Customer experience solutions
Turn customer experience into your competitive advantage
Deliver a world-class customer experience to every customer, every time they need you with Genesys Customer Experience Solutions. Be ready to respond accurately and efficiently at any time. Customer satisfaction creates brand loyalty. And brand loyalty equates to industry leadership, greater profits and differentiation from your competitors.
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How to be a customer experience leader: Getting to iconic
Communication the way your customers want it
The right analytics and tools empower you to offer a more personalized experience each time your customers contact you. Through digital and self-service options, customers can choose how and when communicate with your company. And you have visibility into every communication for quicker routing and resolution. You also get the ability to track issues through to resolution. Improved workflow and tracking capabilities help increase your Net Promoter Score, while driving greater profitability and customer centricity.
Know exactly what your customers want
Understand customer behaviors and increase the customer focus of your organization. The right predictive analytics tools anticipate customer needs and route interactions to the best resource for fast resolution. Offering multiple channels for first customer contact transforms the communication process and encourages self-service, when appropriate. And self-service can free up your workforce, enabling them to focus on more urgent requests and ultimately increasing customer satisfaction.
“Vodacom already had the highest NPS across consumer and enterprise, but we didn’t want to rest on our laurels. We want to be the world’s best for customer experience—so we built NPS into the agent’s desktop. After each contact they get a score and adjust their behavior based on feedback.”
David Morrow, Managing Executive for Digital & Customer Experience, Vodacom
Send the right message at the right time
With advanced analytics and outbound tools, your customer service team can communicate in the customer’s preferred manner and positively set their expectations. With the customer experience management platform, you can build trusted relationships through timely targeted messaging on everything from product alerts to promoting unique sales offers and relevant marketing assets. And real-time tools can quickly assess if a customer requires special attention. When you integrate the right tools, you increase your ability to better serve your customers every time.
Align your team to customer needs
Match your company’s products and services with what your customers want and need to maximize growth and productivity. Anticipating your customers’ next steps in their journey lets you meet your target metrics and develop the right team to create sustainable growth and increase profitability. Genesys Customer Experience Solutions give you visibility into your customers’ current and future needs. And that makes it easier to plan for your team’s development and better align products, marketing and sales to customer preferences.
“It really points to the fact that if we can create a better and a differentiated customer experience, our customers will be more satisfied. They will stay with us longer, they may spend more, and we’ll have loyal customers for life.”
Terry Gardiner, VP of Customer Experience Enablement, Telus