CE21/Canonical

Important

This information is shared by CE21 use cases across all offerings.

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Go back to admin dashboard to create and manage platform-specific use cases in the system:

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Click-to-Call CE21-SL02	Enable click-to-call from your website or app to improve service and conversions	Customer Engagement	Inbound	No draft	GenesysEngage-onpremises	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: When customers need more information while on your website or mobile app, they want to speak with a well-informed individual who can provide real-time assistance. Having to search for numbers and take steps back when connected to a sales representative results in lost sales, lower customer experience scores and makes them less likely to buy.

Platform Solution: With just a single click, Genesys Click-to-Call connects your customer to the help they need from within the web site or mobile app, making it easy to obtain service, buy and improve campaign results. Sales has context, so customers don’t have to fill in the blanks. Calls are linked to campaigns for better insight into performance. And using skills-based routing and context, calls can be intelligently routed to the individual best equipped to help. Create a seamless experience to improve revenue and brand loyalty.

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	Click-to-call within the website or app reduces customer effort and connects the customer with the company creating a seamless and provides an enjoyable experience.
Increased Revenue	Increase online sales conversions as the customers can readily get help at the point of purchase. Remove barriers to buy and optimize campaigns to increase sales.
Reduced Handle Time	Connecting callers to the best-fit agent with context, results in more efficient call handling. Give agents greater digital context to speed resolution.

High Level Flow

High Level Flow Steps

1. Customer is browsing on website or mobile app and would like to speak to an agent
2. Customer clicks on "ClickToCall" option to initiate a phone call
3. The call is routed to the best available agent
4. The agent is presented with the customer's information and location
5. Customer and agent talk over the phone

Data Sheet Image

Canonical Sales Content

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Personas

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

Qualifying Questions

1. How do your website and mobile app users get assistance?
2. Does your solution provide context with the request?
3. How are you identifying and routing callers to get them to the best agent?
4. Can you accurately attribute offline sales calls to customer’s digital journeys?