CE12/Canonical - Revision history

Shlandy93 at 12:57, November 21, 2022

2022-11-21T12:57:11Z

Shlandy93 at 14:53, May 17, 2022

2022-05-17T14:53:02Z

Shlandy93 at 13:39, April 27, 2022

2022-04-27T13:39:10Z

Shane.landy@genesys.com: USC: Updated HLF

2021-03-04T16:26:47Z

USC: Updated HLF

Shane.landy@genesys.com: USC: Updated benefits to align with calculators

2021-02-15T15:54:48Z

USC: Updated benefits to align with calculators

Shane.landy@genesys.com at 12:33, December 7, 2020

2020-12-07T12:33:18Z

Shane.landy@genesys.com at 12:30, December 7, 2020

2020-12-07T12:30:16Z

Shlandy93 at 15:30, May 18, 2020

2020-05-18T15:30:22Z

Shlandy93 at 12:11, April 1, 2020

2020-04-01T12:11:14Z

Bgrenon: 1 revision imported

2020-03-26T15:34:43Z

1 revision imported

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
-|PlatformChallenge=Customers want a quick way to be notified of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Repeated handling of unnecessary outbound calls and preventable inbound follow-up drives up costs and can damage customer and employee satisfaction.
+|PlatformChallenge=Companies want a quick way to engage with their customers to notify them of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Repeated handling of unnecessary outbound calls and preventable inbound follow-up drives up costs and can damage customer and employee satisfaction.
 |PlatformSolution=Communicate important information simply and efficiently using Genesys SMS / Email Notifications. Customers experience a more satisfying and engaging experience with businesses. And companies reduce operational costs while ensuring important and time-sensitive digital alerts are delivered to customers wherever they are.
 |PainPoints=*Unable to keep customers informed about their accounts and the products and services they use

@@ Line 2: / Line 2: @@
 |SolutionCategory=CE
 |Solution=Outbound
-|Title=Genesys SMS Notification
+|Title=Genesys SMS & Email Notifications
 |Subtitle=Use SMS and email to send personalized, timely and relevant notifications to customers.
 }}
@@ Line 18: / Line 18: @@
 |QualifyingQuestions=#Do you proactively communicate with existing customers?
 #Does your agent call volumes include simplistic reminder calls?
-#Are you harnessing SMS as a preferred customer channel?
+#Are you harnessing SMS/Email as a preferred customer channel?
 |DataSheetImage=CE12 - genesys sms notification - header (original).png
 |DatashhetImageURL=https://all.docs.genesys.com/images-supersite/8/8c/CE12_-_genesys_sms_notification_-_header_%28original%29.png
@@ Line 39: / Line 39: @@
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Volume of Interactions
-|CanonicalBenefit=Contacting customers proactively via an SMS message will reduce the volume of inbound interactions handled by agents.
+|CanonicalBenefit=Contacting customers proactively via an SMS or Email message will reduce the volume of inbound interactions handled by agents.
 }}
 {{SMART Benefits

@@ Line 3: / Line 3: @@
 |Solution=Outbound
 |Title=Genesys SMS Notification
-|Subtitle=Use SMS to notify customers
+|Subtitle=Use SMS and email to send personalized, timely and relevant notifications to customers.
 }}
 {{SMART Canonical
 |PlatformChallenge=Customers want a quick way to be notified of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Repeated handling of unnecessary outbound calls and preventable inbound follow-up drives up costs and can damage customer and employee satisfaction.
-|PlatformSolution=Communicate important information simply and efficiently using Genesys SMS Notifications. Customers experience a more satisfying and engaging experience with businesses. And companies reduce operational costs while ensuring important and time-sensitive text alerts are delivered to customers wherever they are.
+|PlatformSolution=Communicate important information simply and efficiently using Genesys SMS / Email Notifications. Customers experience a more satisfying and engaging experience with businesses. And companies reduce operational costs while ensuring important and time-sensitive digital alerts are delivered to customers wherever they are.
 |PainPoints=*Unable to keep customers informed about their accounts and the products and services they use
 *Can’t engage with customers over their preferred channels
 *Unable to deflect avoidable inbound contacts resulting in higher agent costs and lower satisfaction
 |DesiredState=*Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions
-*Contact consumers in accordance to their channel preferences (this use case assumes the company provides a contact list with only opted-in customers)
+*Contact consumers in accordance to their channel preferences (this use case assumes the company provides contact list with only opted-in customers)
-*Reduce outreach costs by leveraging less expensive text messaging versus agent calls
+*Reduce outreach costs by leveraging less expensive digital messaging versus agent calls
-|HighLevelFlowLucid=50fae658-c460-4e48-bf7e-42c63860bc45
+|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/4ee3bdb1-9819-40a6-b56d-3743c0cf0e69/0
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=#Do you proactively communicate with existing customers?
@@ Line 23: / Line 23: @@
 }}
 {{SMART DataSheetFlow
-|Flow=Campaign created to send a proactive text message to customers
+|Flow=Campaign created to send a proactive text message / email to customers
 }}
 {{SMART DataSheetFlow
-|Flow=Contact list provided by organization
+|Flow=Contact list provided by organization...
 }}
 {{SMART DataSheetFlow
@@ Line 32: / Line 32: @@
 }}
 {{SMART DataSheetFlow
-|Flow=Company sends text message to customer
+|Flow=Company sends text message / email to customer
 }}
 {{SMART DataSheetFlow
@@ Line 42: / Line 42: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Strengthen customer relationships and loyalty with proactive, context-rich communications.
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Conversion Rates
+|CanonicalBenefitID=Increased Revenue
-|CanonicalBenefit=Conversion rates, close rates, cross-sells, and up-sell rates improve through the ability to automatically generate outbound SMS messages and empower agents with single a searchable desktop application that shows customer context.
+|CanonicalBenefit=Increase in response rate including renewals and activations.
 }}

@@ Line 14: / Line 14: @@
 *Contact consumers in accordance to their channel preferences (this use case assumes the company provides a contact list with only opted-in customers)
 *Reduce outreach costs by leveraging less expensive text messaging versus agent calls
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/4ee3bdb1-9819-40a6-b56d-3743c0cf0e69/0
+|HighLevelFlowLucid=50fae658-c460-4e48-bf7e-42c63860bc45
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=#Do you proactively communicate with existing customers?

@@ Line 12: / Line 12: @@
 *Unable to deflect avoidable inbound contacts resulting in higher agent costs and lower satisfaction
 |DesiredState=*Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions
-*Contact consumers in accordance to their channel preferences (this use case assumes the company provides contact list with only opted-in customers)
+*Contact consumers in accordance to their channel preferences (this use case assumes the company provides a contact list with only opted-in customers)
 *Reduce outreach costs by leveraging less expensive text messaging versus agent calls
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/4ee3bdb1-9819-40a6-b56d-3743c0cf0e69/0
@@ Line 26: / Line 26: @@
 }}
 {{SMART DataSheetFlow
-|Flow=Contact list provided by organization...
+|Flow=Contact list provided by organization
 }}
 {{SMART DataSheetFlow
@@ Line 42: / Line 42: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Strengthen customer relationships and loyalty with proactive, context-rich communications.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved Conversion Rates
-|CanonicalBenefit=Conversion rates, close rates, cross-sells and up-sell rates will improve through the ability to automatically generate outbound calls and empowering agents with single searchable desktop application that shows customer context
+|CanonicalBenefit=Conversion rates, close rates, cross-sells, and up-sell rates improve through the ability to automatically generate outbound SMS messages and empower agents with single a searchable desktop application that shows customer context.
 }}

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