Difference between revisions of "CE16/Canonical"
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|PlatformChallenge=When customers take the time to send an email, they expect a quick, personalized response. But as the volume of email interactions increases, you struggle to provide timely and helpful responses. Trust in email as a reliable communication channel is declining among your customers and employees. | |PlatformChallenge=When customers take the time to send an email, they expect a quick, personalized response. But as the volume of email interactions increases, you struggle to provide timely and helpful responses. Trust in email as a reliable communication channel is declining among your customers and employees. | ||
|PlatformSolution=Automatically distribute emails to the best-fit agent based on content analysis and keywords. Genesys Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimize your email flow to create a better customer experience. | |PlatformSolution=Automatically distribute emails to the best-fit agent based on content analysis and keywords. Genesys Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimize your email flow to create a better customer experience. | ||
| − | |HighLevelFlowLucid= | + | |PainPoints=*Increasing calls related to online service and support |
| + | *Customer having to call multiple times resulting in repeat contacts | ||
| + | *Website not offering or providing the right information or online service and support | ||
| + | *Customer having to queue for a long time resulting in missed service levels | ||
| + | *Inconsistency in responses | ||
| + | *Unable to connect to the best agent | ||
| + | *Unable to provide a personalized assisted service experience | ||
| + | *Too hard to get the right information for the customer | ||
| + | *Poor customer experience scores | ||
| + | |DesiredState=*Enable email on web site | ||
| + | *Recognize customers | ||
| + | *Understand intent and sentiment | ||
| + | *Deliver personalized response | ||
| + | *Leverage standard response library when needed | ||
| + | *Meet SLA | ||
| + | *Provide agents with complete contextual customer information to improve efficiency | ||
| + | |HighLevelFlowLucid=98dd8cd0-db4a-47f6-8291-6f715d20f5a5 | ||
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service | |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service | ||
| − | |QualifyingQuestions=# Do you manage your customers’ interactions in silos? | + | |QualifyingQuestions=#Do you manage your customers’ interactions in silos? |
| − | # Can you connect a customer to the right skilled resource anywhere in your business? | + | #Can you connect a customer to the right skilled resource anywhere in your business? |
| − | # Are your emails delivered using group email boxes? | + | #Are your emails delivered using group email boxes? |
| + | |DataSheetImage=CE16 - Genesys Email Routing.png | ||
}} | }} | ||
{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
| Line 32: | Line 49: | ||
{{SMART Benefits | {{SMART Benefits | ||
|CanonicalBenefitID=Reduced Handle Time | |CanonicalBenefitID=Reduced Handle Time | ||
| − | |CanonicalBenefit=Email automation tools increase agent productivity for faster handling of email interactions. | + | |CanonicalBenefit=Email automation tools increase agent productivity for faster handling of email interactions.  |
}} | }} | ||
{{SMART Benefits | {{SMART Benefits | ||
Latest revision as of 14:59, March 31, 2021
Contents
Important
This information is shared by CE16 use cases across all offerings.Administration Dashboard
Go back to admin dashboard to create and manage platform-specific use cases in the system:
Titles and Taxonomy
| Main Title | Subtitle | Taxonomy | Product Category | Draft | Published | Edit |
|---|---|---|---|---|---|---|
|
Genesys Email Routing |
Route email interactions to the best skilled resource |
Customer Engagement |
Digital |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: When customers take the time to send an email, they expect a quick, personalized response. But as the volume of email interactions increases, you struggle to provide timely and helpful responses. Trust in email as a reliable communication channel is declining among your customers and employees.
Platform Solution: Automatically distribute emails to the best-fit agent based on content analysis and keywords. Genesys Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimize your email flow to create a better customer experience.
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 Customer Experience | Customers enjoy a faster, more personalized experience through their preferred channel. |
| Improved First Contact Resolution | Routing emails to the best-fit agent ensures the right skills for faster resolution. |
| Reduced Handle Time | Email automation tools increase agent productivity for faster handling of email interactions. |
High Level Flow
High Level Flow Steps
- A customer is looking for information
- The customer sends an email
- The request is sent to the best available agent
- The agent sees the full email context in desktop
Data Sheet Image
Canonical Sales Content
Personas
- Chief Digital Officer
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
- Do you manage your customers’ interactions in silos?
- Can you connect a customer to the right skilled resource anywhere in your business?
- Are your emails delivered using group email boxes?
Pain Points (Business Context)
- Increasing calls related to online service and support
- Customer having to call multiple times resulting in repeat contacts
- Website not offering or providing the right information or online service and support
- Customer having to queue for a long time resulting in missed service levels
- Inconsistency in responses
- Unable to connect to the best agent
- Unable to provide a personalized assisted service experience
- Too hard to get the right information for the customer
- Poor customer experience scores
Desired State - How to Fix It
- Enable email on web site
- Recognize customers
- Understand intent and sentiment
- Deliver personalized response
- Leverage standard response library when needed
- Meet SLA
- Provide agents with complete contextual customer information to improve efficiency
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