CXone Guide removes friction along the digital customer journey by proactively delivering the right guidance at the right time. Guidance can be in the form of highly relevant knowledge articles, bots, or offers to chat with a live agent.
Delivering the right answer at the right time keeps the customer in the digital channel, reducing abandonment and increasing conversion.
High-level features of CXone Guide include:
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A rule editor for easily creating proactive or on-demand engagement rules.
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An engagement mapper that lets you map website elements to use as rule criteria, such as buttons, links, form fields, and other controls on your website that have associated CSS selectors.
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Reports and analytics for tracking and analyzing the engagements.
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A visitor client widget that appears by default in the lower-right corner of your website that contains the digital engagements. You can customize the appearance and behavior of the visitor client to suit your website.
CXone Guide is designed to be managed by business users without any involvement from IT.
For detailed information on using CXone Guide, see the CXone Guide Help Center.
Integrate CXone Guide with CXone Expert
Integrate CXone Guide with CXone Expert to proactively offer self-help articles to customers as they navigate and interact with your website.
Contact your CXone Account Representative about purchasing and configuring the following:
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CXone Guide for creating the engagements.
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CXone Expert for creating the articles that contain the relevant content.
Integrate CXone Guide with Digital First Omnichannel Chat
Integrate CXone Guide with Digital First Omnichannel Chat to proactively offer your customers an opportunity to chat with an agent as they navigate and interact with your website.
Contact your CXone Account Representative about purchasing and configuring the following:
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CXone Guide for creating the engagements.
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Digital First Omnichannel for offering live chat for your website visitors.