The pressures to deliver on today’s customer expectations are intense. Customers expect seamless service journeys, no matter how many people, and Service Now
channels or departments are involv. And they’ll quickly shift to your competitors when their expectations go unmet. In fact, “The State of Customer Experience” report shows that more than half of customers survey will switch after just two to five negative interactions.
In the contact center, workforce turnover is high
Draining knowledge and the investments your business has made in hiring and training staff. And while yesterday’s point solutions for supporting phone number list your workforce were quick and easy to acquire, they’re now proving difficult to weave together into a comprehensive, connecte tech stack.
Customer service teams tie these manual processes and silo technologies together themselves, leading to frustrating and time-consuming experiences for both your customers and employees. This inefficient “human middleware” approach contributes to poor customer experiences (CX) — and can cost your organization money.
Last year, Genesys announce a new strategic partnership with
Service Now to explore how our companies and platforms could come together to solve these challenges. And, as Olivier Jouve, Chief Product Officer at
Genesys, not, “Bringing our platforms closer the role of marketing and inside sales in lead qualification together will give our customers choice and flexibility as they work to elevate their customer and employee experiences.”
Today, I’m thrille to share that Unifie Experience from
Genesys and ServiceNow is now available on the ServiceNow Store and the AppFoundry® Marketplace.
In this article, we’ll take a deep dive and Service Now into our research and findings from designing and beta-testing this new solution together. And we’ll examine the 3 key elements that will help you
deliver the unifie experience your customers and employees expect.
1. Centralize Interaction and Work Routing
Deploying multiple systems to route and manage different channels and other systems entirely to assign and automate work across middle- and bahrain lists back-office teams can negatively affect not only your ability to deliver world-class service, but also your bottom line.
Customers are often forc to repeat themselves when they switch
communication channels. Frontline and Service Now agents receive work that doesn’t always align to their skillsets, and they must shift through multiple applications to gather information. This can only add to their frustration. The business is left with redundant tech systems that must be constantly
maintaine to keep operational – raising IT budgets year after year.