Brent Leary says, “Key findings in a recent Forrester Study on the benefits of using an omni channel engagement center, commissioned by customer experience platform provider Genesys, include:

– 50 percent reduction in customer abandonment at key points in the customer journey
– Over $1 million in increased revenue through increased ecommerce and voice conversions

While the study focused on customers using Genesys’ omni channel engagement platform, it’s obvious that having a system to manage the different channels customer are using to engage with businesses today should help companies be more efficient and effective.
Lisa Abbott, Director of Product Marketing for Genesys, shares with us what omni channel engagement is, and how it can provide better, more contextual experiences throughout the specific stages of the customer life cycle”.

Lisa Abbott of Genesys: Chat on Your Website Decreases Customer Abandonment by Half

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