CE27 - Titles and Canonical Info

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Important
This information is shared by CE27 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 Co-browse

Extend voice or chat interactions with co-browse

Customer Engagement

Digital

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: Your customer is frustrated because they're having trouble on your website. Your agent is frustrated because he can't see where the customer is struggling. The customer has to describe what's on the screen; the agent has to articulate where to click. It's cumbersome — and results in long handle times.

Platform Solution: Improve first contact resolution by letting agents "show and tell" with your customers through a co-browsing session, using real-time annotations, comments, or even the ability to take control of the customer's screen. There's zero footprint for customer ease and content masking for peace of mind.

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 proactive agent-assisted service; actively guide your customer to a solution.
Improved First Contact Resolution Quickly grasp the customer's issue and provide contextual support.
Reduced Handle Time Leverage annotations, comments and browser control to aid quick resolution.

High Level Flow

High Level Flow Steps

  1. Customer connected to an agent via chat or voice
  2. A co-browse session is initiated
  3. Agent can view the customer's browser session
  4. Customer can allow agent to enter data
  5. Co-browse session is ended by either party or automatically when interaction ends

Data Sheet Image

CE27 - genesys co-browse - header (2).png

Canonical Sales Content

Personas

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


Qualifying Questions

  1. Would your business/service benefit from collaboration capabilities?
  2. Do you proactively offer assistance through screen sharing sessions?
  3. Is your business impacted by cart or web form abandonment?

Pain Points (Business Context)

  • Increasing competitive pressure
  • High customer churn
  • High purchase abandonment
  • Unable to use context
  • Poor customer experience scores
  • Calls with long handle times
  • No assisted service online
  • Unable to provide a personalized assisted service experience
  • Increasing calls related to online service and support
  • Online help not providing the information customers need

Desired State - How to Fix It

  • Enable co-browse and provide specialist assistance
  • Proactively offer assistance through co-browse sessions


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