live message partner training (january 23, 2017)
TRANSCRIPT
LiveMessage Partner TrainingConversational Messaging Arrives as A Service Channel
Jessica Boucher
Customer Success Manager, Salesforce
What You Will Learn Today
✓ What is LiveMessage?
✓ Discuss Common Use Cases
✓ Demo of LiveMessage
✓ Implementing LiveMessage: Best Practices
✓Demo Org Access
✓Licensing Discussion
Agenda
Introduction to LiveMessage 5 Minutes
LiveMessage Common Use Cases 10 Minutes
Demo of LiveMessage 15 Minutes
Implementation Best Practices 10 Minutes
Demo Org Access & Licensing 10 Minutes
Q&A 10 Minutes
Enterprise service communication today is mostly one-way, personal communication is conversational
Salesforce LiveMessage
2-Way Conversations on MobileCustomer or Business Initiated
Channels of Customer ChoiceSMS and Messaging Apps, Including 48 countries
Automation and IntelligenceFaster, Personalized Support
Lower Overall Support CostsReplaces Voice Support
Many New FeaturesYou Ask and We Listen!
Conversational messaging for the enterprise
Salesforce LiveMessage Delivers ROI Expect Voice Calls to go down by 20-30% at ¼ the Cost!
LiveMessage
And customers prefer texting with businessesDriving brand loyalty and increasing customer satisfaction
LiveMessage Features
✓Conversation Routing
✓Configurable Auto-Responses & Screen Pop
✓Conversation History Saved to SF
✓Outbound Messaging via Campaign
✓Chatbot & LMR (LiveMessage Response)
✓Auto-linking Conversation History
✓Omni-Channel Integration
✓Quick Text Integrated
✓Custom Object Support
✓Enhanced User Notifications
Conversational Messaging for the Enterprise Contact Center
Screenshot - Conversation Routing
LiveMessage and Facebook Messenger Integration with Popular Messaging Apps
✓Display SMS & Messenger texts in Console
✓Configurable Auto-Responses & Screen Pop
✓Messenger Customer info automatically located
✓Customer image shown during conversation
✓LiveMessage for FB Messenger features:
✓Transcripts saved as activity records
✓Quick text integration
✓Picture Messaging (and gifs and stickers!)
✓Assigned user routing just for Facebook
✓Browser notifications
✓Support for standard & custom objects
Screenshot - LiveMessage and Facebook
Customer Stories &
Common Use Cases
“LiveMessage gives us lots of opportunities to increase CSAT through our support of them.”
Doug Jones, Director of Support & Services at NCR Silver
NCR Reduces Cost per Contact by 75% with LiveMessage
Saved 50% over the cost of voice calls
Realized 10x agent utilization rate over phone calls
Shifted nearly 20% of phone calls to SMS
Use Case #1 - Customer Initiated
c
“LiveMessage has really allowed our team to create efficiencies around communication.”
Jessica Sinclair, Associate Director at Me to We
LiveMessage Helps Me to We Increase Engagement by 80%
More easily connect with youth and their families
80% increase in response rates
Enables the Me to We team to be flexible & customizable
Use Case #1 Agent Initiated
Vertex engages patients on channels they prefer
Improved CSAT scores
Enabled pro-active engagement & increased engagement
IMR, Quick-Text centric messaging, Uploading Health Card Plan pictures
Use Case #3
LiveMessage Industry Use Cases
Hospitality & Travel• Reservations, status, changes• Confirmations, late arrivals
• Events, meetings, vacations • Guest services, feedback
• Deals, Reward programs
Recruiting & Higher Education• Engaging candidates & close
faster
• Admissions/hiring lifecycle communications
• Registrations, campus services
Retail & CPG• Order status• Feedback channel
• Features, availability, sizing• Installation, assembly, shipping
• Exchanges, returns, locations
Technology• Help desk, installation, logins• Evaluation support, request quote
• Warranty, compatibility, order status• Request investor info, locations
• Schedule training, provide feedback
Utilities & Energy• Report an outage and updates• Start/stop service, pay by text
• Check service areas, office locations• Program/rebate availability, FAQs
• Repair schedule, coordination
Insurance & Mortgage• Request a quote, assign agent• Claim status, get documents
• File a claim, find a repair shop• Send a photo, contact claims rep
• Check discounts, loan rates
Conversational Messaging
OOTBNo Partner Needed
Alert to Conversation
Easy win forpartners
Interactive Conversational Messaging
Need Skilled Partner Introduction
1 2 3
Implementing LiveMessage - Use Cases
LiveMessage Demo
Implementation
Best Practices
Implementation Top Pain Points
1.Didn’t check if the number is able to be
text-enabled
Demo Org Access &
Licensing
How to setup LiveMessage?
Here are 3 initial important steps to keep in mind:
1. Download from the AppExchange!
1. Registration: Register your org:http://www.heywire.com/products/salesforce-livemessage/provision
Note: Please allow up to 1-3 days for your orgto get registered. Phone Numbers may not be used in multiple
orgs so please plan your demo accordingly.
1. Activation: After filling out the form above, a phone number will be
provisioned and you will receive Account ID and Activation Code to
activate LiveMessage in your org.
Resources & Next Steps
Technical Support Resources
Partners with support questions can
contact LiveMessage Customer Success:
Email: [email protected]
Call or Text: (888) 740-8892 (US)
Or Call at: (617) 861-4953 (Int’l)
Demo Activation Requests:
http://www.heywire.com/products/livemessage/provision/
24-48 response time
Follow up with [email protected]
Q & A
Implementing LiveMessage - Use Case #1
#1 - Customer or Agent Starts the 1:1 Conversation (US, Canada and EU)
● Inbound SMS messaging to the LiveMessage widget (no Omni). Agents can start individual
outbound messages.
● Inbound Facebook messaging to the LiveMessage widget (No Omni). Agents can then
engage in conversational messaging. If also using Social Studio, all Facebook Direct Message
traffic must come to LiveMessage
● Customer completes installation and setup. Support for basic questions.
● Volume estimates: 100,000 inbound SMS messages per month
Screenshot - IMR (Interactive Message Response)
Screenshot - IMR (Interactive Message Response)
Screenshot - IMR (Interactive Message Response)
Pricing for LiveMessage
SMS/MMS Add-on Messaging
Packs for Higher Volume
Centers
$30 for 1000 messages per year
Shortcode Pricing
$2K//Mo or $3K/Year Vanity
FaceBook Messenger Add-on
Messaging - Free & Unlimited**Current Facebook Policy
$65user/month
Includes500 messages/month, 6k per yr (AMER)300 messages/month, 3600 per yr (International)
$65user/month
Includes500 messages/month, 6k per yr (AMER)300 messages/month, 3600 per yr (International)
1 Messaging Type 2 Messaging Types
Facebook Messenger...Coming December 15thAvailable Today!
Free 30-Day Trial Criteria
20+
LicensesStrategic
Head to Head Competition
Tech
Qualification
Cannot support Shared 800 Numbers
Cannot support Twilio, Google Voice or Skype #s