Lisa Abbott of Genesys: Chat Available on Your Website Can Decrease Customer Abandonment by 50%
Key findings in a recent Forrester Study on the benefits of using an omnichannel engagement center, commissioned by customer experience platform provider Genesys, include:\n\n\u2022\t50% reduction in customer abandonment at key points in the customer journey\xa0\n\u2022\tOver $1 million in increased revenue through increased e-commerce and voice conversions\n\nWhile the study focused on customers using Genesys\u2019 omnichannel engagement platform, it\u2019s 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. \n\nLisa Abbott, Director of Product Marketing for Genesys, shares with us what omnichannel engagement is, and how it can provide better, more contextual experiences throughout the specific stages of the customer lifecycle.