by Becky Roemen
The phrase “business as usual” no longer carries the universal meaning it once did. Since COVID-19, companies are not operating as they once did – nor are their customers. In our “new normal,” customers understand that many businesses are operating differently, and are open to the new interactions and opportunities that the shifting business world brings.
In this chaotic environment, empowering your organization to stand out as one of the few who provide exceptional experiences can change the perceptions customers have of your brand forever.
Genesys Cloud is a powerful solution that can enable your brand to proactively engage with the transforming world of business and positively impact the experience that you provide your customers. By providing frictionless interactions and decreasing customer effort, Genesys Cloud elevates experiences and ultimately improving the opinion your customers hold.
Empower Innovative Solutions
By utilizing cloud technology, your organization is empowered to implement innovative solutions that provide exceptional customer experiences. The cloud technology your business uses should allow your company to meet your customers where they are and lower the effort they exert to interact with you. When even the simplest task becomes easier for your customer, their experience is improved, and their perception of your brand rises. For example, allowing for account changes to be made through a chatbot instead of speaking to a live agent can streamline a key process and improve that customers’ overall experience.
Self-service options and biometric authentication are great places to start when considering opportunities for frictionless customer experiences. Your customers are not interested in getting stuck in a phone queue or providing an excess of information that consumes their time. By offering them options to engage with you differently, you can transform their feelings about reaching out again in the future.
These options can also lower the overall effort needed to connect with your business. Reduced customer effort means that experience feels seamless, giving customers a positive feeling the next time they need to connect with you. Customers will no longer associate your business with stress, allowing your organization to be more transparent with them about what to expect each time.
Now more than ever it is time to rethink how we interact with customers. With a lack of face-to-face interactions, the ever-growing backlog of phone calls, the rising need for automation, and skyrocketing fraud claims, finding solutions to your most urgent issues can feel overwhelming. Avtex is here to help. Watch our recent webinar as we explore some of the top strategies that have proven invaluable in helping our clients realign their CX and change how they do business.
Frictionless Experiences Through Genesys Cloud
At Avtex, we know that Genesys Cloud is one of the most powerful, adaptable, and trustworthy cloud-based contact center solutions on the market. Compared to on-premise technology and other cloud solutions, Genesys Cloud offers unmatched capabilities that can play a significant role in enhancing CX. For example, Genesys Cloud’s integrated and easily implemented bots and social media handling tools can quickly elevate your contact center to the next level.
When considering Genesys Cloud, a primary decision driver for many of our clients is the abundance of optional add-on components. There is no longer a single option that can create roadblocks when connectivity issues occur or when a system is overwhelmed. Genesys Cloud eliminates many of the potential connection issues legacy previous systems experience and creates a frictionless experience for both customers and the members of your team.
As the common definition of the workplace changes, we have seen many of our clients moving towards only providing cloud contact center options. These companies are focused on delivering the most seamless and user-friendly experience for their employees and customers, and they have found that Genesys Cloud allows them to focus on ensuring each customer has an exceptional experience.
The Right Partner for a Custom Solution
Expectations have changed about how to best provide an exceptional experience for customers. Every day there are new items to consider as expectations evolve, and the world of business continues to shift. At Avtex, we are proud to help our clients provide better experiences for their customers. We understand that every company has different circumstances, but we believe that all brands benefit by putting customer experience first.
As one of the longest standing Genesys partners, we have the knowledge, experience, and passion needed to deliver innovative and customized solutions using industry-leading Genesys technologies. Our familiarity with Genesys solutions, and specifically Genesys Cloud, make us the premier partner to implement these options.
Regardless of your role or title within your organization, if you are an ambassador for customer experience in your organization, we want to partner with you to create a custom Genesys Cloud solution that creates frictionless experiences, empowers your business and provides the adaptability that your brand needs to succeed in our evolving world.