Offering a Helpful Human Touch to Online Customers
Although customers love online self-service, they sometimes want or need personalized assistance to complete their transactions. According to recent analysis, live chat now has the highest satisfaction levels of any customer service channel. Delivering effective chat support to your customers enhances their experience and increases their satisfaction and loyalty.
In addition, online chat gives you the opportunity to quickly resolve any customer confusion or hesitation, allowing your agent to respond immediately to their request for help, or to step in proactively if a transaction stalls.
Reducing Customer Effort
To thrive in the online world, your business needs to work as effectively as you do in person and on the phone. Although self-service is essential, it can fall short when customers need to get personalized help to resolve specific issues. Genesys Chat makes sure customers are always routed to the right resource to resolve their problem or query, leading to an effortless customer experience.
Increasing Online Sales Conversion
Online chat allows you to assist customers and resolve their issues before they abandon their shopping cart or tweet their frustration. In cases where a cart’s value warrants a personal intervention, Genesys Chat makes sure the right agent is selected, based on appropriate skill mapping.
Genesys Chat seamlessly integrates with Genesys Web Engagement to proactively extend chat invitations based on your business rules, delivering chat invitations at the appropriate time if customers struggle over product comparison pages, delete items from their cart, or review the returns policy. This leads to substantial increases in conversion rates and average order value.
Delivering Real-Time Customer Service
According to 2017 Dimension Data Global Customer Experience Benchmarking Report, Chat (Instant messaging) grew from 52.4% to 84.7%, and continues to remain customer contact channel of choice with significantly lower cost than phone.
Maximizing Agent Performance
With Genesys Chat, your agents have the tools they need to be successful. For example, they have ready access to a centralized knowledge base containing answers to frequently asked questions and useful website URLs they can push, plus options like whisper coaching with a supervisor, or conferencing with a subject matter expert for fast resolution. Agents can also manage multiple chat interactions and easily integrate with other interaction channels to provide a seamless customer experience.
Turning Chat into a Business Advantage
Simply put, Genesys Chat helps companies meet today’s expectations for integrated, seamless customer service. Customer interactions and transactions are effortlessly resolved and concluded. The result is greater customer satisfaction, increased loyalty, bolstered efficiency, and an improved bottom line.