Genesys DX (formerly Bold360)

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  • 1.  FAQ: Best Practices for the Chat Introduction Message

    GENESYS
    Posted 11-01-2021 17:01
    Hey DX Community!

    I'm curious, what are some best practices that Genesys DX users should follow for the introduction message that appears inside the chat widget when it's first opened?

    Cheers!
    Becky


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    Becky Roberts
    Genesys - Employees
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  • 2.  RE: FAQ: Best Practices for the Chat Introduction Message

    GENESYS
    Posted 11-03-2021 18:58
    The chat widget is setup to display a message when it's first opened, guiding people before they start using it.



    A couple of best practices for this include:

    1. Make it apparent it's not a live person. Good terminology can be calling it a "virtual assistant" or reference it as a bot. By doing this, expectations are set from the person doing the chat and they don't feel like they are being "tricked", which would be obvious if it's ever forwarded from the bot to a live agent.

    2. Include some sample questions for users to ask. This has two benefits. One is that it provides an example of a good phrasing for their own questions. Two it can save them time if they happen to see the question they planned to ask appear.

    3. When choosing your sample questions, pick those that are frequently asked. That said, be selective. Choose ones around giving a good first impression. "How to cancel" or "how to get a refund", even if they might be common questions, are good examples of ones that should not be used.

    If others have their own best practices please feel free to leave them in your own comment on this thread.

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    Anthony Romero
    Genesys - Employees
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