

As an agent, you can support online customers by answering their queries during a chat.

Prerequisites

·        A customer is online and has requested to chat with an agent within the Web shop.

·        Agents have made themselves available.

Features

Customers can:

·        Choose to chat with the agent with whom they chat previously.

·        Select the required font style.

·        Exchange hyperlinks and attachments with the agent.

·        Print or save copies of the conversation with an agent.

Agents can:

·        Chat with more than one online customer by switching between customers.

·        Use the default SmartTexts to send pre-stored texts.
This avoids typing the repetitive messages.

You may be using the text 'Good morning, How may I help you?' many a times while chatting with customers.

To avoid repetitive typing, you can create a SmartText for the above text with the name Morning and use it while chatting.

·        Use the default SmartPages to send files or Uniform Resource Locators (URLs) while chatting. You can save the files locations or URLs that are often requested by customers as the default SmartPages.

Some of the file locations or URLs you can save as default SmartPages are Product Specification document and company Web site.

Activities

...

       1.      In the Customer section, choose the customer you want to chat with.

A message appears in the Chat tab indicating that you have accepted the request to chat. The BP Information tab displays information about the customer, with whom you are currently chatting.

Under the BP Information section, the total number of unaccepted requests are displayed. To view and pick the requests, click Pick Request.

       2.      Enter a response to the customer and click Send.

Your name and the customer name are displayed in different colors in the chat area.

       3.      If required, you can change the font style in which you are chatting with the customer.

       4.      If required, you can also search the solution database for previously available solutions to customer problems.

...

                            a.      Click IIA Search.

                            b.      Enter the search criteria and click Search.

       5.      If you want to use the available SmartTexts, do the following:

...

                            a.      In the SmartTexts tab, expand the DEFAULT SmartTexts node.

                            b.      Click a SmartText and click Select.

The selected SmartText appears in the message field.

                            c.      If required, you can modify else click Send.

       6.      If you want to send an URL or a file to the customer you are chatting with, do the following:

...

                            a.      In the SmartPage tab, expand the Default SmartPage Tree node.

                            b.      Choose an URL or a page and click Select.

The selected URL appears in the message box.

                            c.      Click Links.

                            d.      If you have selected an URL, click Send. If you have selected a file, click Send Page.

A confirmation message appears indicating that the URL or file was sent to the customer.

       7.      If you want to chat with a different customer simultaneously, then repeat steps 1 to 6.

The complete chat details between you and the customer, appears in the chat area.

       8.      Once you complete chatting with a customer, click Exit.

       9.      If you want to save and annotate the communication, enter your notes in the Comments field and click Save.

Specifics of IC WebClient

In the B2B scenario you can also integrate the Live Web Collaboration (LWC) chat channel with the IC WebClient.

The business process for chat using LWC with the IC WebClient remains the same, for customer and agent, as with the IC WinClient. In other words you can:

·        Start a chat.

·        End a chat.

·        Save a chat to file.

For further information, please see the IC WebClient Chat documentation.

However, configuration of Live Web Collaboration and IC WebClient integration differs as follows:

·        You must maintain an email for B2B users in the backend.

·        You must maintain the agent as a business partner with the role employee. The agents’ first name, last name, and e-mail must be maintained for this role.

For further information on configuring LWC with the IC WebClient, to use chat, please see the Live Web Collaboration configuration documentation in SAP Solution Manager