SL04 - 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 Conversion Assist |
Engage website users across multiple channels to increase sales conversions |
Sales |
Sales |
No draft |
Not published |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Sometimes when prospects or customers come to your website they get lost or stuck when trying to find information or make a purchase. This leads to frustration and subsequent abandonment. You lose sales revenue and these opportunities go elsewhere or possibly call you, increasing your costs.
Platform Solution: Proactively offer customers a webchat, callback or click-to-call based on their website behavior. You engage for behaviors on specific parts of your website and based on your staff's availability. This allows you to help your customers navigate and complete sales, without needing to start the transaction over
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 helping close sales increases the likelihood of repeat purchases and recommendations |
| Increased Revenue | Proactively engaging customers with online shopping problems increases sales |
| Reduced Volume of Interactions | Assisting online sales completion reduces inbound sales and service calls |
High Level Flow
High Level Flow Steps
- A customer is browsing on the website or mobile app
- System detects customer indecision
- Customer invited to omnichannel assistance
- Skills based routing used to route customer to best available agent
- The rep and agent are connected
Data Sheet Image
Canonical Sales Content
Personas
- Head of Customer Experience
- Head of Ecommerce
- Head of Sales
Qualifying Questions
- Do you monitor customer online behaviors on Web & Mobile?
- Are you able to engage with online prospects and customers based on website behavior?
- Can you proactively engage on a given channel based on your sales rep availability?
Pain Points (Business Context)
Desired State - How to Fix It