Difference between revisions of "CE12/Canonical"
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#Are you harnessing SMS as a preferred customer channel? | #Are you harnessing SMS as a preferred customer channel? | ||
|DataSheetImage=CE12 - genesys sms notification - header (original).png | |DataSheetImage=CE12 - genesys sms notification - header (original).png | ||
| + | |DatashhetImageURL=https://all.docs.genesys.com/images-supersite/8/8c/CE12_-_genesys_sms_notification_-_header_%28original%29.png | ||
|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 text alerts are delivered to customers wherever they are. | |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 text alerts are delivered to customers wherever they are. | ||
Revision as of 10:27, February 11, 2020
Contents
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 to notify 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 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
- 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)
Desired State - How to Fix It