Channels setup
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. | |
| Social | ||
| 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 | |
| Messaging apps | ||
| 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 |