Customer preferences are a dichotomy; they like the ease and independence of self-service but want help available when things go wrong—ideally without having to seek it. Live chat fills this need. With online chat, businesses can resolve customer confusion or hesitation quickly—before it affects a sale.
Chat enables companies to meet modern expectations for integrated, seamless customer service. Issues and interactions are resolved quickly and with minimal impact on the customer. This results in higher customer satisfaction and loyalty, as well as increased efficiency and lower costs for your business.
Live chat delivers the highest level of customer satisfaction of any modern customer service channel—but it doesn’t stop there.
Self-service is essential but can fall short when customers need help with complex issues. Genesys Chat bridges the gap by routing customers to the right resource to resolve their problems quickly.
Catch frustrated shoppers before they abandon their cart. Genesys Chat proactively extends chat invitations based on your business rules—providing helpful information when the buyer most needs it.
Ready access to a centralized knowledge base including FAQs, useful website URLs and more, plus options like whisper coaching or conferencing, with subject matter experts to empower agents and meet rapid resolutions.
When asked how they rate the service and if it provided a more personalized experience, 25,000 customers scored chat at 80% or higher.
Marco Mur, Business Change Manager, Rabobank
Genesys Chat uses HTTPS and Transport Layer Security (TLS) to secure and support chat sessions, operations and business continuity. Credit card and other PII data can be detected and masked so that stored transcripts do not contain sensitive information.
Business-specific routing logic makes sure that each chat interaction is routed to the right person. Predictive routing takes the burden off agents by leveraging AI to solve common issues. Problems are resolved faster and customer effort is minimized.
Utilize web tracking capabilities to follow activity on your site and identify when chat could assist customers. Extend chat invitations based on your business rules, incorporating such factors as agent availability, customer behavior and profile/segmentation.
Give your agents the information they need to personalize every interaction. Access to customer profiles, omnichannel contact histories, the context of the chat initiation and a standard response library increases efficiency and improves customer experience.
Be there for your customers and prospects. Chat offers high-availability capabilities with seamless failover to ensure business continuity in case a problem arises.
Prequalification surveys or registration forms allow Genesys Chat to leverage intent and route the customer to the right agent. Post-chat session surveys give customers the opportunity to provide specific feedback you can use to optimize sales and service strategies. Plus, with machine learning these follow-up surveys can be continuously improved.
Genesys Chat supports business operations with centralized routing and reporting, a common customer record, and the ability to maintain conversations across channels. Your customers have a seamless experience while your business increases operational efficiency.