CE21 - Titles and Canonical Info

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Important
This information is shared by CE21 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 Click-to-Call

Enable click-to-call from your website or app to improve service and conversions

Customer Engagement

Inbound

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: When customers need more information while on your website or mobile app, they want to speak with a well-informed individual who can provide real-time assistance. Having to search for numbers and take steps back when connected to a sales representative results in lost sales, lower customer experience scores and makes them less likely to buy.

Platform Solution: Connect your customer to the help they need from within the web site or mobile app, making it easy to obtain service, buy and improve campaign results. By using skills-based routing and context, calls can be intelligently routed to the individual best equipped to help. Create a seamless experience to improve revenue and brand loyalty.


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 First Contact Resolution Click-to-call within the website or app reduces customer effort and connects the customer with the company creating a seamless and provides an enjoyable experience.
Increased Revenue Increase online sales conversions as the customers can readily get help at the point of purchase. Remove barriers to buy and optimize campaigns to increase sales.
Reduced Handle Time Connecting callers to the best-fit agent with context, results in more efficient call handling. Give agents greater digital context to speed resolution.

High Level Flow

High Level Flow Steps

  1. Customer is browsing on website or mobile app and would like to speak to an agent
  2. Customer clicks on "ClickToCall" option to initiate a phone call
  3. The call is routed to the best available agent
  4. The agent is presented with the customer's information and location
  5. Customer and agent talk over the phone

Data Sheet Image

SL02 - genesys click-to-call for sales - header (3).png

Canonical Sales Content

Personas

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


Qualifying Questions

  1. How do your website and mobile app users get assistance?
  2. Does your solution provide context with the request?
  3. How are you identifying and routing callers to get them to the best agent?
  4. Can you accurately attribute offline sales calls to customer’s digital journeys?

Pain Points (Business Context)

  • Unable to provide a personalized assisted service experience
  • Online help not providing the information customers need and unable to offer an engagement with an agent at the point of purchase
  • Cannot recognize customers or context
  • Poor customer experience scores
  • Unable to connect to the best employee
  • High customer churn
  • Increasing calls related to online service and support
  • Website not offering online service and support
  • Unable to see web origination points for customers to improve user experience

Desired State - How to Fix It

  • Recognize customers at all touch points and channels
  • Carry context and orchestrate interactions between channels
  • Enable click to call / callback based on relevant agent availability


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