Your website is the first and only point of contact with your business for many people. Your marketing department spends an untold amount of money enticing customers to visit. Yet all too often, you don’t have insight when online shoppers need help making a purchase, so can’t offer the help they need. As a result the shopping experience disappoints, and a sale does not happen.
Many organizations that try to connect with shoppers via proactive chat deliver pop-ups at a time when help is not wanted and theyonly serve to irritate shoppers. When shoppers do take up the offer for assistance, the experience often gets worse. No choice of communications channel is offered, long waits for an available resource occur, and the agent can’t provide the help that is needed. All these serve to kill sales and tarnish your brand.
Genesys Proactive Engagement combines sophisticated real-time behavioral analytics with customer insight from other information systems and previous interactions over any channel to ensure you reach out to shoppers at the precise time when assistance is needed. Easily configurable business rules allow you to stay nimble and in touch with changing buyer behavior. Those business rules look for the precise moment to proactively engage the customer, providing an invitation to communicate using whichever channel makes most sense, and identifying the best possible person in your company to give help. The customer service or sale professional is given all relevant information to make a real difference for the customer and to improve conversion rates.
Proactive Engagement also provides great value to customer service delivered over the Web. For existing customers seeking assistance from the Web channel, Proactive Engagement provides customer insights and context to the service professional based on analysis of the customer’s Web activity. Customers’ explanations of service requests are greatly simplified and clarified with the shared context of prior behavior. Proactive Engagement helps customer service organizations improve customer experience and leads to a higher rate of first contact resolution, lower customer effort and happier customers, which ultimately leads to additional sales to the same customers.
Key Differentiators
- Genesys Proactive Engagement combines real-time behavioral analytics, historical customer information to recognize the key “moment of opportunity” to offer agent support for the customer
- Genesys routing capabilities proven over the past twenty years match each individual website visitor to the best possible sales or support person or next best action over the best channel at the precise time when it matters.
- Unique customer insights presented in a powerful desktop application provide your agent critical information about visitors and their behavior to improve customer experience and conversion rates
- Customers can be invited to communicate on the channel of their choice: chat, voice, SMS, email and others
- Insights from behavioral analytics inform future interactions across all channels to improve the customer experience
