Help your customers complete their web-forms. Win more customers.

Organizations around the world are investing tons of money to create and build a seamless customer journey. Now, with Genesys’s new feature, Co-browsing & Screen Sharing, customers can have an easier customer journey. This new add-on can help agents solve customer issues (online forms) in no time; without wasting their precious time. Let’s look at this example: Adam, wants to register for a house insurance policy. He then Google searches for some insurance companies, where he chooses one and starts filling out the online form. Finishing out the first process “Your Details”, and moving on to the next one “Your Property”, Adam got stuck in answering one of the required questions: “Is the property built of standard construction (Brick walls & tiled roof)”. How can an agent help him? Of course, calling or chatting with one of them will be useless without an agent virtually seeing what’s on Adam’s screen. So how did Genesys innovatively solve this problem for contact centers?

Co-browsing & Screen Sharing

Kristen Robertson

President, KR Consulting, Inc.

Industry research firm, SQM