Genesys, official partner of Dial Once
Sébastien Marie (Genesys): “Selfservice is what customers expect”
Leader in omnichannel and customer experience, Genesys was one of the key players at the last Paris customer relationship show. With a presence on five continents and an expertise of almost 30 years, the group is today one of the structuring companies of its market.We therefore took advantage that Sebastien Marie, Account Director Channel, was present at the show to give us his vision on the future of customer relations.
“Self service is what customers expect, the customer must be able to serve himself,” says Sébastien Marie. A vision in phase with his time, knowing that today customers are indeed looking to save time while having a personal relationship with the company. According to a study by Forrester, 53% of customers are likely to abandon their purchases online if they do not find a quick answer to their question. Furthermore, 73% of customers feel that the most important thing companies can do for them is to save them time.
“To be a bridge between the stage of assisted service and that of self service”
According to the manager, the role of Genesys is “to be a bridge between the assisted service stage and the self service stage“, because for now, many customers still appreciate human contact including via the telephone channel.
But then, how to encourage an even greater use of self service even on the telephone channel?
Digitizing the customer journey from mobile
“By digitizing the customer journey from mobile” offers Sébastien Marie, before continuing “Dial-once is also a true facilitator of the digitalization of customer journeys with which we have a very good complementarity“.
We appreciate the compliment and go back to optimize the incredible self service rate of our last clients. If you want to know how, do not hesitate to download our white paper on Customer experience.