Your customers want to engage with you. The key to growing your business today is being where your customers are and engaging them — anytime, anywhere. Your customers already use e-mail, chat, social media and text messaging as primary forms of communication. Is your business tapping into these channels to deliver a customer experience that is convenient, personalized, and fulfilling?
You know your customers are using the Web to conduct research, make purchases, resolve issues, and share opinions. We all do this. It’s the nature of our consumer society. Many of your customers share their interactions with your company via social networking. Your business can capture this knowledge to improve product offerings and support — and to strengthen your competitive position.
The difficulty is that, all too often, customer service, marketing and sales efforts are fragmented into “silos” scattered throughout various functional departments and lines of business, with no visibility into previous customer interactions across different channels. Because of this, the quality of the customer experience can be inconsistent.
Genesys eServices enable cross-channel conversations that deliver a consistent experience as customer’s transition between various channels. By creating a single conversation over time ― across phone, Web, and mobile channels ― you can more effectively engage your customers, and meet growth and customer satisfaction objectives.
It’s all about the ability to intelligently integrate all communications into a single flow that uses the same business logic to distribute interactions to the right resources together with complete customer information, also allows you to reach out to customers via online messages, rich-media channels, and proactive chat sessions that can enable you to turn Web visitors into buyers.