Few businesses don't want a better customer experience; it's the thing that turns customers into regular customers, and regular customers mean stable, long-term cash flow for a business. Making that better customer experience isn't always easy, as sometimes, it's not even immediately clear just what the customers actually want. Genesys' new AppFoundry system may have just the tools in place to help find out and put it in place.
Genesys AppFoundry is a complete app store, an online marketplace geared specifically toward customer experience solutions. The AppFoundry contains tools from over 500 different partners, and features not only the standards of marketplace platforms but also brings in several of the newest tools to better let users expand into multichannel opportunities. That means contact by social media, by email, by webchat, and by all the other places that users might want to use to contact a brand.
Organized by category, integration, and vertical, AppFoundry allows easy, convenient access to knowledge management solutions, reporting and analytics tools, self-service options and a host of others for companies ranging from healthcare to retail and beyond. Covering so many waterfronts at once makes it easier for potential users to find the tool that's needed to bolster a part of the customer experience and thus make the whole better by extension.
Genesys president and CEO Paul Segre commented “With the introduction of the AppFoundry, Genesys provides customers direct access to a fast-growing catalog of trusted partner solutions built on the Genesys Customer Experience Platform, while offering our partners the ability to create solutions for the unique requirements of our customers. Our customers can now fast track the delivery of customer experience innovation through a single online marketplace.”
It's one thing to say that a better customer experience is desirable, but it's another entirely to put it into play. Thankfully, improving the customer experience is not an all-or-nothing proposition, and it will never be completely done. Improvements can always be gradual and incremental, so long as efforts return the ultimate goal of bringing in more customers and keeping more customers in and buying. Adding self-service options this year, adding a social media chat option next year, analytics the third and so on all contribute toward improvement, but at a pace that allows the user to internalize one set of changes before embarking on another.
In the end, it's all about the customer. If the customer is in and spending, the job is being done properly. Further expansions can seek to add more, not turn a company around from the brink. Continuous improvement should be the goal of every company, and Genesys' AppFoundry tools may be just what's needed to make those improvements happen.
Edited by
Stefania Viscusi
