Guide by. A Guide to the Talkdesk and MAGENTO. Integration. Advantages / How to use / Activate and setup the integration / more...

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1 Guide by A Guide to the Talkdesk and MAGENTO Integration Advantages / How to use / Activate and setup the integration / more...

2 // A Guide to the Talkdesk and Magento Integration integration // table of contents // 01 // Overview & advantages of the Talkdesk and Magento integration // // 6 Ways to use the Talkdesk Magento integration // // Readily available contact profile information about the customer // // Immediate access to the entire history of the customer // // Two-way synchronization of data // // Update Magento data without leaving Talkdesk // // Call Magento contacts directly from Talkdesk // // Search for and open Magento contacts from Talkdesk // // Activate the integration // // Obtain your Magento credentials // // Activate the Magento integration in Talkdesk // // Setup automated tasks // // Configure the automated task // // Example of an automated task // // Call directly from Magento // 30 // 2

3 // Introduction // Integrate Magento with Talkdesk to optimize customer relationships and streamline workflow. // Magento is great for helping teams build, maintain and strengthen customer relationships. However, when teams use Magento without integrating with their call center software solution, they might allow valuable information from phone interactions to slip through the cracks - along with customers. The Talkdesk and Magento Integration resolves these issues. With one click, all existing Magento contacts, orders and notes synchronize with Talkdesk. When a customer connects with an agent, this information is displayed in the Talkdesk interface. Additionally, when information about the customer is updated in either system, the other automatically updates with the same information. With this integration, the entire team can access accurate information about the customer in the most efficient manner possible. This guide will help teams optimize the configuration and make the most out of the Talkdesk and Magento Integration. // 3

4 // A Guide to the Talkdesk and Magento Integration Overview & advantages of the Talkdesk and Magento integration 1 // 4

5 // Overview & advantages of the Talkdesk and Magento integration // The Talkdesk and Magento integration optimizes customer interactions and agent workflow. // With Talkdesk, agents can make and receive phone calls directly from their browser alongside contextual information about the customer. Agents can also create and update information in Magento directly from Talkdesk. When the call is finished, Talkdesk automatically populates the call recording and call data into the customer s activity feed. With this integration, teams have everything they need to streamline their workflow and optimize the customer experience. // 5

6 // Overview & advantages of the Talkdesk and Magento integration Here are some advantages of the Talkdesk and Magento integration: // s, tickets, cases, chats and phone interactions from all integrated systems are displayed in the Talkdesk interface as the phone rings. // When agents update contacts, orders and notes in Magento, Talkdesk will automatically update as well (and vice versa). // Create and update contacts, notes and orders in Magento directly from the Talkdesk interface. // Automate tasks to streamline agent workflow. // One minute, simple setup. // Simple to use - minimal ramp-up time. The Talkdesk and Magento Integration will streamline agent workflow, enhance agent knowledge about customers and increase customer satisfaction. // 6

7 // A Guide to the Talkdesk and Magento Integration 6 Ways to use the Talkdesk and Magento integration 2 // 7

8 // 6 Ways to use the Talkdesk and Magento integration Here are six of the most powerful functions of the Talkdesk Magento integration: 2.1 // Readily available contact information about the customer 2.2 // Immediate access to the entire history of the customer 2.3 // Two-way synchronization of data 2.4 // Update Magento data without leaving Talkdesk 2.5 // Call Magento contacts directly from Talkdesk 2.6 // Search for and open Magento contacts from Talkdesk // 8

9 // Readily available contact information about the customer 2.1 // Readily available contact information about the customer Contact information from Magento, Talkdesk and public sources of data (i.e., Data.com, social media and phone records) is displayed in the profile tab as the agent is connected with the customer. // 9

10 // Immediate access to the entire history of the customer 2.2 // Immediate access to the entire history of the customer Talkdesk also retrieves the customer s order information from Magento and integrates it with call data from Talkdesk in the activity tab. // 10

11 // Two-way synchronization of data 2.3 // Two-way synchronization of data Talkdesk automatically synchronizes information that is updated in either system with the other system. With this seamless synchronization of data, agents will always be informed with accurate information. // 11

12 // Update Magento data without leaving Talkdesk 2.4 // Update Magento data without leaving Talkdesk Agents can manually create and update contacts, create notes, add comments to orders, place orders on hold/unhold and cancel orders in Magento without leaving the Talkdesk interface. Save time and increase efficiency by eliminating the need to update information in multiple systems. // Update contact information Agents can create and update contact profile information in Magento by selecting the relevant action in the magento actions board. Agents can also add a new phone number to an existing contact by opening the customer s profile and clicking merge current call on the top right side of the screen. // 12

13 // Update Magento data without leaving Talkdesk // Create notes Agents can create a new note in Magento directly from the Talkdesk interface. // 13

14 // Update Magento data without leaving Talkdesk // Update order information Agents can add comments, place an order on hold/unhold and cancel an order, all directly from Talkdesk. This information will automatically be added to Magento as well as Talkdesk. // 14

15 // Call Magento contacts directly from Talkdesk 2.5 // Call Magento contacts directly from Talkdesk Agents can call Magento contacts directly from Talkdesk with the click of a button, and identify existing Magento contacts when they call. They can also: // View comprehensive information about the caller as the phone rings. // Identify the phone number that was called. // Mute the call, place the call on hold or transfer the call to another agent. // Create or update a customer and send information to Magento without leaving Talkdesk. // 15

16 // Search for and open Magento contacts from Talkdesk 2.6 // Search for and open Magento contacts from Talkdesk Agents can search for and open Magento contacts directly from the Talkdesk interface. // To search for Magento contacts from Talkdesk: // Click on the contacts tab. // Select magento from the dropdown list in the search bar at the top of the page. // Select the search criteria (i.e. Name, , Phone, Company ) from the dropdown list. // Click search to start your search. // 16

17 // Search for and open Magento contacts from Talkdesk // To open Magento contacts from Talkdesk: // Click on the name of the contact that you would like to view. // Click on the profile tab to view the contact s name, order information, , phone number, etc. // Click on the activity tab to view recent calls, voic s, live chat transcripts, notes, cases, tickets, etc. // 17

18 // A Guide to the Talkdesk and Magento Integration Activate the integration 3 // 18

19 // Obtain your Magento credentials Configuring the Talkdesk and Magento Integration is quick and easy. No programming is required, just enter your Magento account information and the integration process is finished. Follow these steps to activate the Integration: 3.1 // Obtain your Magento credentials To activate this integration, you first need to obtain your Magento credentials and to configure their API Application accordingly. To accomplish this, log into your Magento account and: // Click systems on the top bar, select webservices from the dropdown menu and then select soap/xml-rpc-roles. // 19

20 // Obtain your Magento credentials // Click add new role, add the role name. // Click the role resources button, select all from the resource access dropdown menu and click save role. // 20

21 // Obtain your Magento credentials // Click systems on the top bar, select webservices from the dropdown menu and then select soap/xml-rpc-users. // On the right click add new user, enter your account information including your username, first name last name and . // For the API field, create your own API key and then click save user. // 21

22 // Activate the Magento integration in Talkdesk 3.2 // Activate the Magento integration in Talkdesk // Log into your Talkdesk account as an Administrator. // Click on the admin tab at the top of the page. // Select the integrations tab and click on the Magento connect button. // Fill out the form with your Magento credentials that you just obtained in the previous step. // Select the appropriate boxes to customize the configuration in order to synchronize contacts, notes and orders. // 22

23 // Activate the Magento integration in Talkdesk Once you complete these steps click save and that s it! The Talkdesk and Magento Integration is activated and information will now automatically synchronize between both systems. // 23

24 // A Guide to the Talkdesk and Magento Integration Setup automated tasks 4 // 24

25 // Setup automated tasks With automated tasks, your agents can stay busy handling calls not going back and forth updating two systems with redundant information. You can create the following rules (and more) to keep agent busy work to a minimum: // When a contact is created in Talkdesk, create a contact in Magento // When a contact is updated in Talkdesk, update the contact in Magento These automated tasks will help to streamline customer interactions and enhance the quality of service your team provides to customers. // 25

26 // Configure the automated task 4.1 // Configure the automated task To configure an automated task, please follow these steps: // Login to your Talkdesk account as an Administrator. // Click the admin tab. // Click on integrations and click the Magento settings button. // Click on add new automated task. // Customize the automated task according to your needs. // Click on save. // 26

27 // Example of an automated task 4.2 // Example of an automated task Let s walk through an example of creating the automated task: when a contact is created in talkdesk, create a contact in magento Select the event, when a contact it created in Talkdesk then the action, create contact in Magento. Talkdesk will then automatically create a contact in Magento each time your team creates a contact in Magento. You can customize the contact details to be sent to Magento by dragging the relevant fields into the text boxes, such as: // 27

28 // Example of an automated task // First Name // Last Name // // Telephone // Street // City // 28

29 // Example of an automated task // Zip/Postcode // Country // Default Billing Address? Once you complete this configuration, click save to activate the automated task. You can disable this automated task by clicking the off button. // 29

30 // A Guide to the Talkdesk and Magento Integration Call directly from Magento 5 // 30

31 // Call directly from Magento With the Google Chrome Extension, your agents can use Talkdesk to call customers directly from their favorite Helpdesk, CRM, sales software or any other website. All they need to do is click on the phone number and Talkdesk will take care of the rest. With this click-to-call feature you can have all of the functionality of Talkdesk (i.e. IVR, waiting queues, advanced routing, voic s, etc.) directly from the interface of your favorite software. Once you install the Talkdesk Google Chrome Extension, it will intelligently scan your current systems and add a link to each phone number. Once your agent clicks the link, the call will begin using Talkdesk telephony. It s as simple as that. All calls will be made and received through your browser and none of your information will be exchanged with Talkdesk or third-party servers. // 31

32 // Call directly from Magento // How to Install // Install the extension from: adjgicoimjhccdcjgepkmigomegpjplg?authuser=2 // Log into your Talkdesk account. // Navigate to Magento or your favorite Helpdesk, CRM, sales software, ecommerce platform or website and start calling. Call using Talkdesk // 32

33 // A Guide to the Talkdesk and Magento Integration Thanks and we hope you love using Talkdesk as much as we do! Feel free to contact us at [email protected] if you have any issues, suggestions or just want to say hi! Share This Guide // 33

34 // A Guide to the Talkdesk and Magento Integration // 34