CE19 - Titles and Canonical Info

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Important
This information is shared by CE19 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Social Media Routing

Engage with your customers through social channels

Customer Engagement

Digital

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: As the volume of social network interactions continues to escalate, it’s clear that simply throwing more people onto Twitter and Facebook is not a sustainable solution — there needs to be a new evolution to a scalable model for managing social engagement.

Platform Solution: Monitor your business presence on relevant social media sites and easily identify and prioritize online comments. Automatically routing social media interactions across the enterprise to the right people brings new levels of scalability, consistency and responsiveness in your social media interaction strategies.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit Explanation
Improved Customer Experience Provide consistent CX across social networks by providing agents customer info and social context.
Improved Employee Utilization Deliver interactions to the best available resource with escalation to other channels when needed.
Increased Revenue Increase revenue and reduce customer churn with improved resolution of business outcome.

High Level Flow

High Level Flow Steps

  1. A customer is looking for information
  2. Customer sends a post on Facebook or twitter request
  3. The request is sent to the best available agent
  4. Agent sees full interaction and context in desktop
  5. The agent responds

Data Sheet Image

CE19 - genesys social media routing - header (2).png

Canonical Sales Content

Personas

  • Chief Digital Officer
  • Head of Customer Experience
  • Head of Customer Service


Qualifying Questions

  1. Do you manage your customers’ social interactions in silos?
  2. Can you connect a social customer to the right skilled resource anywhere in your business?
  3. What social networks does your brand use to interact with customers?

Pain Points (Business Context)

  • Increasing calls related to service and support
  • Website not offering online service and support or providing the information customers need
  • Customer having to queue for a long time
  • Customer having to call multiple times resulting in repeat contacts
  • Missed service levels
  • Inconsistency in responses
  • Unable to connect to the best agent

Desired State - How to Fix It

  • Enable chat on website
  • Recognize customers
  • Understand intent and sentiment
  • Deliver personalized response
  • Leverage standard response library when needed
  • Meet SLA
  • Provide agents with complete contextual customer information to improve efficiency


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