CE28/Canonical - Revision history

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

2021-03-31T15:22:18Z

USC: Updated HLF embed code

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

2021-02-15T16:02:05Z

USC: Updated benefits to align with calculators

Shlandy93 at 09:48, March 31, 2020

2020-03-31T09:48:10Z

Bgrenon: 1 revision imported

2020-03-26T15:34:39Z

1 revision imported

smart_wiki>Shlandy93 at 12:21, March 24, 2020

2020-03-24T12:21:05Z

Shlandy93 at 14:58, January 15, 2020

2020-01-15T14:58:11Z

Shlandy93 at 14:01, May 2, 2019

2019-05-02T14:01:30Z

Bgrenon: 1 revision imported

2018-08-22T18:18:23Z

1 revision imported

Shlandy93 at 18:17, July 18, 2018

2018-07-18T18:17:36Z

New page

{{SMART Meta
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Knowledge Management
|Subtitle=Offer FAQs to customers and a knowledge library to employees
}}
{{SMART Canonical
|PlatformChallenge=Your customers don't want to call you if they don't have to — they'd prefer to find information on your website. But when online help is unavailable or produces poor search results, neither your customers nor your agents have quick access to the right answers.
|PlatformSolution=Consolidate knowledge that's scattered throughout your organization in a single searchable repository. Now, your customers can help themselves; but if they do reach out, your agents are also equipped to provide better, quicker assistance. Leverage machine learning to constantly improve and deliver search relevancy.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/d29a7f2b-a2b1-4b4d-be56-e92c4773478c/0
|BuyerPersonas=Chief Digital Officer, Head of Contact Center(s), Head of Customer Experience
|QualifyingQuestions=# Do you offer online FAQs to customers or other online self-service options?
# Can you optimize your knowledge base and search results using machine learning so it gets better over time?
# Do you proactively suggest online help articles during the customer journey?
}}
{{SMART DataSheetFlow
|Flow=Customer visits your website seeking set-up
}}
{{SMART DataSheetFlow
|Flow=information for a newly purchased product
}}
{{SMART DataSheetFlow
|Flow=A widget asks the customer if they would like to search for more information
}}
{{SMART DataSheetFlow
|Flow=Customer agrees - enters query
}}
{{SMART DataSheetFlow
|Flow=Knowledge base provides relevant answers
}}
{{SMART DataSheetFlow
|Flow=The widget asks if the customer’s question is answered
}}
{{SMART DataSheetFlow
|Flow=Customer responds yes – question answered!
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Volume of Interactions
|CanonicalBenefit=Proactively offer customers knowledge articles and the ability to self-serve.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Equip agents with comprehensive and context-sensitive help information.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Consolidate online help in an easily accessible repository with the most relevant search results.
}}

@@ Line 20: / Line 20: @@
 *Ability to easily handover to an agent, including customer context, when self-service isn't enough
 *Agents have access to comprehensive and context-sensitive knowledge within their desktop tohelp assist customers more effectively and quickly
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/d29a7f2b-a2b1-4b4d-be56-e92c4773478c/0
+|HighLevelFlowLucid=d29a7f2b-a2b1-4b4d-be56-e92c4773478c
 |BuyerPersonas=Chief Digital Officer, Head of Contact Center(s), Head of Customer Experience
 |QualifyingQuestions=# Do you offer online FAQs to customers or other online self-service options?

@@ Line 8: / Line 8: @@
 |PlatformChallenge=Your customers don't want to call you if they don't have to — they'd prefer to find information on your website. But when online help is unavailable or produces poor search results, neither your customers nor your agents have quick access to the right answers.
 |PlatformSolution=Consolidate knowledge that's scattered throughout your organization in a single searchable repository. Now, your customers can help themselves; but if they do reach out, your agents are also equipped to provide better, quicker assistance. Leverage machine learning to constantly improve and deliver search relevancy.
-|PainPoints=* Website not offering online service and support
+|PainPoints=*Website not offering online service and support
-* Knowledge articles and FAQs not easy to find on website
+*Knowledge articles and FAQs not easy to find on website
-* Online help not providing the information customers need
+*Online help not providing the information customers need
-* Enterprise knowledge is scattered, inconsistent and hard to manage
+*Enterprise knowledge is scattered, inconsistent and hard to manage
-* Customers trying multiple channels during peak times
+*Customers trying multiple channels during peak times
-* Increasing interaction and sales abandonment leading to repeat contacts
+*Increasing interaction and sales abandonment leading to repeat contacts
-* Calls with long handle times
+*Calls with long handle times
-|DesiredState=* Consolidated knowledge that is easily accessible by customers and agents using natural language searches
+|DesiredState=*Consolidated knowledge that is easily accessible by customers and agents using natural language searches
-* Proactive offer of knowledge articles
+*Proactive offer of knowledge articles
-* Continuously and automatically improve questions and answers
+*Continuously and automatically improve questions and answers
-* Ability to easily handover to an agent, including customer context, when self-service isn't enough
+*Ability to easily handover to an agent, including customer context, when self-service isn't enough
-* Agents have access to comprehensive and context-sensitive knowledge within their desktop tohelp assist customers more effectively and quickly
+*Agents have access to comprehensive and context-sensitive knowledge within their desktop tohelp assist customers more effectively and quickly
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/d29a7f2b-a2b1-4b4d-be56-e92c4773478c/0
 |BuyerPersonas=Chief Digital Officer, Head of Contact Center(s), Head of Customer Experience
@@ Line 57: / Line 57: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Consolidate online help in an easily accessible repository with the most relevant search results.
 }}

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

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Chief Digital Officer, Head of Contact Center(s), Head of Customer Experience
 |QualifyingQuestions=# Do you offer online FAQs to customers or other online self-service options?
@@ Line 11: / Line 26: @@
 # Do you proactively suggest online help articles during the customer journey?
 |DataSheetImage=CE28 - genesys knowledge management - header (2).png
 }}
 {{SMART DataSheetFlow

@@ Line 1: / Line 1: @@
 {{SMART Meta
 |SolutionCategory=CE
-|Solution=Digital
+|Solution=Self-Service and Automation
 |Title=Genesys Knowledge Management
 |Subtitle=Offer FAQs to customers and a knowledge library to employees

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