EE35 - Titles and Canonical Info

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Important
This information is shared by EE35 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 Post-Interaction Survey

Web-Based survey for multi-channel interactions

Workforce Engagement

No draft

Not published


Canonical Information

Platform Challenge and Solution

Platform Challenge: How do you know how satisfied customers are with the results of their interactions with the contact center? Contact centers need the ability to offer post-interaction surveys to customers after any type of interaction, not just calls. Customers use several different channels to communicate with businesses, however the level of satisfaction can vary based on the channel.

Platform Solution: Genesys Cloud CX's survey is built in to the platform and can be used to offer a survey to customers after any media type interaction - call, email, chat and messaging. Easy to use flexible form builder with multiple question types for a standard post-interaction satisfaction survey or a post-interaction NPS survey.

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 Agent Competency Feedback from customers, combined with quality monitoring data, can guide coaching and training for agent skill improvements
Improved First Contact Resolution Identify reasons for repeat contacts
Improved Insights and Visibility Feedback provides insight to customer perception of how well their contact was handled and reason for contact. Insight for various areas of the organization.
Improved Net Promoter Score Actionable data from feedback can identify customer pain points and drive improvements
Reduced Customer Churn Identify customer pain points and causes of dissatisfaction.

High Level Flow

High Level Flow Steps

  1. Create the Survey Form, Architect Flow and Policy to initiate post-interaction survey invitation
  2. If conversation matches Policy, Customer receives survey invitation via email with web link to survey
  3. Survey response results are viewed in Genesys Cloud CX along with the conversation
  4. Also view survey activity/results as well as survey data along with queue performance metrics

Data Sheet Image

EE35 - Genesys Post Interaction Survey (2).jpg

Canonical Sales Content

Personas

  • Head of Contact Center(s)
  • Head of Customer Experience
  • Head of Customer Service


Qualifying Questions

  • What communication channels do you offer your customers?
  • Do you know if customers perceive that they receive the same quality of service regardless of the channel they use?


Pain Points (Business Context)

Please be advised this use case will be retired and replaced by WE01 (Quality Assurance and Compliance) in Q2.

How does contact center performance impact customer experience?

  • For example - when service level is bad:
    • Do customers get frustrated with long wait times?
    • Do you know if/how that effects their experience when communicating with agents?

Desired State - How to Fix It

  • Identify improvement opportunities for agents by sharing the customer's perception of their experience
  • Identify and act on sources of customer satisfaction and frustration
    • Align quality evaluation expectations with what your customers expectations of quality service
  • Identify contact center procedural/process improvement opportunities


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