The untapped potential of your company knowledge
Too many companies watch helplessly as huge investments in customer service go to waste, because they are unable to harness information to effectively solve inquiries. On the self-service front, searches bring back inaccurate results that are not interactive and do not offer any real value. Similarly worded queries frequently yield completely different results, forcing customers to seek assistance. Things often get no better upon escalation, with agents often ill-equipped
to provide the right answers via phone or chat. And if your customer touches both channels, the responses they receive may not be consistent. Genesys Knowledge Centre ensures that you can tap all the information residing in your environment to deliver exactly what customers need, when they need it.
Great customer experience begins with reliable information
You may be surprised at just how far a little knowledge will go to improve ineffective online customer service. Genesys Knowledge Centre helps bring together all the elements of a strong customer service mix by optimising your organisation’s knowledge to make self-service tools more effective, to empower agents and, ultimately, to provide a positive customer experience.
Knowledge is at the heart of your omnichannel strategy
Genesys Knowledge Centre ensures that information is consistent regardless of channel, and that customers receive the same accurate answers whether they’re provided via self-service search, a phone call with an agent, automated email responses, web forms, live chat, SMS, or social media. And since it is part of the Genesys Customer Experience Platform, it infuses every interaction with your organisation’s customer knowledge to resolve any query or
issue. The result will be a superior customer experience—leading to increased sales and more satisfied and loyal customers.
Knowledge-assisted channels and proactive knowledge bring you more
Genesys Knowledge Centre allows you to deflect contact centre interactions by immediately providing customers with suggested articles based on live chat content, email ticket submission, web form, SMS or social channels, leading to reduced contact centre costs and faster resolutions.
Leveraging Genesys proactive engagement capabilities, Genesys Knowledge Centre proactively provides relevant knowledge-based answers on any web page at the point your customers have questions, leading to a lower effort and better experience.
With Genesys Knowledge Centre, you can ensure that your customers are consistently getting exactly the information they need—on any channel and any touchpoint, in a traditional or proactive manner. This leads to lower customer effort and better customer experience and loyalty.