Difference between revisions of "SL09/Canonical"

Revision as of 09:45, June 20, 2019

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Predictive Engagement	Use machine learning powered journey analytics to monitor website activity, predict visitor outcomes, and proactively engage with prospects and customers	Sales	Sales	No draft	Not published

Canonical Information

Platform Challenge and Solution

Platform Challenge: It’s challenging to identify the right individual, the best moments, and the optimal ways to engage online. Companies want to shape their customers’ journeys and drive them towards desirable outcomes, but it’s hard to utilize all of the available data in a way that is meaningful and actionable. In addition, consumers expect fast answers, but growing your inside or eCommerce sales staff is costly.

Platform Solution: Proactively lead customers to successful journeys on your website. Apply machine learning, dynamic personas, and outcome probabilitiesto identify the right moments for proactive engagement via a web chat.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit	Explanation
Improved Employee Productivity	Representatives are empowered with real time customer journey data from your website which allows them to personalize and prioritize engagements with prospective and existing customers.
Increased Revenue	Accelerate sales and conversion rates by engaging online shoppers in real time at the right time as they browse your website. Grow customer lifetime value through more proactive and personalized service and cross-selling and upselling customers on products or services of greatest value to them.
Reduced Volume of Interactions	Improve self-service rates by providing customers with the right information at the right time or proactively offering a chatbot to automate the conversation and prevent contact with an agent.

High Level Flow

High Level Flow Steps

Consumer is browsing on website
Online journey tracked and likelihood to buy, to request a quote, to fill in a form or downloading a document assessed...
System predicts the right moment to engage the consumer
At the right moment the consumer is offered a chat session
Sales Rep and consumer connect to resolve issues and complete the purchase

Data Sheet Image

Canonical Sales Content

Personas

Chief Marketing Officer
Head of Marketing Operations
Head of Sales Operations

Qualifying Questions

What insights do you have about the behaviors that determine whether a website "browser" will become a customer?
How do you know when to engage with online customers to increase your sales conversions?
Which channels of engagement can you use today to proactively to engage visitors to your website?

Pain Points (Business Context)

Desired State - How to Fix It

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
-|BuyerPersonas=Chief Digital Officer, Head of Ecommerce, Head of Sales
+|PlatformChallenge=It’s challenging to identify the right individual, the best moments, and the optimal ways to engage online. Companies want to shape their customers’ journeys and drive them towards desirable outcomes, but it’s hard to utilize all of the available data in a way that is meaningful and actionable. In addition, consumers expect fast answers, but growing your inside or eCommerce sales staff is costly.
+|PlatformSolution=Proactively lead customers to successful journeys on your website. Apply machine learning, dynamic personas, and outcome probabilitiesto identify the right moments for proactive engagement via a web chat.
+|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/aa57095f-7276-4379-9221-38b3d5b3f633/0
+|BuyerPersonas=Chief Marketing Officer, Head of Marketing Operations, Head of Sales Operations
 |QualifyingQuestions=# <span>What insights do you have about the behaviors that determine whether a website "browser" will become a customer?</span>
 # <span>How do you know when to engage with online customers to increase your sales conversions?</span>
 # <span>Which channels of engagement can you use today to proactively to engage visitors to your website?</span>
-|PlatformChallenge=It’s challenging to identify the right individual, the best moments, and the optimal ways to engage online. Companies want to shape their customers’ journeys and drive them towards desirable outcomes, but it’s hard to utilize all of the available data in a way that is meaningful and actionable. In addition, consumers expect fast answers, but growing your inside or eCommerce sales staff is costly.
+|DataSheetImage=SL09 - genesys predictive engagement for sales - header (2).png
-|PlatformSolution=Proactively lead customers to successful journeys on your website. Apply machine learning, dynamic personas, and outcome probabilities to identify the right moments for proactive engagement via a chat, callback, or content offer. Notify sales reps of hot leads and provide insights to their buying journey.
 }}
 {{SMART DataSheetFlow
@@ Line 17: / Line 19: @@
 }}
 {{SMART DataSheetFlow
-|Flow=Online journey tracked and likelihood to buy assessed
+|Flow=Online journey tracked and likelihood to buy,  to request a quote, to fill in a form or downloading a document assessed...
 }}
 {{SMART DataSheetFlow
@@ Line 23: / Line 25: @@
 }}
 {{SMART DataSheetFlow
-|Flow=At the right moment the consumer is offer chat, callback or content offer
+|Flow=At the right moment the consumer is offered a chat session
 }}
 {{SMART DataSheetFlow
@@ Line 34: / Line 36: @@
 {{SMART Benefits
 |CanonicalBenefitID=Improved Customer Experience
-|CanonicalBenefit=Website visitor experience is not disrupted with unnecessary offers of chat or interaction
+|CanonicalBenefit=Website visitor experience is not disrupted with unnecessary offers of web chats
 }}
 {{SMART Benefits