CE28 - Titles and Canonical Info

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Important
This information is shared by CE28 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 Knowledge Management

Offer FAQs to customers and a knowledge library to employees

Customer Engagement

Self-Service and Automation

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: Your customers don't want to call you if they don't have to — they'd prefer to find information on your website. But when online help is unavailable or produces poor search results, neither your customers nor your agents have quick access to the right answers.

Platform Solution: Consolidate knowledge that's scattered throughout your organization in a single searchable repository. Now, your customers can help themselves; but if they do reach out, your agents are also equipped to provide better, quicker assistance. Leverage machine learning to constantly improve and deliver search relevancy.

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 Consolidate online help in an easily accessible repository with the most relevant search results.
Reduced Handle Time Equip agents with comprehensive and context-sensitive help information.
Reduced Volume of Interactions Proactively offer customers knowledge articles and the ability to self-serve.

High Level Flow

High Level Flow Steps

  1. Customer visits your website seeking set-up
  2. information for a newly purchased product
  3. A widget asks the customer if they would like to search for more information
  4. Customer agrees - enters query
  5. Knowledge base provides relevant answers
  6. The widget asks if the customer’s question is answered
  7. Customer responds yes – question answered!

Data Sheet Image

CE28 - genesys knowledge management - header (2).png

Canonical Sales Content

Personas

  • Chief Digital Officer
  • Head of Contact Center(s)
  • Head of Customer Experience


Qualifying Questions

  1. Do you offer online FAQs to customers or other online self-service options?
  2. Can you optimize your knowledge base and search results using machine learning so it gets better over time?
  3. Do you proactively suggest online help articles during the customer journey?

Pain Points (Business Context)

  • Website not offering online service and support
  • Knowledge articles and FAQs not easy to find on website
  • Online help not providing the information customers need
  • Enterprise knowledge is scattered, inconsistent and hard to manage
  • Customers trying multiple channels during peak times
  • Increasing interaction and sales abandonment leading to repeat contacts
  • Calls with long handle times

Desired State - How to Fix It

  • Consolidated knowledge that is easily accessible by customers and agents using natural language searches
  • Proactive offer of knowledge articles
  • Continuously and automatically improve questions and answers
  • Ability to easily handover to an agent, including customer context, when self-service isn't enough
  • Agents have access to comprehensive and context-sensitive knowledge within their desktop tohelp assist customers more effectively and quickly


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