Genesys
Seamless, personalized customer interactions with AI-powered bots and proactive messaging.
Genesys Web Messaging is a powerful tool that goes beyond live chat to provide seamless and personalized customer interactions. With its comprehensive features and benefits, it enables businesses to enhance customer experiences, empower agents, automate tasks, and ensure security and data protection.
At its core, Genesys Web Messaging allows businesses to answer customer questions and provide product information at the right moment. Whether customers are browsing a website, looking for specific information, or seeking assistance, this tool enables businesses to engage with them in real-time and provide the support they need.
One of the key advantages of Genesys Web Messaging is its ability to seamlessly transition from a chatbot to an agent with full context and visibility. It leverages AI-powered bots and customizable conversation flows to efficiently serve website visitors. When a customer requires more personalized assistance, the conversation can be easily escalated to a live agent who has access to the entire chat history, enabling a smooth transition and avoiding repetitive questions.
In addition, Genesys Web Messaging offers a range of features to enhance engagements and personalize the customer experience. Agents can share files, start co-browsing sessions, or escalate to a phone call with just one click, making it easier to provide the necessary information and support. Quick replies, cards, emojis, and file attachments can be used to engage customers and make interactions more interactive and engaging.
Proactive messaging and automation are also key features of Genesys Web Messaging. Businesses can trigger conversations based on business rules, web behavior, and customer profiles, ensuring timely and relevant interactions. Automated bots can handle routine tasks, reducing operational costs and freeing up agents’ time for more complex inquiries. The tool also allows for the configuration and integration of third-party applications, enabling customized business flows and seamless customer experiences.
Customer and employee satisfaction is a top priority for any business, and Genesys Web Messaging helps achieve this by providing a high level of customer satisfaction and empowering agents. Web chat has been shown to have the highest customer satisfaction level, and Genesys has been recognized as a Leader in the 2023 Gartner Magic Quadrant for Contact Center as a Service. The tool enables agents to serve multiple asynchronous conversations efficiently, enhancing efficiency and staffing. Agents can also benefit from a unified workspace and quick transition between digital channels, ensuring a seamless and consistent customer experience.
Security and data protection are critical considerations in today’s digital landscape, and Genesys Web Messaging addresses these concerns. It ensures secure and encrypted conversations with HTTPS and TLS protocols, protecting sensitive information. Co-browse masking functionality allows businesses to hide sensitive information during co-browsing sessions. Web messaging can be authenticated for verified user sessions, and conversations can be resumed across devices, ensuring responsiveness at any time. This makes Genesys Web Messaging a reliable and trusted solution for both enterprise and small business organizations.
In summary, Genesys Web Messaging is a comprehensive tool that enables businesses to provide seamless and personalized customer interactions. With its range of features and benefits, it enhances customer experiences, empowers agents, automates tasks, and ensures security and data protection. By leveraging AI-powered bots, customizable conversation flows, and proactive messaging, businesses can deliver empathetic experiences, engage customers 24/7, and reduce operational costs. With its high customer satisfaction level, recognized leadership, and focus on security, Genesys Web Messaging is the ideal solution for businesses looking to enhance their customer engagement strategies.