Difference between revisions of "CE18/Canonical"
From Genesys Documentation
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{{SMART Canonical | {{SMART Canonical | ||
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|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=# How do you handle online requests for sales, service and support? | |QualifyingQuestions=# How do you handle online requests for sales, service and support? | ||
# Can you connect a chat to the right skilled resource anywhere in your business? | # Can you connect a chat to the right skilled resource anywhere in your business? | ||
# Can you prioritize chat interactions with other channels (blending) and measure the KPIs of each? | # Can you prioritize chat interactions with other channels (blending) and measure the KPIs of each? | ||
| + | |DataSheetImage=CE18 - genesys chat routing - header (2).png | ||
| + | |PlatformChallenge=When customers can’t find the answers they need on your website, they want to speak with someone who answer their questions in real time. Online consumers prefer web chat over other channels of communication. Failure to offer a live chat option results in lost sales and lower customer experience scores. | ||
| + | |PlatformSolution=With just a single click, Genesys Chat Routing provides your digital customers immediate access to live help. And because Genesys Chat uses skills-based routing, chat requests can be intelligently routed to the individual best equipped to help. | ||
| + | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/1c89a089-8a53-4767-98f2-71ecd97ae9c8/0 | ||
}} | }} | ||
{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
Revision as of 12:08, January 15, 2020
Contents
Important
This information is shared by CE18 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 Chat Routing |
Route chat interactions to the best skilled resource |
Customer Engagement |
Digital |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: When customers can’t find the answers they need on your website, they want to speak with someone who answer their questions in real time. Online consumers prefer web chat over other channels of communication. Failure to offer a live chat option results in lost sales and lower customer experience scores.
Platform Solution: With just a single click, Genesys Chat Routing provides your digital customers immediate access to live help. And because Genesys Chat uses skills-based routing, chat requests can be intelligently routed to the individual best equipped to help.
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 First Contact Resolution | Routing chats to the best-fit agent ensures the right skills for faster resolution. |
| Increased Revenue | Live chat during the buying process can improve conversion rates and reduce cart abandonment. |
| Reduced Handle Time | Routing chats to the best-fit agent assures the right skills for faster resolution. |
High Level Flow
High Level Flow Steps
- A customer is looking for information
- Customer sends a Chat request
- The request is sent to the best available agent
- Agent sees full chat session and context in desktop
Data Sheet Image
.png)
Canonical Sales Content
Personas
- Chief Digital Officer
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
- How do you handle online requests for sales, service and support?
- Can you connect a chat to the right skilled resource anywhere in your business?
- Can you prioritize chat interactions with other channels (blending) and measure the KPIs of each?
Pain Points (Business Context)
Desired State - How to Fix It
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