CE34 - Titles and Canonical Info
From Genesys Documentation
Contents
Important
This information is shared by CE34 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 Messaging for Apple Business Chat |
Offer a powerful new way for customers to connect with you directly in Messages |
Customer Engagement |
Digital |
No draft |
Canonical Information
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 | Seamless omnichannel experience using single customer experience platform on preferred channel |
Improved Employee Utilization | Reduced calls, self-service options and agents can manage multiple chat conversations simultaneously |
Increased Revenue | Increase revenue and reduce customer churn with improved resolution of business outcome. |
High Level Flow
High Level Flow Steps
- Customer is looking for assistance
- Customer initiates a conversation on desktop or mobile device
- Chatbot captures context and intent
- - EITHER: Bot helps customer resolve request THEN Survey (Optional)
- - OR: transferred to agent for assistance THEN Agent resolves request
Data Sheet Image
Canonical Sales Content
Personas
Qualifying Questions
Pain Points (Business Context)
Desired State - How to Fix It
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