{"id":578841,"date":"2025-06-24T18:48:17","date_gmt":"2025-06-25T01:48:17","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/why-your-web-experience-might-be-failing-and-what-to-do-about-it"},"modified":"2025-06-24T18:49:33","modified_gmt":"2025-06-25T01:49:33","slug":"why-your-web-experience-might-be-failing-and-what-to-do-about-it","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/why-your-web-experience-might-be-failing-and-what-to-do-about-it","title":{"rendered":"Why Your Web Experience Might Be Failing \u2014 And What To Do About It"},"content":{"rendered":"

[vc_row][vc_column][vc_column_text css=””]Today\u2019s customers expect more than just access \u2014 they expect continuity, speed and effortless support. But too often, businesses treat web interactions like one-and-done transactions. If agents can\u2019t pick up where a customer left off \u2014 or worse, if customers must start over every time \u2014 the result is usually frustration. <\/span><\/p>\n

And that frustration has consequences. According to \u201c<\/span>The State of Customer Experience<\/span><\/a>\u201d report, more than half (53%) of consumers surveyed say they\u2019ll abandon a favourite brand after just two poor experiences.<\/span>
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Whether you’re evaluating tools or already using a digital engagement platform, improving your web experience doesn\u2019t always require a new system. Sometimes, the answer is activating features you already have \u2014 and rethinking how your team delivers support online.<\/span>
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Let\u2019s explore three common symptoms of a broken web experience, what\u2019s causing them and how to fix them with smarter tools that may already be included in your customer experience (CX) platform. <\/span>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Symptom #1: Conversations Start Over Every Time <\/span><\/h3>\n

A customer visits your site to ask a question. Later, they return to follow up \u2014 but the chat history is gone. They\u2019re forced to reintroduce themselves and re-explain the issue. This repetitive cycle creates unnecessary friction and drives up resolution times.
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\nDiagnosis:<\/strong> You\u2019re using legacy live chat or a third-party chat tool that doesn\u2019t support persistent conversations. <\/span><\/p>\n

Many traditional chat tools only support synchronous communication \u2014 meaning the session ends when the window closes. The next time the customer returns, the context is lost. <\/span><\/p>\n

The Fix:<\/strong> Activate web messaging. <\/strong><\/span><\/p>\n

Asynchronous messaging tools, like Genesys Cloud\u2122 Web Messaging<\/a>, allow conversations to persist across sessions and devices. Whether a customer visits on a weekday or weekend, the thread is still there \u2014 offering a seamless, continuous experience. <\/span><\/p>\n

And it benefits your teams, too. According to benchmark data of Genesys Cloud customers, on average, agents using Genesys Cloud Web Messaging can handle more conversations than with live chat and even more than they can with voice. This can help teams to scale efficiently without sacrificing quality. With Genesys Cloud, Web Messaging is included in your subscription. <\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Symptom #2: Customers Can\u2019t Get Real-Time Help <\/span><\/h3>\n

A customer gets stuck on a checkout page or has issues while filling out a form. They open a chat, but the agent can only offer written instructions. Without visibility into the issue, troubleshooting becomes slow and confusing. <\/span>
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\nDiagnosis:<\/strong> Your current solution doesn\u2019t support guided resolution. <\/span><\/p>\n

Many basic chat tools lack the ability to offer visual or contextual help \u2014 especially in sensitive workflows where accuracy and compliance are critical. <\/span><\/p>\n

The Fix: Use co-browse for real-time guidance. <\/strong><\/p>\n

When co-browse capabilities are built into your CX platform, agents can see what customers are seeing \u2014 in real time, without requiring any downloads. They can highlight fields, walk through steps and provide support with empathy and clarity, all while keeping sensitive data protected. <\/span><\/p>\n

When you enable Genesys Cloud Co-browse<\/a>, this type of visual collaboration can help to improve first-interaction resolution rates, reduce escalations and ultimately build trust. <\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Symptom #3: You\u2019re Managing More Than You Need To <\/span><\/h3>\n

Many organisations maintain a patchwork of digital tools \u2014 third-party vendors for chat, bots, reporting and more. Other companies will build custom solutions to meet niche needs. These approaches can work but often create complexity, silos and additional maintenance overhead \u2014 all of which can be costly.
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\nDiagnosis:<\/strong> You may not realise you already have what you need. <\/span><\/p>\n

When you choose a comprehensive customer experience platform like Genesys Cloud, you have access to capabilities like web messaging and co-browse with your existing subscription. <\/span><\/p>\n

The Fix: Activate what\u2019s built in. <\/strong><\/p>\n

Instead of managing separate systems or paying for external tools, activate native Web Messaging and Co-browse. These features integrate seamlessly with artificial intelligence (AI) and automation<\/a>, bots, reporting, and workforce engagement tools<\/a> \u2014 giving your teams more power, without adding contracts or complexity. <\/span><\/p>\n

Some companies will try to supplement what’s missing in their CX platform by building their own versions. But custom-built solutions often lack the AI automation, unified analytics and real-time orchestration you need to give your customers (and employees) the satisfying, seamless and personalised experiences<\/a> they expect. Activating native tools reduces effort and can give you greater scalability and insight. <\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Why Now Is the Right Time\u00a0<\/span><\/h3>\n

Customer expectations continue to evolve<\/a>. They want consistent, low-effort experiences that meet them on their terms \u2014 not yours. And they want to be helped quickly, without having to repeat themselves or re-explain their issue across sessions or channels.\u00a0<\/span><\/p>\n

That\u2019s where persistent messaging, visual support and intelligent routing can make a meaningful difference. These tools reduce the burden on customers and agents alike \u2014 helping to make your organisation more efficient, empathetic and responsive.\u00a0<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

How to Get Started\u00a0<\/span><\/h3>\n

You don\u2019t need to overhaul your systems or retrain your teams. If you\u2019re already using Genesys Cloud, the path to modern digital engagement<\/a> is closer than you think.\u00a0<\/span><\/p>\n

Ask yourself:\u00a0<\/span><\/p>\n