EE35/Canonical - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:49Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

2020-07-15T12:05:31Z

Text replacement - "PureCloud" to "Genesys Cloud"

Shlandy93 at 15:35, April 15, 2020

2020-04-15T15:35:47Z

Shlandy93 at 15:51, April 1, 2020

2020-04-01T15:51:34Z

Bgrenon: 1 revision imported

2020-03-26T15:34:46Z

1 revision imported

smart_wiki>Shlandy93 at 14:55, March 24, 2020

2020-03-24T14:55:12Z

Shlandy93 at 12:42, March 6, 2020

2020-03-06T12:42:35Z

Shlandy93 at 15:47, February 14, 2020

2020-02-14T15:47:01Z

Shlandy93: Created page with "{{SMART Meta |Solution=Workforce Engagement |Title=Genesys Post-Interaction Survey |Subtitle=Web-Based survey for multi-channel interactions }} {{SMART Canonical |PlatformChal..."

2019-08-09T09:10:02Z

Created page with "{{SMART Meta |Solution=Workforce Engagement |Title=Genesys Post-Interaction Survey |Subtitle=Web-Based survey for multi-channel interactions }} {{SMART Canonical |PlatformChal..."

New page

{{SMART Meta
|Solution=Workforce Engagement
|Title=Genesys Post-Interaction Survey
|Subtitle=Web-Based survey for multi-channel interactions
}}
{{SMART Canonical
|PlatformChallenge=How do you know how satisfied customers are with the results of their interactions with the contact center? Contact centers need the ability to offer post-interaction surveys to customers after any type of interaction, not just calls. Customers use several different channels to communicate with businesses, however the level of satisfaction can vary based on the channel.

Contact centers need a survey solution, built in to the platform, that allows them to gain insight into customer satisfaction/experience regardless of the channel in which the customer interacts with a company, while also providing visibility to other valuable related contact center metrics.
|PlatformSolution=PureCloud's survey is built in to the platform and can be used to offer a survey to customers after any media type interaction - call, email, chat and messaging. Easy to use flexible form builder with multiple question types for a standard post-interaction satisfaction survey or a post-interaction NPS survey. The survey is sent to customer via email with a web link to the survey.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/f7513c98-3737-40ef-8bb3-320ffd80e6a0/0
|BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=* What communication channels do you offer your customers?
* Do you know if customers perceive that they receive the same quality of service regardless of the channel they use?

Contact centers need the ability to offer post-interaction surveys to customers after any type of interaction, not just calls. Customers use several different channels to communicate with businesses, however the level of satisfaction can vary based on the channel.

Contact centers need a survey solution, built in to the platform, that allows them to gain insight into customer satisfaction/experience regardless of the channel in which the customer interacts with a company, while also providing visibility to other valuable related contact center metrics.
}}
{{SMART DataSheetFlow
|Flow=Create the Survey Form, Architect Flow and Policy to initiate post-interaction survey invitation
}}
{{SMART DataSheetFlow
|Flow=If conversation matches Policy, Customer receives survey invitation via email with web link to survey
}}
{{SMART DataSheetFlow
|Flow=Survey response results are viewed in PureCloud along with the conversation
}}
{{SMART DataSheetFlow
|Flow=Also view survey activity/results as well as survey data along with queue performance metrics
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Customer Churn
|CanonicalBenefit=Identify customer pain points and causes of dissatisfaction.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Agent Competency
|CanonicalBenefit=Feedback from customers, combined with quality monitoring data, can guide coaching and training for agent skill improvements
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Actionable data from feedback can identify customer pain points and drive improvements
}}
{{SMART Benefits
|CanonicalBenefitID=Improved First Contact Resolution
|CanonicalBenefit=Identify reasons for repeat contacts
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Insights and Visibility
|CanonicalBenefit=Feedback provides insight to customer perception of how well their contact was handled and reason for contact. Insight for various areas of the organization.
}}

@@ Line 12: / Line 12: @@
 |DataSheetImage=EE35 - Genesys Post Interaction Survey (2).jpg
 |PlatformChallenge=How do you know how satisfied customers are with the results of their interactions with the contact center? Contact centers need the ability to offer post-interaction surveys to customers after any type of interaction, not just calls. Customers use several different channels to communicate with businesses, however the level of satisfaction can vary based on the channel.
-|PlatformSolution=Genesys Cloud's survey is built in to the platform and can be used to offer a survey to customers after any media type interaction - call, email, chat and messaging. Easy to use flexible form builder with multiple question types for a standard post-interaction satisfaction survey or a post-interaction NPS survey.
+|PlatformSolution=Genesys Cloud CX's survey is built in to the platform and can be used to offer a survey to customers after any media type interaction - call, email, chat and messaging. Easy to use flexible form builder with multiple question types for a standard post-interaction satisfaction survey or a post-interaction NPS survey.
 |PainPoints='''Please be advised this use case will be retired and replaced by WE01 (Quality Assurance and Compliance) in Q2.'''
@@ Line 33: / Line 33: @@
 }}
 {{SMART DataSheetFlow
-|Flow=Survey response results are viewed in Genesys Cloud along with the conversation
+|Flow=Survey response results are viewed in Genesys Cloud CX along with the conversation
 }}
 {{SMART DataSheetFlow

@@ Line 12: / Line 12: @@
 |DataSheetImage=EE35 - Genesys Post Interaction Survey (2).jpg
 |PlatformChallenge=How do you know how satisfied customers are with the results of their interactions with the contact center? Contact centers need the ability to offer post-interaction surveys to customers after any type of interaction, not just calls. Customers use several different channels to communicate with businesses, however the level of satisfaction can vary based on the channel.
-|PlatformSolution=PureCloud's survey is built in to the platform and can be used to offer a survey to customers after any media type interaction - call, email, chat and messaging. Easy to use flexible form builder with multiple question types for a standard post-interaction satisfaction survey or a post-interaction NPS survey.
+|PlatformSolution=Genesys Cloud's survey is built in to the platform and can be used to offer a survey to customers after any media type interaction - call, email, chat and messaging. Easy to use flexible form builder with multiple question types for a standard post-interaction satisfaction survey or a post-interaction NPS survey.
 |PainPoints='''Please be advised this use case will be retired and replaced by WE01 (Quality Assurance and Compliance) in Q2.'''
@@ Line 33: / Line 33: @@
 }}
 {{SMART DataSheetFlow
-|Flow=Survey response results are viewed in PureCloud along with the conversation
+|Flow=Survey response results are viewed in Genesys Cloud along with the conversation
 }}
 {{SMART DataSheetFlow

@@ Line 11: / Line 11: @@
 How does contact center performance impact customer experience?
-* For example - when service level is bad:
+*For example - when service level is bad:
-** Do customers get frustrated with long wait times?
+**Do customers get frustrated with long wait times?
-** Do you know if/how that effects their experience when communicating with agents?
+**Do you know if/how that effects their experience when communicating with agents?
-|DesiredState=* Identify improvement opportunities for agents by sharing the customer's perception of their experience
+|DesiredState=*Identify improvement opportunities for agents by sharing the customer's perception of their experience
-* Identify and act on sources of customer satisfaction and frustration
+*Identify and act on sources of customer satisfaction and frustration
-** Align quality evaluation expectations with what your customers expectations of quality service
+**Align quality evaluation expectations with what your customers expectations of quality service
-* Identify contact center procedural/process improvement opportunities
+*Identify contact center procedural/process improvement opportunities
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/f7513c98-3737-40ef-8bb3-320ffd80e6a0/0
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
@@ Line 49: / Line 49: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Actionable data from feedback can identify customer pain points and drive improvements
 }}

@@ Line 5: / Line 5: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=*What communication channels do you offer your customers?
@@ Line 13: / Line 16: @@
 <span>Contact centers need a survey solution, built in to the platform, that allows them to gain insight into customer satisfaction/experience regardless of the channel in which the customer interacts with a company, while also providing visibility to other valuable related contact center metrics.</span>
 |DataSheetImage=EE35 - Genesys Post Interaction Survey (2).jpg
 }}
 {{SMART DataSheetFlow

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