SL03 - Titles and Canonical Info

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Important
This information is shared by SL03 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 Proactive Chat for Sales

Increase sales conversions by proactively offering chat

Sales

Sales

No draft

Not published


Canonical Information

Platform Challenge and Solution

Platform Challenge: When your customers are on your website or mobile application, they are looking to fulfill their need quickly and efficiently. If they run into trouble, they may not know that help is just a click away.

Platform Solution: Provide a proactive, personalized self or assisted, yet consistent experience based on customer journey. Genesys Proactive Chat for Sales can offer real time assistance with chat, based on previous customer interactions, and provide better online experience, reduce shopping cart abandonment and improve sales.

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 Proactively chat with your customer before they give up — reducing friction and effort for more sales.
Improved Customer Experience When you offer a chat session at just the right time, that experience is often delightful, improving your NPS
Increased Revenue Increase online sales conversions and revenue by proactively offering chat assistance before your customer abandons.

High Level Flow

High Level Flow Steps

  1. Customer is browsing website or mobile app
  2. System detects customer struggle
  3. Customer receives proactice chat information
  4. Skills based routing used to route customer to best available agent
  5. The agent and customer connect

Data Sheet Image

Canonical Sales Content

Personas

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


Qualifying Questions

  1. Do you monitor your customers behavior on your website or mobile application, and customer journey across channels?
  2. Can you proactively engage in real time with online customers based on customer behavior and past interactions?
  3. Based on customer behavior, can you route to the best skilled agent to improve conversions?

Pain Points (Business Context)

Desired State - How to Fix It


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