Purpose

You can use this business process to provide online assistance to customers who request support in your Web shop in SAP E-Commerce for mySAP CRM.

Live Web collaboration is integrated with the Interaction Center (IC) WinClient. You can also integrate chat and e-mail with the IC WebClient. For more information, see:

· Support by E-Mail ® Specifics of Interaction Center WebClient

· Support by Chat ® Specifics of Interaction Center WebClient

Prerequisites

You have installed SAP E-Commerce for mySAP CRM. For the installation guide, see SAP Service Marketplace at service.sap.com/crm-inst.

Process Flow

If the customer runs into a problem or requires assistance in your Web shop, the customer contacts you via e-mail, chat, or (IC WinClient only) callback.

2. System validates customer information and routes request to agent (SAP CRM)

The system reviews the request (for example, customer ID and shopping basket details).

3. Analyze and respond to request (SAP CRM)

You analyze the request and respond via e-mail, chat, or (IC WinClient only) callback, according to the customer’s preference. In the case of chat and e-mail, you can:

○ Support more than one customer at a time

○ Use SmartTexts and SmartPages

4. Receive and evaluate response

5. End interaction

If the customer is satisfied, he or she ends the interaction.

6. System creates interaction history (SAP CRM)

After the interaction has ended, the system automatically logs the interaction as an activity. For example, if the interaction was a chat, the chat text is saved as part of the activity.

7. Annotate interaction history (SAP CRM)

You can add additional notes for future reference to the activity log (for example, document a callback request or add comments related to the chat).