Use Cases

The Lynn Proactive module, in addition to complying with the basic principles of an Outbound Campaign (Sales Support, Loyalty Programs, Customer Satisfaction Surveys, etc.), is a powerful tool that extends the tools offered by the self-service flow.

There are four fundamental characteristics that make Lynn Proactive the solution for high complexity use cases:

1. Allows you to create campaigns that are always active (AlwaysOn)

2. Allows you to schedule tasks.

3. Allows you to start a session in the self-service flow from a campaign record, without having to contact the customer.

4. Allows you to associate entities with a campaign record, which can then be used by the self-service flow

Example of use cases

Scheduling Contacts and Tasks

Case: A customer who is navigating through the self-service flow and tries to contact an executive, but the Contact Center is outside of business hours or the waiting time is very high.

Solution:

Offer the customer a self-service flow that allows them to indicate the date and time, within the opening hours, that they want to be contacted by an executive 2.

Generate a scheduled campaign record.

1. If the record is created as external, once the scheduled date arrives, a message will be sent to the customer notifying them that there is availability to serve them and directing their reaction towards a direct transfer, without needing to go through the main flow.

2. If the record is created as internal, a session can be created that validates the availability of the Call Center and, in case of detecting high waiting times, reschedules the contact with the customer for another time and generates an additional external record, notifying the customer of the change and the reason why it was made.

Note. It is possible to generate a flow that validates the scheduled record for a contact and allows them to be cancelled upon request from the customer.

Cobranza

Caso: Es necesario contactar al cliente para haga efectivo el pago por un servicio que ha recibido, pero se debe cumplir con las leyes definidas para estos efectos, respetando los tiempos entre cada acción de contacto y los canales de comunicación permitidos.

Solution:

1. Import a group of Telephonic contacts, where one of the fields is the initial contact date and generate Internal type records.

2. Consult an external service that indicates if the customer already paid, to determine if the collection process continues or is interrupted.

3. Implement a flow in the Tenant that implements a sequence of accounting channels and controls the date of the next contact.

   • For each processed internal record, generate two records.

     1. An Internal record that will validate the next contact cycle.

     2. An external record that will make effective the contact to the customer.

Genesys Open Messaging (Genesys Cloud)

Case: A Call Center that supports its services on the Genesys Cloud platform has implemented asynchronous messaging that allows conversations to remain active so that customers can continue conversations at their preferred pace, but the customer leaves the conversation or Lynn ends the session due to inactivity and the executive sends a response to the customer, but this is no longer available in an active chat session.

Solution: Integration with Genesys Open Messaging uses the Campaigns module to notify customers, via proactive messages, when the executive sends them a message and there is no active chat session. This allows messages from the conversation not to be lost and allows, with the customer's reaction, the chat session to be restored without having to navigate through the self-service flow again.