CE22/Canonical - Revision history

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

2021-03-31T15:09:06Z

USC: Updated HLF embed code

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

2021-02-15T16:00:01Z

USC: Updated benefits to align with calculators

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

2021-01-04T11:26:03Z

USC: Updated benefits to align with calculators

Shlandy93 at 12:15, April 1, 2020

2020-04-01T12:15:35Z

Bgrenon: 1 revision imported

2020-03-26T15:34:44Z

1 revision imported

smart_wiki>Shlandy93 at 12:18, March 24, 2020

2020-03-24T12:18:22Z

Shlandy93 at 12:16, January 15, 2020

2020-01-15T12:16:34Z

Bgrenon: 1 revision imported

2018-08-22T18:18:37Z

1 revision imported

Shlandy93 at 18:01, July 18, 2018

2018-07-18T18:01:54Z

New page

{{SMART Meta
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Digital Callback
|Subtitle=Enable customers to request a callback from your website or app
}}
{{SMART Canonical
|PlatformChallenge=When customers can’t find the answers they need on your website or app, they want to speak with someone who can help quickly. For online consumers, who are a click away from the competition — frustration over long hold times or ill-equipped agents — results in lost sales and lower customer experience scores.
|PlatformSolution=With just a single click, Genesys Callback provides your digital customers the option to request a return call instead of waiting on hold. And because callback routing uses skills-based routing, these requests can be intelligently routed to the individual best equipped to help.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/539e845a-563d-442b-adf1-4e0e02e20f45/0
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# How do you assist online/mobile customers if they need assisted service?
# How do you connect online interactions with your contact center?
# How is your e-commerce conversion rate performing?
}}
{{SMART DataSheetFlow
|Flow=Customer is browsing your website or mobile app
}}
{{SMART DataSheetFlow
|Flow=Callback option is provided and customer completes form
}}
{{SMART DataSheetFlow
|Flow=Customer selects a callback for 60 minutes from now
}}
{{SMART DataSheetFlow
|Flow=One hour later, call is queued up when an agent with the matching skill is available
}}
{{SMART DataSheetFlow
|Flow=Outbound call placed to customer
}}
{{SMART DataSheetFlow
|Flow=Announcement is played to customer and they accept the call
}}
{{SMART DataSheetFlow
|Flow=Customer is connected to the agent who already has the customer information
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Offer a return call instead of waiting on hold and prove that you value customers’ time.
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Offer another channel to complete the online sales process.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Agents can review relevant context prior to completing the callback.
}}

@@ Line 21: / Line 21: @@
 *Reduce transfers by using the entire context including the customer selected reason for callback to determine the most appropriate skill given the availability of the resource
 *Provide a single stack with fewer components that need to be installed and maintained, resulting in lower total cost of ownership
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/539e845a-563d-442b-adf1-4e0e02e20f45/0
+|HighLevelFlowLucid=539e845a-563d-442b-adf1-4e0e02e20f45
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# How do you assist online/mobile customers if they need assisted service?

@@ Line 50: / Line 50: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Offer a return call instead of waiting on hold and prove that you value customers’ time. Enabling click-to-call option on your website or your app, we can increase online conversions with easy access to assisted service at the customer's preferred time.
 }}

@@ Line 8: / Line 8: @@
 |PlatformChallenge=When customers can’t find the answers they need on your website or app, they want to speak with someone who can help quickly. For online consumers, who are a click away from the competition — frustration over long hold times or ill-equipped agents — results in lost sales and lower customer experience scores.
 |PlatformSolution=With just a single click, Genesys Callback provides your digital customers the option to request a return call instead of waiting on hold. And because callback routing uses skills-based routing, these requests can be intelligently routed to the individual best equipped to help.
-|PainPoints=* High online purchase abandonment
+|PainPoints=*High online purchase abandonment
-* Website is not enabled to offer assistance for online sales and e-commerce
+*Website is not enabled to offer assistance for online sales and e-commerce
-* Unable to recognize customers within and/or across channels to provide a personalized experience
+*Unable to recognize customers within and/or across channels to provide a personalized experience
-* Customers spend a lot of time waiting on hold adversely impacting NPS
+*Customers spend a lot of time waiting on hold adversely impacting NPS
-* Unable to connect customers with the best skilled agent
+*Unable to connect customers with the best skilled agent
-* Call center is not staffed to handle peak call load, resulting in long wait times
+*Call center is not staffed to handle peak call load, resulting in long wait times
-* Cannot service customers outside of normal business hours
+*Cannot service customers outside of normal business hours
-|DesiredState=* Ability to capture customers on the web as they are conducting a transaction by providing a way to get in contact with a representative
+|DesiredState=*Ability to capture customers on the web as they are conducting a transaction by providing a way to get in contact with a representative
-* Provide an alternate way to resolve customer requests by offering an immediate or scheduled callback
+*Provide an alternate way to resolve customer requests by offering an immediate or scheduled callback
-* Enable the business to identify customers that have originated the interaction from the web including context about their previous activity
+*Enable the business to identify customers that have originated the interaction from the web including context about their previous activity
-* Reduce the time a customer needs to wait on hold to improve customer satisfaction and lower costs
+*Reduce the time a customer needs to wait on hold to improve customer satisfaction and lower costs
-* Reduce transfers by using the entire context including the customer selected reason for callback to determine the most appropriate skill given the availability of the resource
+*Reduce transfers by using the entire context including the customer selected reason for callback to determine the most appropriate skill given the availability of the resource
-* Provide a single stack with fewer components that need to be installed and maintained, resulting in lower total cost of ownership
+*Provide a single stack with fewer components that need to be installed and maintained, resulting in lower total cost of ownership
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/539e845a-563d-442b-adf1-4e0e02e20f45/0
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
@@ Line 50: / Line 50: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Offer a return call instead of waiting on hold and prove that you value customers’ time.
 }}

@@ Line 51: / Line 51: @@
 {{SMART Benefits
 |CanonicalBenefitID=Improved Net Promoter Score
-|CanonicalBenefit=Offer a return call instead of waiting on hold and prove that you value customers’ time.
+|CanonicalBenefit=Offer a return call instead of waiting on hold and prove that you value customers’ time. Enabling click-to-call option on your website or your app, we can increase online conversions with easy access to assisted service at the customer's preferred time.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Increased Revenue
-|CanonicalBenefit=Offer another channel to complete the online sales process.
+|CanonicalBenefit=Offer another channel to complete the online sales process. Enabling click-to-call option on your website or your app, we can increase online conversions with easy access to assisted service at the customer's preferred time.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Handle Time
-|CanonicalBenefit=Agents can review relevant context prior to completing the callback.
+|CanonicalBenefit=Customer Context Data is collected and passed to the agent, thus shortening interaction times shortened due to agent knowing subject matter of request in advance. Agents can review relevant context prior to completing the callback.
 }}

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

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# How do you assist online/mobile customers if they need assisted service?
@@ Line 11: / Line 27: @@
 # How is your e-commerce conversion rate performing?
 |DataSheetImage=CE22 - genesys digital callback - header (2).png
 }}
 {{SMART DataSheetFlow

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