The Path to Successfully Integrating New Customer Experience Solutions

Imagine that you are responsible for improving the CX in your company. After analyzing your company’s current situation, you conclude that you need to automate part of the processes. For this, you plan to purchase a customer experience management solution on the market. You've spent dozens of hours researching existing market products. You have spoken with sales managers from several companies and read dozens of different reviews about the best customer experience platforms. Finally, you choose one of the products, and it’s exactly what you need. YouTube videos are perfect. The brochures you read are written as if they are ideal for your company and situation. The functionality of the app is fantastic, and you are already planning to use several new channels of communication with your customers. You are confident that you will create top software for customers. You've always wanted to add a chatbot, and the app promises to make it easier than ever. Yes, there are some negative reviews, but they are not written about you, and the shortcomings described in them are not critical to your situation. Besides, if the product was truly bad, there would be no good reviews, right? You might as well act now and move forward with this product because what could go wrong? Well, let’s find out.

Problem No. 1: “Get to reviews”

Why did we title this section that? Because those who could not overcome it do not leave reviews. Why?

So, you have chosen the perfect program for you. You have collected all the materials, prepared all the offers, received a discount from the manager, or even signed up for a free trial period. It’s a no-brainer: just get your CEO’s approval, and you can start building the best CX process in the industry. But suddenly, the IT director or CTO opposes the implementation of a new CX solution. Worst of all, the CFO fully supports him. You may be left with several questions. Do they not like you? Are they against all change? Try to suppress the decision and insist on your own. Are there enough arguments and authority for this? If it works out, but something goes wrong, wouldn’t you be blamed for it? Why would they oppose your idea?

At first glance, it may seem that everything is really so, but it is worth delving deeper into the matter. Rest assured: everyone has their own area of responsibility that has little to do with personal relationships. The IT department likely understands the infrastructure more than you do and knows how to anticipate potential problems. Financial management may also object based on past negative experiences with implementing other projects: namely, when the final costs significantly exceed the initial estimates and budget. Building a data integration system requires significant upfront work. Explore these issues more deeply and try to see them from others’ points of view.

Furthermore, try to involve the IT department and the CTO as early as possible in the decision-making process, and work together with them. You should also decide whether to engage a third-party integrator for comprehensive research. But specialists who thoroughly understand this complex system will provide several benefits, and they will provide insight into all facets of this solution.

With this team, determine what parts of the existing IT infrastructure will need to be integrated with the new customer experience software and calculate all the steps and risks. Then, choose between a cloud and an on-premises system. An on-premises system will always be safer and more secure, but also keep in mind that it is fairly complex. The cloud provides full functionality at a reasonable price, as it does not require any upfront investment. In addition, cloud software offers mobility and flexibility, which are among the strongest features of this solution. This enables your employees to work from anywhere at any time, resulting in higher levels of engagement.

In the next step of the planning process, your team needs to evaluate and select the resources necessary for the implementation of the plan. The financial component, which can include payment for a month of using the program, is significant. Human resources are no less important because they will be responsible for the implementation of the program.

For successful setup and integration, involve specialists who know the program well and will help with their experience. These people have experience using this solution, certificates, and knowledge of integrator technologies. They can help create a plan for the ideal implementation of an integrated system in your company. Their expertise can provide a full assessment of the installation, including time and money constraints.

If you take the right first step and implement it correctly, you will start the process of integrating your solution and be able to write your own review.

Problem No. 2: “I’m uncomfortable”

You have successfully passed the first phase and approved the process of improving CX with new integration programs. The system starts working, but you soon face resistance from the operator who uses the system and serves your customers. The performer complains about the inconvenience of the system, and they are used to working with the existing program. What is the matter? You’ve done so much to implement integration with digital CX solutions, but the operator doesn’t want to work with it. Maybe they just don’t understand her?

Previously, when the operator worked with the old system, he simply had a separate telephone line on which a call came and a program was opened, where he then entered information about the client’s problems. Calls are now made through a digital line and received through the app. The operator takes the call but enters the information in the old application, which is not integrated into the new system. During a conversation, the operator also has to switch between different windows. He starts searching and switching, he has problems, and he gets uncomfortable. If the operator has to spend time switching between different windows instead of serving the customer, it will be a major problem.

Manager training also is a long but important process. When the operator begins training, the program at first glance seems complex with several applications to understand, and you receive negative feedback about the program. Furthermore, it is worth remembering that we are all very sensitive to change. Most people fear losing their jobs, and too many give way to modern automation. Your operators will decide that this is the first step toward replacing them.

However, new technologies are not designed to take away work but to allow people to focus on complex, interesting tasks instead of boring current affairs. Thus, it is possible to cooperate productively with him. It is also worth remembering that progress is impossible without the latest tools.

Properly preparing the onboarding and training process for staff is key, as the success of the customer experience depends on interaction with them. Choose the best specialists who understand how to teach work in a new system with many opportunities.

Modern systems and solutions can combine with old programs and make them more efficient. The Genesys cloud solution is the right CX technology solution with a huge baggage of settings for customer interaction. In addition to its wide customization capabilities, Genesys has over 220 APIs that can perform any task. Along with a wide range of tools and capabilities, the open architecture makes it easy to integrate it with existing systems or extend functionality. Managers can easily master the intuitive interface to create a more personalized, responsive customer experience. These systems will help integrate everything, and the operator will do everything in one window. Additionally, this application gives the operator the necessary hints and tools in the process of work.

Now the operator can work with several transactions at the same time. Each step is accompanied by hints. This way, he can quickly and easily predict the next one. At any moment, the manager will be able to open the history of cooperation with the consumer, orient himself, and offer something desirable.

By properly integrating the CX application with all the necessary applications, the operator will have all the necessary information in one window and have instant access to it. Thanks to the competent support of service center specialists, you will be able to make this reincarnation the least painful. Specialists can help adjust the program to your workflow, and operators will be grateful for the convenience of work and show the result.

Problem No. 3: “Reporting”

While looking through the reviews, you come across one that describes issues with the Genesys reports. At first, you didn’t pay attention to issues, and now you need to create a report for your boss. Then it turns out that you have a problem creating it, and you remember this review. “Why didn’t I deal with this review earlier?”, you might think. If you had, there would be no such inconveniences now. Perhaps you needed to plan everything more thoroughly in order to maximally calculate all possibilities for the development of events.

Of course, the problem could also be that you don’t know how to create the report you need or that the solution you need requires customization from you: for example, when you have certain KPIs to report to the management, it is more difficult for you to get them because only you use this indicator.

Each company has its own business processes, so it is impossible to make one report for everyone. Because some companies consider certain metrics or filters unimportant, while others claim that on top of all that, they need additional parameters that others don’t use. Each company has its own final set of parameters and settings.

The fundamental problem in these situations is that companies see these programs as sacred objects that cannot be changed or adapted. This is a flawed mindset, however. There are no one-size-fits-all solutions, and it’s good if new software fully matches business processes. In this case, the main aspect to consider is not the program, but the settings. These can help you can adjust many things to your own liking and needs. Otherwise, you need to adapt the software to the business processes or the processes to the software.

If you have correctly approached and implemented the solution of the integration process, then you have likely already solved this problem. If not, then you can use the following algorithm:

1. Try to solve problems with built-in tools. High-quality modern solutions provide a wide field for customization and integration with the aid of artificial intelligence. It will help you with workspace integration, industry optimization, and workflow integration to automate tasks.
2. If you can’t solve it, search the app store; modern solutions usually have an app store where you can find solutions. For example, Genesys already includes more than 220 built-in integrated programs that are sure to help you find the perfect solution for your business. Application data includes real-time and historical reporting, enterprise data warehouse and business intelligence layers, AI-powered speech and text analytics, and more. The program’s extensive feature set includes case and task management, workflow and automation, CRM, and a knowledge base.
3. If the first two methods did not solve the problem, then you can use the capabilities of API and develop your own add-ons, customize it for yourself, and add new functions. Thanks to the Genesys Community, Genesys Idea Lab, and Genesys Support, there are many ways to troubleshoot and improve reporting and analytics, as well as the ability to export data through APIs.

The support of a reliable specialist is absolutely necessary to adapt your business processes. You will be able to easily get them and work with them. Dedicated professionals will help you with the indicators and metrics you track. Specialists will help you choose the most necessary for you and will support you during this process. They will help you through all the steps on the way to boost the customer experience with the most efficient use of all resources.

Do not be afraid to adapt the solution to your situation: change the criteria, combine, and supplement. It is necessary to make the incomprehensible understandable.

Conclusion

Modern CX solutions such as Genesys Cloud CX contain great tools to improve your customer experience. But the wrong process of integrating them can negate all the benefits. This process requires perfect coordination and cooperation of all resources and, having done everything correctly with the help of specialists, you will obtain the perfect solution for you. Every well-planned detail and step will pay off and facilitate the flow of processes for better productivity.

Your CX will take you to great heights, and you’ll save money and time by designing the perfect plan. You will definitely leave a positive review, and your employees will start work every day with pleasure. Most importantly, your customers will feel that you understand and value them, and they will feel ensured that their problems are resolved quickly. As we all know, a satisfied customer returns more often and is willing to pay more money.