ServiceJourney supports an omnichannel approach to customer service for phone, email, web chat, social network channels, and more.
Eccentex has partnered with Genesys to provide some real-time digital channels that are not native to ServiceJourney.
|Customer channel||Main use-case||How to implement|
|Customers send emails to you. The emails are turned into cases.||Email setup|
|Phone||Customers call you on the phone to talk with support agents. Agents call customers. Create cases from calls.||Genesys Cloud CX Setup|
|Web chat||Customers chat with agents on your website. Create cases from chats.||Genesys Cloud CX Setup|
|Web form||Customers fill out a form on your website and submit it. The forms turn into cases.|
|Customers can post on your company’s social networks, and they can at-mention your company on social networks. You can create cases from posts and reply to posts directly in the console.||Genesys Cloud CX Setup|
|SMS||Customers can contact your support center via text message, WhatsApp, and more. Agents can respond to messages from the Lightning Service Console.||Genesys Cloud CX Setup|