Genesys Chat

What is Genesys Chat?

As a rule, at visit of the website of this or that company clients prefer to use services of self-service, however is frequent when shopping or carrying out transactions there is a need for the qualified help. According to the researches Gartner, 65% of the transactions of self-service made in network come to the end with connection with the agent.

An opportunity to receive the effective help in a situation when services of self-service appear insufficiently, raises degree of customer satisfaction and his trust to a brand. The online chat allows the client to overcome quickly difficulty by means of real-life communication with the agent.

Genesys Chat gives the chance in real time to give support to consumers in the Internet. Agents can initiate communication with clients or begin dialog in response to the invitation. The format of a chat allows specialists of a support service quickly and to respond accurately to the requests of clients.

For whom Genesys Chat is intended?

For any company performing customer service via the Internet regardless of its field of activity.

For what Genesys Chat is necessary?

Genesys-Chat can be used:

• for communication with potential buyers and rendering the help to them when choosing a product;
• for a customer support, already using this or that product or service.

What main advantages of use of Genesys Chat?

• Probability of acquisition of a product by the client as the agent can come to the rescue if the client is not confident in the choice increases.
• The cost of customer interaction thanks to transition of communication to less expensive communication channel falls.
• There is an opportunity to use agents with the good level of written communication, but not really high skills of speech communication (especially in combination with other nonverbal channels of service).

Whether integration of Genesys Chat into other solutions of Genesys is obligatory?

Genesys Chat can be set as separately, and having integrated with other solutions of Genesys.

What does Genesys Chat?

• Upon transition from services of self-service to communication with the agent:
  • saves forces and the client's time;
  • increases customer satisfaction degree;
  • improves general impression from the company.

• In case of pro-active communication for goods offering or services:
  • reduces outflow of clients;
  • increases purchase probability;
  • increases the average cost of the order.

What advantages of Genesys Chat?

Genesys Chat gives of ability to integrate, setup and the choice of the options suitable for each case. Its important advantage – an opportunity use at mutually integrated multi-channel communication, for example, in combination with Conversation Manager and Proactive Engagement does Genesys Chat by the most interesting offer in the segment.

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