Difference between revisions of "CE12/Canonical"
From Genesys Documentation
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|Solution=Outbound | |Solution=Outbound | ||
|Title=Genesys SMS Notification | |Title=Genesys SMS Notification | ||
| − | |Subtitle=Use SMS to | + | |Subtitle=Use SMS and email to send personalized, timely and relevant notifications to customers. |
}} | }} | ||
{{SMART Canonical | {{SMART Canonical | ||
|PlatformChallenge=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. | |PlatformChallenge=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. | ||
| − | |PlatformSolution=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 | + | |PlatformSolution=Communicate important information simply and efficiently using Genesys SMS / Email Notifications. Customers experience a more satisfying and engaging experience with businesses. And companies reduce operational costs while ensuring important and time-sensitive digital alerts are delivered to customers wherever they are. |
|PainPoints=*Unable to keep customers informed about their accounts and the products and services they use | |PainPoints=*Unable to keep customers informed about their accounts and the products and services they use | ||
*Can’t engage with customers over their preferred channels | *Can’t engage with customers over their preferred channels | ||
*Unable to deflect avoidable inbound contacts resulting in higher agent costs and lower satisfaction | *Unable to deflect avoidable inbound contacts resulting in higher agent costs and lower satisfaction | ||
|DesiredState=*Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions | |DesiredState=*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 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 | + | *Reduce outreach costs by leveraging less expensive digital messaging versus agent calls |
| − | |HighLevelFlowLucid= | + | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/4ee3bdb1-9819-40a6-b56d-3743c0cf0e69/0 |
|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 proactively communicate with existing customers? | |QualifyingQuestions=#Do you proactively communicate with existing customers? | ||
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{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
| − | |Flow=Campaign created to send a proactive text message to customers | + | |Flow=Campaign created to send a proactive text message / email to customers |
}} | }} | ||
{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
| − | |Flow=Contact list provided by organization | + | |Flow=Contact list provided by organization... |
}} | }} | ||
{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
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{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
| − | |Flow=Company sends text message to customer | + | |Flow=Company sends text message / email to customer |
}} | }} | ||
{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
| Line 42: | Line 42: | ||
}} | }} | ||
{{SMART Benefits | {{SMART Benefits | ||
| − | |CanonicalBenefitID=Improved | + | |CanonicalBenefitID=Improved Net Promoter Score |
|CanonicalBenefit=Strengthen customer relationships and loyalty with proactive, context-rich communications. | |CanonicalBenefit=Strengthen customer relationships and loyalty with proactive, context-rich communications. | ||
}} | }} | ||
{{SMART Benefits | {{SMART Benefits | ||
| − | |CanonicalBenefitID= | + | |CanonicalBenefitID=Increased Revenue |
| − | |CanonicalBenefit= | + | |CanonicalBenefit=Increase in response rate including renewals and activations. |
}} | }} | ||
Revision as of 13:39, April 27, 2022
Contents
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:
Titles and Taxonomy
| Main Title | Subtitle | Taxonomy | Product Category | Draft | Published | Edit |
|---|---|---|---|---|---|---|
|
Genesys SMS Notification |
Use SMS and email to send personalized, timely and relevant notifications to customers. |
Customer Engagement |
Outbound |
No draft |
Canonical Information
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 / Email Notifications. Customers experience a more satisfying and engaging experience with businesses. And companies reduce operational costs while ensuring important and time-sensitive digital 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
- Campaign created to send a proactive text message / email to customers
- Contact list provided by organization...
- Channel preferences, opt-outs, and suppressions have already been applied
- Company sends text message / email to customer
- Can configure reply keywords to detect opt-out and help requests
Data Sheet Image
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Canonical Sales Content
Personas
- Chief Digital Officer
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
- Do you proactively communicate with existing customers?
- Does your agent call volumes include simplistic reminder calls?
- 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 digital messaging versus agent calls
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