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Effective URL: https://www.genesys.com/capabilities/live-chat-software
Submission: On September 19 via manual from CA — Scanned from CA
Effective URL: https://www.genesys.com/capabilities/live-chat-software
Submission: On September 19 via manual from CA — Scanned from CA
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Stand out from the competition in A Bold New Way. Watch Xperience on-demand now. * +1.888.436.3797 * Support & Services Open a support case Contact Support Community Customer Success & Services Genesys Knowledge Network Training and Certification * Support & Services Open a support case Contact Support Community Customer Success & Services Genesys Knowledge Network Training and Certification * Status * Company * Search * Login Genesys Cloud CX 1 Genesys DX Consultant Portal Knowledge Network * Login Genesys Cloud CX Genesys DX Consultant Portal Knowledge Network * Home * Solutions The State of Customer Experience A new paradigm: Personalized, empathetic experiences at scale Get the report BY INDUSTRY Retail Personalize the shopping experience with a connected journey. Financial services Transform banking engagement with seamless experiences across channels. Government Deliver on the promise of digital government. Healthcare Create secure, connected patient experiences at every touchpoint. All Solutions BY ORG TYPE Enterprise Manage complex experiences with enterprise contact center software. SMB Deliver big customer experiences with small business solutions. Mid-sized Drive custom experiences at scale with agile, flexible solutions. * Products Capabilities Contact center software Run your contact center with software that makes great customer experience easy. Digital Be in touch anywhere, anytime with an all-in-one suite of digital channels. AI and automation Power your contact center with Genesys AI for personalized experiences at scale. All Capabilities Workforce engagement Attract, nurture and retain the best agents for your call center. Integrations and apps Craft a custom call center with apps and integrations. Customer journey management Use journey data, analytics and orchestration to improve CX and business outcomes. All Capabilities Products Genesys Cloud CX Power deeply connected experiences through the seamless, all-in-one contact center solution. Pointillist® Optimize customer journeys with an end-to-end customer journey management solution. Exceed.ai by Genesys Automate conversations, schedule meetings and grow revenue at scale with an AI virtual sales assistant. All Products All Products * Partners Find a partner If you're looking for help, our powerful partner ecosystem is ready to support. Get started Partner overview and programs Reach new heights with your clients, offering them guidance and our market-leading solutions. Strategic alliances Benefit from our alliances with global technology brands and integrations with platforms your customers use. Channel partners Set your customers up for long-term success with market-leading solutions from Genesys. Independent consultants Gain the support and access you need to stay informed on all things Genesys. Technology and AppFoundry partners Solve Genesys users' needs and enhance experiences by creating solutions and selling them in our AppFoundry Marketplace. Global system integrators Simplify your customer experience transformation with proven methodologies that connect people, processes and technology. Partner login Existing Genesys partners can log into the portal now. * Why Genesys Calculate your TCO for Genesys Cloud CX Get customized results in 3 simple steps Get started The Genesys Edge Trust and security See how Genesys solutions meet and exceed modern security standards. Customer success and services Choose a dedicated partner that works with you before, during and after your deployment. Beyond Discover a community of continuous learning and innovation for customer experience professionals. Who we are Our vision Create experiences rooted in empathy — to build trust and earn loyalty. Our customers See how Genesys call center and customer experience solutions help businesses succeed. Our story Learn about Genesys and discover why we’re trusted by 7,000 companies worldwide. * Resources Genesys named a Leader in the 2023 Gartner ®Magic Quadrant™ for contact center as a service Get the report We Can Help All resources Discover the latest research, reports and resources to deliver better experiences. Blog and podcasts Gain insights from Genesys customers, industry experts, thought leaders and more. Developer tools Extend functionality without directly using an API. No programming required. Webinars and events Save the date for these upcoming Genesys events and webinars — virtual and in-person. Customer stories See how Genesys solutions help organizations succeed. Demos Explore the latest Genesys capabilities with short, on-demand demos. * Pricing * GO BEYOND LIVE CHAT WITH GENESYS WEB MESSAGING Continue the conversation 24/7 with our native asynchronous chat solution Request a demo Request a demo Try for free Tour the product Request a quote Request a demo Try for free Tour the product Request a quote ENGAGE AND CONVERT PROSPECTS WITH WEB MESSAGING SAY GOODBYE TO LOST CONVERSATIONS Answer questions and provide product information at the right moment — any time — with web messaging. HEAR CUSTOMER CONCERNS THE FIRST TIME Seamlessly transition from a chatbot to an agent while retaining full context and visibility. GIVE YOUR AGENTS ONE TOOL TO DO IT ALL Share files, start a co-browse session or escalate to a phone call with just one click through our unified desktop. MAKE AGENTS YOUR CUSTOMERS’ HEROES PROACTIVE MESSAGING Deliver empathetic experiences. Contextual business rules, like web activity and agent availability, power personalized messaging conversations. ASYNCHRONOUS CONVERSATIONS Engage 24/7, across channels. Persistent messaging lets customers continue the conversation when they want without having to repeat themselves. AI-POWERED BOTS Serve website visitors more efficiently. Automate tasks with bots or route to agents with our easy-to-tailor conversation flows and proprietary knowledge base. EASY SETUP AND CUSTOMIZATION Configure and deploy in minutes. Make updates without waiting on IT support with our no-code/low-code implementation. RICH MESSAGING EXPERIENCE Make engagements more robust, intuitive and free of friction. Use quick replies, cards, carousels, emojis and file attachments to resolve engagements faster. OMNICHANNEL AGENT INTERFACE Meet your customers where they are. From web messaging and social media to SMS — agents can engage from a single, unified view of the customer. AUTHENTICATED WEB MESSAGING Know your customers. Verify users when web messaging starts — no matter what browser they use — so agents can personalize the experience. CO-BROWSE Provide high-touch assistance. Let agents see customers’ screens in real time as they navigate your website. Seamlessly elevate a web messaging conversation to co-browse. 62% of consumers say receiving the services they need at any time in their preferred channel is the type of personalization that’s most valuable in customer service interactions The State of Customer Experience, Genesys 2023 CULTIVATE HAPPIER CUSTOMERS AND EMPLOYEES WITH GENESYS WEB MESSAGING People come to your website with a goal in mind, but sometimes they need help finishing the task. Studies show that web chat has the highest customer satisfaction level compared to other channels. And web messaging increases the odds of turning prospects into loyal customers. Customer service teams see value — and embrace it, too. Administrators can easily deploy and customize messenger on any website with limited IT involvement. They’ll see improved efficiency and optimized staffing as team members handle multiple asynchronous conversations at the same time. 2023 Gartner® Magic Quadrant™ for Contact Center as a Service GENESYS NAMED A LEADER – AND POSITIONED HIGHEST IN EXECUTION Get the Gartner report CONNECT WITH CUSTOMERS ON A CHANNEL THEY LOVE — DAY OR NIGHT WEAVE WEB MESSAGING INTO THE BROADER CONVERSATION Choose a solution in which asynchronous chat is just one of many ways to engage customers. It’s easy to navigate multiple conversations with an all-in-one, omnichannel, open platform. Reduce operational costs by automating routine, repetitive tasks. And empower agents with a unified workspace so they can quickly and easily transition from digital channels to web messaging without missing context. Give administrators the power to quickly build and customize business flow logic and integrate third-party applications. ENGAGE CUSTOMERS IN REAL TIME WITH CONFIDENCE Never miss an online opportunity. Trigger conversations at the right moment based on business rules, such as web behavior, user segmentation and customer profile. Unlike live chat solutions, web messaging gives your agents a view of the entire customer journey and conversation history without opening multiple tabs. They can also guide customers through more complex transactions. So if a customer needs guidance along the journey, your agents can assist with the option of a real-time co-browsing session. PAUSE AND PICK UP CONVERSATIONS Make it convenient to engage with your brand by giving customers the ability to pause and resume conversations — even across devices. If a customer decides to change pages, or close the messenger window, the conversation persists. This means you can be responsive at any time, even if the contact center is closed. Make experiences richer, more intuitive and free of friction for both the agent and the customer with the ability to send and receive multiple types of media content. SECURE BUSINESS AND CUSTOMER DATA Whether you’re an enterprise organization or a small business, handle sensitive information with confidence. Genesys uses Hypertext Transfer Protocol Secure (HTTPS) and Transport Layer Security (TLS) to secure and support encrypted conversations, both prior and ongoing. Personally identifiable information or sensitive information is detected and hidden in real time via our co-browse masking functionality. And with authenticated web messaging, you can set it so only verified users can initiate agent sessions. Those users then can resume their web messaging conversations from any browser on any device, ensuring seamless and secure communication. SEE WHAT OUR CUSTOMERS HAVE TO SAY > Within a three-week window time, we were able to move away from the old form > and move into Web Messaging. It’s very early days, but the results are already > showing in the calls that are coming through. We dropped 4% in rebooking > queries into the customer center after one week. — Ceri Davies, Manager, Customer Centre, Virgin Atlantic Airways > Web messaging is 25% more efficient compared to call handling, meaning we can > serve more customers without increasing headcount. And since introducing video > calls, we’ve seen a noticeable uplift in new mortgage sales. — Thom Kokhuis, Head of Conversational Banking, Rabobank Read their story SEE WHAT ELSE YOU CAN DO WITH GENESYS Chatbots Co-browse and screen share Digital customer engagement Email Knowledge management tools Predictive engagement SMS messaging Social media Virtual assistants Work automation and task routing Explore all capabilities TAKE YOUR CUSTOMER EXPERIENCE TO THE NEXT LEVEL WITH WEB MESSAGING PRACTICAL GUIDE TO WEB MESSAGING Get the guide GENESYS WEB MESSAGING See product overview IMPROVE CONTACT CENTER ROUTING RESULTS Discover best practices THE STATE OF CUSTOMER EXPERIENCE Read the report MAKE IT EASY TO STRIKE UP A CONVERSATION Request a free demo today. You’ll see how our cloud contact center software makes it easy to digitally enable your brand with web messaging. Start personalizing your online experience with rich, asynchronous messaging conversations on a channel your customers prefer. Welcome back Not You? Oops! We have your personal email. LevelC-LevelVPDirectorManagerPrincipalEngineer / ArchitectConsultantAnalystPartnerStaffUnknownFunctionClaimsCollectionsContact Center ManagementCustomer ExperienceCustomer ServiceEcommerce/Digital ChannelsFinanceHuman ResourcesInfluencerInformation TechnologyIT ArchitectureIT InfrastructureIVRMarketingOperations / Process ManagementProduction ManagementPurchasingSalesUnknownState/ProvinceIndustryBankingBusiness ServicesCapital MarketsCommunicationsConsumer ProductsDefense & IntelligenceEducation & Non-ProfitEnergy & UtilitiesEntertainmentGovernmentInsuranceLife SciencesLogisticsManufacturingPayorsProvidersRetailersTechnologyTravel & HospitalityRetail BankingOtherLevel of InterestJust researchingGathering business requirementsComparing solutionsReady for a conversationNumber of Agent Seats1-2021-5051-100101-300301-500501-1000>1000No Contact CenterDon't Know Yes. Keep me informed via email or telephone regarding Genesys information. I would like someone to reach out to me By providing your information, you agree to our privacy policy. THANK YOU FOR YOUR INTEREST. We’ll contact you directly to set up a date and time that works with your schedule. FREQUENTLY ASKED QUESTIONS WHAT’S THE DIFFERENCE BETWEEN WEBSITE CHAT SOFTWARE AND WEB MESSAGING? Web messaging, also known as asynchronous chat or asynchronous messaging, lets agents interact with customers to solve issues quickly. It uses asynchronous communication, meaning that customers can engage with your brand at any time, on any device. And if a customer pauses a conversation and resumes it later, the history remains for the customer and agent. Synchronous live chat or web chat provides short-lived, standalone chats that require an agent to interact in real-time with the customer. It has a beginning and an end for each conversation, typically with immediate responses. Note: Genesys Web Messaging is the name of our native 24/7 asynchronous chat solution. WHAT COMMUNICATION CHANNELS ARE CUSTOMERS USING MOST? In the past year, more consumers worldwide used a digital channel to interact with an organization than used the voice channel. In fact, some 72% of consumers used email for a CX interaction, while 68% called a contact center. The State of Customer Experience, Genesys 2023 Chatbots and messaging apps also continue to increase in popularity for CX interactions. This is a landmark moment. Digital is no longer on the periphery as an alternative channel to voice. It’s now critical for organizations to have a connected voice and digital strategy that empowers customers across their journey. The State of Customer Experience, Genesys 2023 WHY IS NATIVE ASYNCHRONOUS FUNCTIONALITY IMPORTANT? Native asynchronous functionality enables you to have 24/7 web presence through a messaging app. For example, if a customer decides to change pages or close the native Genesys Messenger window, the conversation persists. Customers can engage with an agent after the contact center is closed or self-serve through a bot, search FAQs using the Messenger Knowledge Search App, or they can schedule a callback from the next-available live agent. WHY DO COMPANIES USE LIVE CHAT? While companies might be looking to implement live chat software, they are actually in need of web messaging. Here’s four reasons why companies use web messaging over live chat: * 24/7 web presence If a customer decides to change pages, or close the messenger window, the conversation persists. This means you can be responsive at any time, even if the contact center is closed. * Easy to deploy and customize With an option for no-code or low-code deployment, businesses of any size can quickly implement web messaging without relying on IT teams or expensive software development resources. * Never miss an online opportunity You can engage proactively based on the customer journey. * Cost savings You’ll reduce operational costs because you won’t need as large a support team as you would to manage real-time chats. You’ll also save through more efficient use of resources. WHAT ARE THE BENEFITS OF WEB MESSAGING FOR CUSTOMERS? Web messaging is convenient and accessible. Customers like being able to engage at their own pace and on their own schedules, without being tied to real-time conversations. And because web messaging is an “anywhere, anytime” solution, it’s ideal for 24/7 communication whenever it’s convenient for customers – and even across different devices, whether desktop or mobile web browsers. In addition to other live chat tools, customers can enjoy richer, personalized and actionable conversations with brands through web messaging. Give your customers a more interactive digital experience using rich messaging and free them from the drudgery of typing long messages. And because you’ll have holistic customer profiles and customer journey data, you’ll know exactly who you’re talking to and why they’re reaching out. Customers don’t have to start their interaction from scratch every time they reach out. WHAT’S THE BEST WAY TO PERSONALIZE WEB ENGAGEMENTS? Rich messaging is a great way to personalize and improve engagements. Instead of having to type long messages, make your customer and agent experiences richer, more intuitive and free of friction with the ability to send and receive multiple types of media content. With web messaging, they’ll be able to use quick replies, cards, carousels, emojis and file attachments. With holistic customer profiles and customer journey information, your agents will know exactly who they’re talking to and why. That same information can help agents know when it’s best to engage proactively. By using our natively integrated Genesys Co-browse capability, agents can also gain a better understanding of customers’ needs by elevating the existing web messaging conversation to co-browse seamlessly – and still part of the original interaction. Agents will guide them through the most complex transactions – boosting the customer experience and improving conversion rates. WHAT’S THE DIFFERENCE BETWEEN CO-BROWSE AND SCREEN SHARING? Screen sharing allows customers to share their entire desktop so agents can see everything happening on the customer’s screen. Co-browsing is limited to a specific browser. For example, if the customer decides to browse a different private website, the agent won’t see the new browsing session. This ensures a high level of user privacy. +1.888.436.3797 Contact us * Glossary * Professional Services * Support * Select Region * Site Map * Blog Products * Genesys Cloud CX Company * Newsroom * Sustainability * Leadership * Community * Careers * Legal About Genesys Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Copyright © 2023 Genesys. All rights reserved. Terms of Use | Privacy Policy | Email Subscription | Accessibility Plan & Feedback | Cookie Settings