Anana Multichannel and Multimedia Solutions
The key to growing your business today is being where your customers are and engaging them — any time, anywhere with methods that are convenient to them. Your customers already use e-mail, chat, and text messaging as primary forms of communication, and your business can tap into these channels to deliver a customer experience that is convenient, competent, personalized, and proactive. Furthermore, your customers routinely use the Web to conduct research, resolve issues, and share opinions regarding 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 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 customer service delivery can be inconsistent.
Genesys "eServices" integrated by Anana enable cross-channel conversations that deliver a consistent experience as customers transition to non-voice 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. The ability to intelligently integrate all communications into a single flow that uses the same business logic to route interactions to the right agent 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.
Advantages:
- Reduces the cost of existing face-to-face and call center support channels
- Gives you a competitive advantage in building customer loyalty ― which reduces churn and, therefore, costs
- Grows your business by engaging with customers and prospects to identify the best sales opportunities through their preferred channel in real time
- Allows your business to tap into a much wider range of customers and their purchasing power
- Enables you to increase your portfolio of offerings without expanding staff or infrastructure
- Provides agents with the information they need to quickly solve the customer's inquiry on first contact
- Increases customer satisfaction with a consistently satisfying experience across all channels
