CE12/Canonical

Important

This information is shared by CE12 use cases across all offerings.

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 SMS Notification	Use SMS to notify customers	Customer Engagement	Outbound	No draft	GenesysCloud GenesysEngage-onpremises	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Customers want a quick way to be notified of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Repeated handling of unnecessary outbound calls and preventable inbound follow-up drives up costs and can damage customer and employee satisfaction.

Platform Solution: Communicate important information simply and efficiently using Genesys SMS Notifications. Customers experience a more satisfying and engaging experience with businesses. And companies reduce operational costs while ensuring important and time-sensitive text alerts are delivered to customers wherever they are.

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 Net Promoter Score	Strengthen customer relationships and loyalty with proactive, context-rich communications.
Increased Revenue	Increase in response rate including renewals and activations.
Reduced Volume of Interactions	Contacting customers proactively via an SMS or Email message will reduce the volume of inbound interactions handled by agents.

High Level Flow

High Level Flow Steps

1. Campaign created to send a proactive text message / email to customers
2. Contact list provided by organization...
3. Channel preferences, opt-outs, and suppressions have already been applied
4. Company sends text message / email to customer
5. Can configure reply keywords to detect opt-out and help requests

Data Sheet Image

Canonical Sales Content

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Personas

• Chief Digital Officer
• Head of Customer Experience
• Head of Customer Service

Qualifying Questions

1. Do you proactively communicate with existing customers?
2. Does your agent call volumes include simplistic reminder calls?
3. Are you harnessing SMS as a preferred customer channel?

Pain Points (Business Context)

• Unable to keep customers informed about their accounts and the products and services they use
• Can’t engage with customers over their preferred channels
• Unable to deflect avoidable inbound contacts resulting in higher agent costs and lower satisfaction

Desired State - How to Fix It

• Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions
• Contact consumers in accordance to their channel preferences (this use case assumes the company provides contact list with only opted-in customers)
• Reduce outreach costs by leveraging less expensive text messaging versus agent calls