Mastering Omnichannel Engagement with Genesys: Converting Messages into Clients

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We are living in the business era, and today, customers are king, they expect seamless interactions ASAP whenever they reach out to any business, across various channels. This prominent shift towards omnichannel communication has brought not only challenges but also opportunities for businesses and companies. One of those opportunities lies in leveraging Genesys Cloud CX with your business, a powerful omnichannel platform, to manage the flow of messages of your customers from different channels and convert them into clients effectively in a jiffy.

 

Challenges with Traditional Approaches

 

There are many challenges when you use any traditional approach to communicate with your potential customers. The most common challenges are listed below.

1. Fragmented Customer Experience

 

Scenario 1: A customer initiates an inquiry about a product/service on your website's chat support. The conversation gets complex, and the customer decides to make a call to the customer service hotline for a more detailed discussion. The hotline call agent on the phone is unaware of the previous chat conversation, leading to repetition of information and frustration for the customer.

Scenario 2: A customer reaches out through social media to inquire about a product or service. The social media agent responds promptly and provides the required initial information. But, the customer has some follow-up questions and decides to send an email. Again, the email response comes from a different (Email support) agent who is unaware of the conversation being done on social media, causing confusion and frustration for the customer.

Impacts of Fragmented Customer Experience

Customer Dissatisfaction: Customers are the king, and they expect seamless transitions between channels and personalized interactions. When they encounter fragmented experiences, as we saw in the above two scenarios, they are most likely to be dissatisfied with the service provided.

Negative Brand Perception: A fragmented customer experience can spoil your brand's reputation. Customers who experience communication difficulties may share their frustrations on social media or review platforms, potentially deterring others from engaging with your brand.

Now the question is, how to address this fragmented customer experience problem?

Addressing Fragmented Customer Experience with Genesys Cloud CX

With Genesys Cloud CX, businesses can unify communication channels, ensuring that customer interactions are seamlessly connected across channels, and empower agents to optimize customer inquiry management.

The platform provides agents with a complete view of customer interactions, enables them to optimize customer flow management and allows them to pick up conversations where they left off, regardless of the channel used.

2. Siloed Communication Systems

 

Let's look at a couple of examples of siloed communication systems.

Departmental Silos: In a traditional setup, different departments within a company may use separate communication systems. For example, the sales team might use one CRM system, while the customer service team uses another. This can lead to disjointed communication and difficulty in sharing information across departments.

Channel-Specific Tools: Some businesses use different tools for managing different communication channels, such as one tool for email, another for phone calls, and yet another for social media. This can result in agents having to switch between multiple tools to manage customer inquiries, leading to inefficiencies and potential errors.

Impact of Siloed Communication Systems

Lagging Response Times: When communication between businesses and customers is cluttered across different platforms, systems, and mediums, it has a direct effect on the response time. Agents have no other options here, that’s why the customer perception can be negative due to prolonged time delays.

Inconsistent Communication: The inconsistency in communication due to siloed systems can result in multiple departments and agents, they don’t have any system to stay connected with the customer from all touchpoints. This inconsistency can confuse customers, make them lose their trust in the company, and lead them to never come back in the future.

How to resolve the departmental Siloed communication issues?

Breaking Siloed Communication Systems with Genesys Cloud CX

Genesys Cloud CX offers an interconnected platform for managing all the communication mediums, resolving all the silos on departments and tools levels.

The platform can easily be integrated with the CRM system and all other tools of the company, ensuring all the agents have their relevant access to get useful information on customer inquiries, and it leads to a more satisfying journey for customers.

 

3. Inconsistent Messaging

 

Here are some real-life examples of inconsistent messaging customers may face with.

Marketing Promotions: Suppose, a customer of your company receives an email from your side regarding any kind of discount on your specific products/services for any special ongoing event, now customer wants to know more about it, and they decide to visit the website, on the website the discount was not applied because it was very specific. Inconsistency occurred, and on this point, the customer left your website with a bad experience.

General Product Information: A customer goes through one of your products or services on a social platform such as Instagram, he reads the description quickly and decides to visit the company’s website. On your website, the description is not the same as it was on social media. This inconsistency can lead to breaking the customer’s trust.

Impact of Inconsistent Messaging

Confusions: Inconsistent messaging can create confusion and negative brand perception in customers’ minds, and make it difficult for them to understand the value proposition of a product or service.

Loss of Trust: If you are inconsistent with your product/service information sharing, then this can be a direct threat to your business loss, customers immediately get a negative impact whenever an inconsistency occurs.

Resolving Inconsistent Messaging with Genesys Cloud CX

Genesys Cloud CX helps businesses maintain consistent messaging across all channels, social media, and websites by providing agents with access to up-to-date and accurate information.

The system enables businesses to create and manage messaging templates that can be double-checked before they are used across channels.

 

About the Genesys Solution - Unified Omnichannel Communication

 

1. Seamless Integration of Communication Channels

 

Genesys Cloud CX integrates various communication channels, such as email, chat, social media, website, and voice assistant, into a single fully-fledged platform that ensures efficient omnichannel communication for customer service.

This seamless integration allows customers to start conversations on any channel and seamlessly switch to another without losing context.

Genesys is a leader in omnichannel customer experience & contact center solutions, trusted by 10000+ companies in over 100 countries.

Real-Life Example: Let’s say, a customer of your company starts an inquiry about a product on your website chat support. The conversation goes deeper, and the customer switches to a phone call, the agent on chat support exits, and a different call support agent is onboarding the customer having all the history of the chat, this will avoid repetition of the information and it will seamlessly enhance the customer experience.

Benefits:

• Enhanced Customer Experience. First-time customers appreciate the ability to switch between various channels and mediums without repeating previous information, all customers find it very professional and the company is more likely to enhance the customer experience.
• Higher Efficiency. Agents can now manage the entire customer interactions from the first message using a single platform, with all necessary data and additional information at their fingertips.

 

2. Unified Platform for Smooth Communication Across Any Channels

 

Genesys Cloud CX offers a fully-fledged centralized platform for managing and monitoring all the communication channels of the company on a single system. The platform equips agents to monitor and report customer interactions at every touchpoint, empowering businesses to track customers' behaviors and identify trends and analytics across all channels.

Benefits:

• Centralized Platform for Managing Channels. There is no need to switch between tools and screens, agents can easily manage customer interactions across all touchpoints through a single interface.
• Seamless Integration with CRM Systems. All data from the contact center can be stored in a CRM system with seamless integration, providing agents with a 360-degree view of customer information at any time.

 

3. Customer Experience Management with Contextual Awareness

 

Genesys Cloud CX provides real-time and relevant suggestions for agents during customer interactions, this feature helps agents to answer complex queries of customers without any inconsistency, or pauses.

Several agents are working on different communication channels for fulfilling the customer’s inquiries, having the context and awareness of where the customer left off in the last discussion really helps agents to save time and avoid any confusion, also it's very good for customers, they don’t need to face long delays, inconsistency, and repetition of information.

Real-Life Example: A customer initiates a call to inquire about one of their pending orders. The call agent will immediately get a pop-up with the complete order status of the customer, and now the agent can easily answer the customer’s inquiry effectively without making any pause or switching to another agent.

Benefits:

• Enhanced Customer Loyalty. Customers are pleased when agents are aware of who they are and what the nature of their inquiry is, resulting in an increasing sense of the agent's professionalism and the company as a whole.
• Increased Agent Productivity. Agents don’t need to ask a client to explain an inquiry one more time, all interaction history and communication notes are available for an agent immediately, so they can dive into the conversation skipping routine questions.

 

4. Seamless Routing for Directing Customers to the Right Agent

 

One of the core capabilities of Genesys Cloud CX is to route customers to the right agents using advanced routing algorithms based on pre-defined criteria such as agent availability, skill set, and customer priority to automatically connect the customer to the most optimal agent and handle their query most effectively.

Real-Life Example: Let's suppose, a customer starts a chat through the company's Facebook handle, they want to know about a specific product. Now the routing algorithm will work and will direct the message to one of the agents who has the expertise in handling this kind of inquiries. This ensures the customer gets the fastest response time and gets the most accurate information.

Benefits:

• Faster Response Times. Instead of searching for answers, the right agents can resolve customer inquiries faster, providing quality service and professional responses.
• Higher Customer Satisfaction. Fast case resolution and high-quality services increase the value of the company to the client and improve CSAT scores.

 

5. Handling Routine Inquiries with Automated Response and Self-Service Options

 

Genesys Cloud CX provides automated response capabilities, these features include intelligent chatbots, and interactive voice response (IVR) systems, to handle general routine inquiries and guide customers to self-service options. Businesses can use these features to provide 24/7 support to their customers and solve more routine inquiries efficiently.

Real-Life Example: Let’s say a customer visits your website and starts a chat to know about the store hours, or festive day offs. A chatbot will take this inquiry and fulfill it immediately based on the previously fed data into its intelligent systems. They can also offer appointments on available time slots.

Benefits:

• Improved Efficiency. Auto-response and self-service options can handle numerous requests simultaneously allowing customers to resolve simple questions themselves in a matter of moments.
• Increased Availability. Agents can resolve more cases and have more time for more complicated inquiries that require human assistance by leaving routine questions to chatbots.

 

6. Tracking and Analyzing Customer Interactions with Custom Analytics

 

Genesys Cloud CX offers comprehensive analytics dashboard tools that can be used by companies to track and analyze customer interactions across channels. Businesses can customize reports based on their needs and get actionable insights by tracking customer experience analytics, allowing them to optimize their omnichannel strategies.

Real-Life Example: Let's say a business uses Genesys Cloud CX to track and monitor their customer's interactions across their website, social handles, and contact center. The tools and features show that customers with higher engagement in social media are most likely to make a purchase in a specific period, this can lead to more business, and help the company's marketing team to plan social media marketing strategies accordingly.

Benefits:

• Data-Driven Insights. Customizable reports with score rates and analytics data for every interaction show a real-time picture of contact center performance.
• Optimization Opportunities. With all the necessary data at their fingertips, companies can adapt to changing customer preferences and proactively address potential issues.

 

The Benefits of Using Genesys Cloud CX

 

1. Improved Customer Experience

 

Genesys contact center helps businesses ensure a consistent and personalized experience for customers across multiple communication channels. Customers love the transitions without pauses, and it simply leads to higher satisfaction for them.

2. Contact Center Automation

 

Genesys Cloud CX offers contact center automation features under its cloud contact center solutions.

The comprehensive features are intelligent call routing and automatic call distribution. This helps streamline customer interactions and improve the efficiency of agents.

This seamless and hassle-free automation reduces delays for customers and ensures that all customer inquiries are directed to the right agents in no time.

Agents can always track the contact center analytics to gain useful insights into their customer's journeys and preferences to further optimize the customer experience personalization.

3. Proactive Engagement

 

Analytics and Insights from Genesys customer experience solution empower businesses to find opportunities for proactive engagement with their current and potential customers.

Businesses are encouraged to use these insights to reach out to customers with targeted offers, increasing the chances of conversions.

4. Personalized Communication

 

With a cloud-based contact center, businesses can tailor their communication based on customer journey, data, and preferences.

This feature helps businesses create a personal touch and long-term relationships with customers and enables customer journey optimization.

5. Enhanced Agent’s Productivity

 

Genesys Cloud CX helps agents manage all the interactions, communication, and experience of their customers from a single view system and dashboard.

This can simply lead to higher productivity levels and more efficient customer service.

6. Higher Conversion Rates

 

Undoubtedly, the enhanced customer experience, proactive engagement, and having a personal touch in the communication are the keys to high conversation rates. Genesys Cloud CX is a leading customer engagement platform, that can lead to higher conversion rates.

Companies can convert more customer engagement into sales by delivering a seamless and personalized experience across all channels.

 

Conclusion

 

We finished up a long discussion to make you understand the needs, and benefits of Genesys Cloud CX. This fully-fledged system helps you master omnichannel engagement which is essential for businesses looking to convert messages into clients effectively.

Genesys Cloud CX provides robust solutions for almost all businesses to manage omnichannel interactions and communication efficiently. It ensures consistency across channels and empowers businesses to monitor customer analytics with high-quality customer experience personalization across all touchpoints.

By adapting Genesys Cloud CX, businesses can seamlessly interact with customers, streamline their operations, deliver personalized experiences to their customers, and drive more loyalty and conversions.