CE34 - Titles and Canonical Info
Contents
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 Messaging |
Offer a powerful new way for customers to connect with you directly in Messages |
Customer Engagement |
Digital |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: To engage customers on their devices, enable seamless experiences, build brands and reduce service and support costs using mobile messaging channels. Pain points include increased customer frustration due to failure of carrying context across channels and rising costs due to increased calls to agents.
Platform Solution: Using Genesys Messaging to support continuous, personalized conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging 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 | Seamless omnichannel experience using single customer experience platform on preferred channel |
| Improved Employee Utilization | Reduced calls, self-service options and agents can manage multiple chat conversations simultaneously |
| Increased Revenue | Increase revenue and reduce customer churn with improved resolution of business outcome. |
High Level Flow
High Level Flow Steps
- Customer is looking for assistance
- Customer initiates a conversation on desktop or mobile device
- Chatbot captures context and intent
- - EITHER: Bot helps customer resolve request THEN Survey (Optional)
- - OR: transferred to agent for assistance THEN Agent resolves request
Data Sheet Image
Canonical Sales Content
Personas
- Chief Digital Officer
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
1.How do you plan to support new messaging channels that your customers demand?
2.Do you have support for Apple Business Chat or WhatsApp yet?
3.What is your company's app strategy? Do you offer mobile apps and what do they do? (this helps to assess potential for "deep linking"?
4.What are your competitors doing with messaging?
Pain Points (Business Context)
- Customers will demand and expect messaging channels. If companies do not support it quickly, they can lose out to competitors who offer it
- Difficult to support increasing number of digital channels
- Unable to share context across channels
- Agents are unable to manage conversations across channels in single desktop interface
- Potential for customer frustration and long resolution times
- Cannot manage a complete interaction within single channel
- Voice channel can be inconvenient for consumers
Desired State - How to Fix It
- Enable feature-rich conversations across messaging channels
- Enable end-to-end encrypted conversation via WhatsApp
- Provide agents with complete contextual customer information
- Allow agents to handle messaging conversations within the same desktop interface and infrastructure as other contact channels without major retraining on new tools
- Enable intelligent bots for automated interactions
- Enable asynchronous conversations that are convenient for the consumer