CE21/Canonical - Revision history

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

2021-03-31T15:06:24Z

USC: Updated HLF embed code

Bgrenon: 1 revision imported

2020-03-26T15:34:38Z

1 revision imported

smart_wiki>Shlandy93 at 12:17, March 24, 2020

2020-03-24T12:17:28Z

Shlandy93 at 16:13, March 16, 2020

2020-03-16T16:13:19Z

Shlandy93 at 11:21, February 19, 2020

2020-02-19T11:21:34Z

Shlandy93 at 12:23, February 14, 2020

2020-02-14T12:23:57Z

Shlandy93 at 12:15, January 15, 2020

2020-01-15T12:15:57Z

Bgrenon: 1 revision imported

2018-08-22T18:18:18Z

1 revision imported

Shlandy93 at 17:59, July 18, 2018

2018-07-18T17:59:43Z

New page

{{SMART Meta
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Click-to-Call
|Subtitle=Enable click-to-call from your website or app
}}
{{SMART Canonical
|PlatformChallenge=When customers need more information while on your website or mobile app, they want to speak with a well-informed individual who can provide real-time assistance. And at that point, having to leave the site or app to get help, results in lost sales and lower customer experience scores.
|PlatformSolution=With just a single click, Genesys Click-to-Call connects your customer to the help they need from within the web site or mobile app. And using skills-based routing and context, calls can be intelligently routed to the individual best equipped to help. Create a seamless experience to improve revenue and brand loyalty.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/a038ae20-1666-4a37-ad76-efc1ca7422ff/0
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# How do your website and mobile app users get assistance?
# Does your solution provide context with the request?
# How are you identifying and routing callers to get them to the best agent?
}}
{{SMART DataSheetFlow
|Flow=Customer is on mobile app and would like to speak to an agent
}}
{{SMART DataSheetFlow
|Flow=Customer clicks on "ClickToCall" option to initiate a phone call
}}
{{SMART DataSheetFlow
|Flow=The call is routed to the best available agent
}}
{{SMART DataSheetFlow
|Flow=The agent is presented with the customer's information and location
}}
{{SMART DataSheetFlow
|Flow=Customer and agent talk over the phone
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Click-to-call within the website or app reduces customer effort and creates a seamless experience.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Connecting callers to the best-fit agent with context, results in more efficient call handling.
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Increase online sales conversions as the customers can readily get help at the point of purchase.
}}

@@ Line 11: / Line 11: @@
 <br />
-|PainPoints=* Unable to provide a personalized assisted service experience
+|PainPoints=*Unable to provide a personalized assisted service experience
-* Online help not providing the information customers need and unable to offer an engagement with an agent at the point of purchase
+*Online help not providing the information customers need and unable to offer an engagement with an agent at the point of purchase
-* Cannot recognize customers or context
+*Cannot recognize customers or context
-* Poor customer experience scores
+*Poor customer experience scores
-* Unable to connect to the best employee
+*Unable to connect to the best employee
-* High customer churn
+*High customer churn
-* Increasing calls related to online service and support
+*Increasing calls related to online service and support
-* Website not offering online service and support
+*Website not offering online service and support
-* Unable to see web origination points for customers to improve user experience
+*Unable to see web origination points for customers to improve user experience
-|DesiredState=* Recognize customers at all touch points and channels
+|DesiredState=*Recognize customers at all touch points and channels
-* Carry context and orchestrate interactions between channels
+*Carry context and orchestrate interactions between channels
-* Enable click to call / callback based on relevant agent availability
+*Enable click to call / callback based on relevant agent availability
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/a038ae20-1666-4a37-ad76-efc1ca7422ff/0
+|HighLevelFlowLucid=a038ae20-1666-4a37-ad76-efc1ca7422ff
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service, Head of Marketing Operations
 |QualifyingQuestions=#How do your website and mobile app users get assistance?

@@ Line 11: / Line 11: @@
 <br />
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/a038ae20-1666-4a37-ad76-efc1ca7422ff/0
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service, Head of Marketing Operations

@@ Line 7: / Line 7: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service, Head of Marketing Operations
 |QualifyingQuestions=#How do your website and mobile app users get assistance?
@@ Line 13: / Line 18: @@
 #Can you accurately attribute offline sales calls to customer’s digital journeys?
 |DataSheetImage=SL02 - genesys click-to-call for sales - header (3).png
 }}
 {{SMART DataSheetFlow

@@ Line 1: / Line 1: @@
 {{SMART Meta
-|ID=CE21-SL02
+|ID=CE21
 |SolutionCategory=CE
 |Solution=Inbound
-|Title=Genesys Click-to-Call CE21-SL02
+|Title=Genesys Click-to-Call
 |Subtitle=Enable click-to-call from your website or app to improve service and conversions
 }}

← Older revision	Revision as of 15:34, March 26, 2020
(No difference)

@@ Line 1: / Line 1: @@
 {{SMART Meta
 |SolutionCategory=CE
-|Solution=Digital
+|Solution=Inbound
-|Title=Genesys Click-to-Call
+|Title=Genesys Click-to-Call CE21-SL02
-|Subtitle=Enable click-to-call from your website or app
+|Subtitle=Enable click-to-call from your website or app to improve service and conversions
 }}
 {{SMART Canonical
-|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
+|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service, Head of Marketing Operations
-|QualifyingQuestions=# How do your website and mobile app users get assistance?
+|QualifyingQuestions=#How do your website and mobile app users get assistance?
-# Does your solution provide context with the request?
+#Does your solution provide context with the request?
-# How are you identifying and routing callers to get them to the best agent?
+#How are you identifying and routing callers to get them to the best agent?
-|DataSheetImage=CE21 - genesys click to call - header (2).png
+#Can you accurately attribute offline sales calls to customer’s digital journeys?
-|PlatformChallenge=When customers need more information while on your website or mobile app, they want to speak with a well-informed individual who can provide real-time assistance. And at that point, having to leave the site or app to get help, results in lost sales and lower customer experience scores.
+|DataSheetImage=SL02 - genesys click-to-call for sales - header (3).png
-|PlatformSolution=With just a single click, Genesys Click-to-Call connects your customer to the help they need from within the web site or mobile app. And using skills-based routing and context, calls can be intelligently routed to the individual best equipped to help. Create a seamless experience to improve revenue and brand loyalty.
+|PlatformChallenge=When customers need more information while on your website or mobile app, they want to speak with a well-informed individual who can provide real-time assistance.  Having to search for numbers and take steps back when connected to a sales representative results in lost sales, lower customer experience scores and makes them less likely to buy.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/a038ae20-1666-4a37-ad76-efc1ca7422ff/0
 }}
 {{SMART DataSheetFlow
-|Flow=Customer is on mobile app and would like to speak to an agent
+|Flow=Customer is browsing on website or mobile app and would like to speak to an agent
 }}
 {{SMART DataSheetFlow
@@ Line 31: / Line 35: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved First Contact Resolution
-|CanonicalBenefit=Click-to-call within the website or app reduces customer effort and creates a seamless experience.
+|CanonicalBenefit=Click-to-call within the website or app reduces customer effort and connects the customer with the company creating a seamless and provides an enjoyable experience.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Handle Time
-|CanonicalBenefit=Connecting callers to the best-fit agent with context, results in more efficient call handling.
+|CanonicalBenefit=Connecting callers to the best-fit agent with context, results in more efficient call handling.  Give agents greater digital context to speed resolution.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Increased Revenue
-|CanonicalBenefit=Increase online sales conversions as the customers can readily get help at the point of purchase.
+|CanonicalBenefit=Increase online sales conversions as the customers can readily get help at the point of purchase.  Remove barriers to buy and optimize campaigns to increase sales.
 }}

← Older revision	Revision as of 18:18, August 22, 2018
(No difference)