Today’s customers expect more than just access — they expect continuity, speed and effortless support. But too often, businesses treat web interactions like one-and-done transactions. If agents can’t pick up where a customer left off — or worse, if customers must start over every time — the result is usually frustration. 

And that frustration has consequences. According to “The State of Customer Experience” report, more than half (53%) of consumers surveyed say they’ll abandon a favorite brand after just two poor experiences.

Whether you’re evaluating tools or already using a digital engagement platform, improving your web experience doesn’t always require a new system. Sometimes, the answer is activating features you already have — and rethinking how your team delivers support online.

Let’s explore three common symptoms of a broken web experience, what’s causing them and how to fix them with smarter tools that may already be included in your customer experience (CX) platform.

Symptom #1: Conversations Start Over Every Time 

A customer visits your site to ask a question. Later, they return to follow up — but the chat history is gone. They’re forced to reintroduce themselves and re-explain the issue. This repetitive cycle creates unnecessary friction and drives up resolution times. 

Diagnosis: You’re using legacy live chat or a third-party chat tool that doesn’t support persistent conversations. 

Many traditional chat tools only support synchronous communication — meaning the session ends when the window closes. The next time the customer returns, the context is lost.  

The Fix: Activate web messaging. 

Asynchronous messaging tools, like Genesys Cloud™ Web Messaging, allow conversations to persist across sessions and devices. Whether a customer visits on a weekday or weekend, the thread is still there — offering a seamless, continuous experience. 

And it benefits your teams, too. According to benchmark data of Genesys Cloud customers, on average, agents using Genesys Cloud Web Messaging can handle more conversations than with live chat and even more than they can with voice. This can help teams to scale efficiently without sacrificing quality. With Genesys Cloud, Web Messaging is included in your subscription. 

Symptom #2: Customers Can’t Get Real-Time Help 

A customer gets stuck on a checkout page or has issues while filling out a form. They open a chat, but the agent can only offer written instructions. Without visibility into the issue, troubleshooting becomes slow and confusing. 

Diagnosis: Your current solution doesn’t support guided resolution. 

Many basic chat tools lack the ability to offer visual or contextual help — especially in sensitive workflows where accuracy and compliance are critical. 

The Fix: Use co-browse for real-time guidance. 

When co-browse capabilities are built into your CX platform, agents can see what customers are seeing — in real time, without requiring any downloads. They can highlight fields, walk through steps and provide support with empathy and clarity, all while keeping sensitive data protected. 

When you enable Genesys Cloud Co-browse, this type of visual collaboration can help to improve first-interaction resolution rates, reduce escalations and ultimately build trust.

Symptom #3: You’re Managing More Than You Need To 

Many organizations maintain a patchwork of digital tools — third-party vendors for chat, bots, reporting and more. Other companies will build custom solutions to meet niche needs. These approaches can work but often create complexity, silos and additional maintenance overhead — all of which can be costly.  

Diagnosis: You may not realize you already have what you need. 

When you choose a comprehensive customer experience platform like Genesys Cloud, you have access to capabilities like web messaging and co-browse with your existing subscription.  

The Fix: Activate what’s built in. 

Instead of managing separate systems or paying for external tools, activate native Web Messaging and Co-browse. These features integrate seamlessly with artificial intelligence (AI) and automation, bots, reporting, and workforce engagement tools — giving your teams more power, without adding contracts or complexity. 

Some companies will try to supplement what’s missing in their CX platform by building their own versions. But custom-built solutions often lack the AI automation, unified analytics and real-time orchestration you need to give your customers (and employees) the satisfying, seamless and personalized experiences they expect. Activating native tools reduces effort and can give you greater scalability and insight. 

Why Now Is the Right Time 

Customer expectations continue to evolve. They want consistent, low-effort experiences that meet them on their terms — not yours. And they want to be helped quickly, without having to repeat themselves or re-explain their issue across sessions or channels. 

That’s where persistent messaging, visual support and intelligent routing can make a meaningful difference. These tools reduce the burden on customers and agents alike — helping to make your organization more efficient, empathetic and responsive. 

How to Get Started 

You don’t need to overhaul your systems or retrain your teams. If you’re already using Genesys Cloud, the path to modern digital engagement is closer than you think. 

Ask yourself: 

  • Are customers restarting conversations every time they connect? 
  • Are agents juggling tools to provide support? 
  • Are conversations stored, searchable, and persistent? 
  • Do you have visibility across channels and journeys?

If the answer to any of these is “No” or “Not yet,” it’s time to explore the tools already available to you. 

Explore What’s Possible with Web Messaging 

These features are already included in your platform — no extra licensing or integrations required. 

If your existing CX platform doesn’t have these capabilities built into the solution, it could be time to look at a modern platform like Genesys Cloud. Learn more about Genesys Cloud Web Messaging and see how Rabobank improved its digital service with Genesys Cloud Web Messaging. And reach out to a Genesys Customer Success Manager. They can walk you through your current setup, next steps, and best practices for activation.

The future of web engagement is persistent, personalized and powered by context. And it’s already within reach.