Unify conversations with customer journey management

Use your data to create great customer experiences, every time.

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Confusing customer journeys make for bad customer experiences

When customer data for each channel lives in a silo, you miss opportunities to connect with your customers in personalised ways. When you unite all of your customer data, a full story emerges. You gain insight into each customer, learn what they want right now and what they might need in the future.

A full-context customer journey map gives your agents the whole story about every individual who contacts you. This empowers them to react in a personalised way using real-time information. Journey maps also show you when to use proactive measures to make a sale or hold onto a frustrated customer. Improving the customer journey differentiates your business from the world of choices that are at consumers’ fingertips.

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Seize every opportunity with a journey map

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Sell more

Use your knowledge of the customer journey to increase sales. Reach more customers by making the right offer, at the right time, on the right channel. When buying is easy for your customer, they’ll do more of it.

Increasing customer satisfaction

Serve smarter

Give your agents the information they need. With real-time access to customer data across channels, agents can provide a highly personalised service experience. This also improves the user experience for your customer.

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Lose less

Make your agents a frontline defence against site and cart abandonment. Identify common pain points so agents know when to reach out to customers who show signs of frustration or loss of interest.

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Combine data to improve customer experience

Data can be your greatest strength. It can also seem overwhelming. Modern analytics tools can sift through your wealth of data and provide actionable next steps. If you’re looking to differentiate your brand with excellent customer experience, look at past interactions. Historical data gives you base-level insight into what prospects and customers want when they interact with your business. Use this to begin crafting a new type of customer journey.

At Genesys, we know data. Data powers Genesys AI capabilities across channels and across systems. That same data fuels our machine-learning engines to shape predictive customer experiences. Make the information you have about customers work for you. Spot patterns and use them to improve customer journey mapping. Learn from past interactions to improve future ones.

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Capture customer information across channels

Rich data provides good insights about how to tailor experiences for your customers. Collect data from all your touchpoints over time. This lets you create a full, accurate picture of each customer. Track channel behaviour and other preferences so you can build business models driven by historical trends.

Customer journey

Unify data to see the full customer journey

Data that sits in a silo wastes time. Customers have to repeat information; long handle times become the norm. And agents struggle to help because they don’t know who the customer is. Unify your data. Make sure people in all departments who need it can see it across channels and systems.

Agent

Keep agents informed to drive better service

When your agents can make sense of a customer’s data, they can act in ways that benefit both the customer and your business. The customer gets smarter, more efficient service. You see lower handle times and higher customer satisfaction. It’s a win-win.

"Genesys is providing us with the ability to build that omnichannel customer experience that we had in mind for our customers. It’s giving us the opportunity to share the same language with all channels that we are deploying throughout the organisation."

Kim Arseneault

Strategic Advisor

Desjardins

Read the story

Give each customer the right experience

Customer Journey Management Dashboard

Know your customers

Track journey history to get a clear view of your customers. Add important context and information to customer profiles. Keep agents up to date on journey progress, intent and sentiment.

Set rules without IT

Adapt your customer journey mapping to meet current needs. Modern tools let you define customer engagement business rules without technical knowledge. This gives your customer service team greater control and agility.

Follow the journey timeline

Be there when customers need you. Give your agents a timeline view of customer journeys with interaction context. Use customer experience maps to accurately determine where a customer is in the journey and what help they need.

See what’s happening now

Give your managers real-time visibility into customer journey progress. Use this access to spot trends, problems and optimisation opportunities. The right tools let you manage the customer experience to ensure positive outcomes.

Keep customers in the loop

Get ahead of problems with proactive notifications for customers. Share information about flight cancellations, service outages, service reminders etc. Eliminate the guesswork with your product or service to make interactions simple.

Stop losing customers

Use AI and historical data to find out where in the journey prospects are abandoning. Set a rule to initiate an outbound communication from an agent at these churn points. Offer help at the right time to retain customers.

Resources

Three ways to use AI for better customer journeys

Three Ways to Use AI for Better Customer Journeys

Read the article
Three-strategies-to-improve-the-end-to-end-customer-experience

Three strategies to improve the end-to-end customer experience

Read the e-book
Analysing and shaping customer journeys

Altocloud White Paper: Analysing and shaping customer journeys

Read the white paper
Journey mapping: An outside-in approach to delivering great customer experiences

Journey mapping: An outside-in approach to delivering great customer experiences

Read the e-book

See how customer journey mapping and management brings conversations together

Connect the points in your customer journey. Learn more each time a customer interacts with your business. Request a free demo to see how Genesys can unify your communications and help you create a customer experience that sets your company apart from the competition.

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About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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