CE22 - Titles and Canonical Info

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Important
This information is shared by CE22 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 Digital Callback

Enable customers to request a callback from your website or app

Customer Engagement

Digital

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: When customers can’t find the answers they need on your website or app, they want to speak with someone who can help quickly. For online consumers, who are a click away from the competition — frustration over long hold times or ill-equipped agents — results in lost sales and lower customer experience scores.

Platform Solution: With just a single click, Genesys Callback provides your digital customers the option to request a return call instead of waiting on hold. And because callback routing uses skills-based routing, these requests can be intelligently routed to the individual best equipped to help.

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 Offer a return call instead of waiting on hold and prove that you value customers’ time. Enabling click-to-call option on your website or your app, we can increase online conversions with easy access to assisted service at the customer's preferred time.
Increased Revenue Offer another channel to complete the online sales process. Enabling click-to-call option on your website or your app, we can increase online conversions with easy access to assisted service at the customer's preferred time.
Reduced Handle Time Customer Context Data is collected and passed to the agent, thus shortening interaction times shortened due to agent knowing subject matter of request in advance. Agents can review relevant context prior to completing the callback.

High Level Flow

High Level Flow Steps

  1. Customer is browsing your website or mobile app
  2. Callback option is provided and customer completes form
  3. Customer selects a callback for 60 minutes from now
  4. One hour later, call is queued up when an agent with the matching skill is available
  5. Outbound call placed to customer
  6. Announcement is played to customer and they accept the call
  7. Customer is connected to the agent who already has the customer information

Data Sheet Image

CE22 - genesys digital callback - header (2).png

Canonical Sales Content

Personas

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


Qualifying Questions

  1. How do you assist online/mobile customers if they need assisted service?
  2. How do you connect online interactions with your contact center?
  3. How is your e-commerce conversion rate performing?

Pain Points (Business Context)

  • High online purchase abandonment
  • Website is not enabled to offer assistance for online sales and e-commerce
  • Unable to recognize customers within and/or across channels to provide a personalized experience
  • Customers spend a lot of time waiting on hold adversely impacting NPS
  • Unable to connect customers with the best skilled agent
  • Call center is not staffed to handle peak call load, resulting in long wait times
  • Cannot service customers outside of normal business hours

Desired State - How to Fix It

  • Ability to capture customers on the web as they are conducting a transaction by providing a way to get in contact with a representative
  • Provide an alternate way to resolve customer requests by offering an immediate or scheduled callback
  • Enable the business to identify customers that have originated the interaction from the web including context about their previous activity
  • Reduce the time a customer needs to wait on hold to improve customer satisfaction and lower costs
  • Reduce transfers by using the entire context including the customer selected reason for callback to determine the most appropriate skill given the availability of the resource
  • Provide a single stack with fewer components that need to be installed and maintained, resulting in lower total cost of ownership


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