Go beyond live chat with Genesys Web Messaging

Web messaging, also known as asynchronous chat or asynchronous messaging, lets agents interact with customers to solve issues quickly. It uses asynchronous communication, meaning that customers can engage with your brand at any time, on any device. And if a customer pauses a conversation and resumes it later, the history remains for the customer and agent.

Synchronous live chat or web chat provides short-lived, standalone chats that require an agent to interact in real-time with the customer. It has a beginning and an end for each conversation, typically with immediate responses.

Note: Genesys Web Messaging is the name of our native 24/7 asynchronous chat solution.

In the past year, more consumers worldwide used a digital channel to interact with an organisation than used the voice channel. In fact, some 72% of consumers used email for a CX interaction, while 68% called a contact centre. The State of Customer Experience, Genesys 2023

Chatbots and messaging apps also continue to increase in popularity for CX interactions. This is a landmark moment.

Digital is no longer on the periphery as an alternative channel to voice. It’s now critical for organisations to have a connected voice and digital strategy that empowers customers across their journey. The State of Customer Experience, Genesys 2023

Native asynchronous functionality enables you to have 24/7 web presence through a messaging app.

For example, if a customer decides to change pages or close the native Genesys Messenger window, the conversation persists. Customers can engage with an agent after the contact centre is closed or self-serve through a bot, search FAQs using the Messenger Knowledge Search App, or they can schedule a callback from the next-available live agent.

While companies might be looking to implement live chat software, they are actually in need of web messaging. Here’s four reasons why companies use web messaging over live chat:

• 24/7 web presence
  If a customer decides to change pages, or close the messenger window, the conversation persists. This means you can be responsive at any time, even if the contact centre is closed.
• Easy to deploy and customize
  With an option for no-code or low-code deployment, businesses of any size can quickly implement web messaging without relying on IT teams or expensive software development resources.
• Never miss an online opportunity
  You can engage proactively based on the customer journey.
• Cost savings
  You’ll reduce operational costs because you won’t need as large a support team as you would to manage real-time chats. You’ll also save through more efficient use of resources.

Web messaging is convenient and accessible. Customers like being able to engage at their own pace and on their own schedules, without being tied to real-time conversations. And because web messaging is an “anywhere, anytime” solution, it’s ideal for 24/7 communication whenever it’s convenient for customers – and even across different devices, whether desktop or mobile web browsers.

In addition to other live chat tools, customers can enjoy richer, personalised and actionable conversations with brands through web messaging. Give your customers a more interactive digital experience using rich messaging and free them from the drudgery of typing long messages. And because you’ll have holistic customer profiles and customer journey data, you’ll know exactly who you’re talking to and why they’re reaching out. Customers don’t have to start their interaction from scratch every time they reach out.

Rich messaging is a great way to personalise and improve engagements.

Instead of having to type long messages, make your customer and agent experiences richer, more intuitive and free of friction with the ability to send and receive multiple types of media content. With web messaging, they’ll be able to use quick replies, cards, carousels, emojis and file attachments.

With holistic customer profiles and customer journey information, your agents will know exactly who they’re talking to and why. That same information can help agents know when it’s best to engage proactively.

By using our natively integrated Genesys Co-browse capability, agents can also gain a better understanding of customers’ needs by elevating the existing web messaging conversation to co-browse seamlessly – and still part of the original interaction. Agents will guide them through the most complex transactions – boosting the customer experience and improving conversion rates.

Screen sharing allows customers to share their entire desktop so agents can see everything happening on the customer’s screen. Co-browsing is limited to a specific browser. For example, if the customer decides to browse a different private website, the agent won’t see the new browsing session. This ensures a high level of user privacy.