Today, billions of global internet users are driving growth in digital customer service, support, and sales interactions. When customers purchase products and services from a business, they very often seek help from that company’s website and expect rapid responses or issue resolution. To stay competitive, businesses need to be more responsive and provide more digital support in web customer service and sales engagement than ever before.
Genesys Web Engagement is key to providing business managers with the digital support they require by extending proactive assistance to their customers. By combining contextual and behavioural customer information with a clear, real-time view of the resources available in your contact centre, Genesys Web Engagement ensures that proactive assistance is offered via your website at the right time, on the right channel, and with the right resource.
Reduce Customer Effort
With Genesys Web Engagement, you can provide your customers with timely assistance, offered only when contact centre resources are available. You can also facilitate the experience by allowing customers to choose their preferred communication channels, such as chat, web callback, WebRTC voice or video, email, SMS, or FAQs. Web Engagement matches customers to the best-skilled resource to improve first contact resolution (FCR) and lower average handle time— reducing customer effort and enhancing the overall customer experience.
Increase Online Sales Conversions
Connecting the customer with the right resource at the right time makes conversations significantly more efficient—and can make the difference in closing a sale. For instance, you could negatively affect customer satisfaction and potentially lose a sale by inviting a customer into a conversation and then making them wait for a resource to become available. Web Engagement proactively offers assistance when the appropriate resource is available within the time required, ensuring a positive experience and reducing potential shopping cart abandonment.
Personalise Customer Experience
By granting agents greater visibility into recent customer interactions across all channels, such as a view of the web page the customer is currently visiting, recent web navigation, and the contents of the customer shopping cart, agents are able to tailor their responses, resulting in overall superior and personalised experiences.
Drive New Revenues
Web Engagement allows you to track all customer interactions, including partially completed interactions, and leverage this critical information to trigger follow-up actions. For example, if a customer abandons a shopping cart, Web Engagement can add them to an ongoing outbound email campaign, which will send them scheduled reminders. Likewise, large institutions such as banks can benefit from applying business rules that will route all callers who have partially completed mortgage applications to a specialist who can help complete the forms and submit the application, which drives new revenue.