Service reps gain control over channel and timing to accommodate customer needs.
CX software company VHT has announced the availability of their Mindful engagement app on the Genesys AppFoundry marketplace. The app aims at giving marketers better control over where conversations with customers occur.
Using the Mindful app, users can transition customer conversations across channels. For instance, if during the conversation, a customer indicates that they need to switch from a phone conversation to text, the service rep can make that happen without dropping the conversation.
The Mindful app also improves efficiency for marketing and service teams by allowing customers to schedule a callback time. Customer context is also provided for agents to cut down on call time, freeing them up to handle more calls in less time.
VHT’s Mindful app is also available with Genesys Cloud, an all-in-one contact center platform. Genesys customers who use the app through the AppFoundry can also opt to be billed through Genesys.
Why we care. Service calls are a critical part of CX, and consumers are more willing to text and call in order to get improved service. This means that marketers who can support these channels seamlessly to solve problems for customers will also get to know their customers better. And this does improve the value of the relationship for customers and for the business’s bottom line.
Another point about CX from this Mindful tool – it gives the service rep some control over the call, which then is passed over to the customer, who gets to decide when and where to be contacted. Empowering customers should be the ultimate goal.
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