In an era where customer experience rules, true differentiation requires intuitive and natural conversations. Asynchronous messaging gives you the ability to serve customers on their terms, as time allows. By integrating native messaging apps with automation, AI and assisted service, you deliver effortless and intuitive conversations that your customers will love.
When customers interact with a business, they often have to delay the start of an interaction until they have enough time to work with an agent or automation system. And that’s increasingly unreasonable. Asynchronous messaging lets customers communicate with you during moments of found time, dramatically reducing their required effort—even for complex issues.
Customers expect to move between channels with ease—from messaging to voice, to the website, and back to messaging. Asynchronous messaging lets your customer continue the conversation where they left off, to provide consent or additional information—even if that conversation has been inactive for some time. Let your customer service, marketing and sales teams leverage context across all channels.
Microapps are small, embeddable applications that provide a predefined, modular set of capabilities to accomplish a specific user task. Today, all major messaging platforms support in-mode apps or app extensions that can be launched, automatically triggered or even pushed to customers to help them complete tasks directly within the messaging interface.
The Genesys Customer Experience Platform extends automation apps in your IVR—through the website or mobile application—to the asynchronous messaging dialogue or application. In-message apps, application extensions and mini-programs give customers easy access to common interactions, such as authentication, payment processing and appointments.
Asynchronous messaging isn’t in real time, so it offers the opportunity to decrease staffing requirements in contact centres. A single agent can handle multiple messaging sessions at once. This means that they can effectively switch between conversations, which alleviates the service pressure on agents because service peaks are spread out. Messaging enables all customers to send requests and lets service teams respond as fast as possible. This creates the potential for much higher capacity rule settings compared to chat or voice calls.
Genesys omnichannel supports on-premises, cloud or hybrid deployments. With this scalable platform, you’ll improve the total cost of ownership, deliver better results and be ready for future challenges.
