What is NICE's Guide

NICE Guide: Enhancing Customer Engagement and Conversion

Overview

NICE Guide empowers businesses to create strategic engagement rules that provide proactive guidance to website visitors, improving customer experience and driving conversions. By identifying potential struggle points, Guide enables organisations to proactively assist visitors in real time, increasing satisfaction and conversion rates. Whether it's providing easy access to customer service channels or showcasing helpful knowledge base articles, Guide offers seamless interaction opportunities for visitors at critical moments.

Key Features of NICE Guide

1. Templates for Digital Entry Points: Guide enables businesses to create entry points on their website that lead visitors to digital channels like messaging apps or chatbots. These entry points can be configured to connect customers with agents, knowledge articles, or automated bots, based on the visitor's preference.

2. Proactive Offers for Assistance: Guide can display proactive pop-up messages offering assistance, with configurable call-to-action buttons. These buttons can direct visitors to entry points, relevant knowledge articles (via CXone Expert), specific web pages, or simply dismiss the offer.

Use Case: The Jungle at Classics

Akela Wolfe, the contact center administrator at The Jungle at Classics, wanted to streamline communication on the company’s website. By leveraging Guide, she created entry points for messaging channels like WhatsApp Enterprise, Apple Messages for Business, and chat. These entry points were displayed prominently on the homepage, enabling visitors to select their preferred communication method.

Additionally, Akela recognised that many visitors had questions about shipping options. After licensing CXone Expert, she wrote a detailed article on the various shipping methods and created a proactive engagement rule. This rule triggered a pop-up offering the article when visitors spent more than 60 seconds on the shipping preferences page, providing timely and relevant assistance.

Guide Components

1. Administration Pages: The interface where administrators configure entry points, templates, and engagement rules. This is where the setup of the entire engagement strategy is handled.

2. Web Application: The embedded code on your website that evaluates visitor behaviour and displays engagement rules and entry points accordingly. This ensures that visitors receive context-appropriate guidance based on their interactions.

3. Reporting Data: Guide collects data on how visitors interact with the engagement rules, providing valuable insights into the effectiveness of the proactive guidance.

4. Integration with Other CXone Products: Guide is designed to work alongside other CXone products, such as CXone Digital Experience, to create a comprehensive digital engagement strategy. To display helpful articles, businesses must also license CXone Expert, which is fully integrated with Guide.

Getting Started with Guide

To integrate NICE Guide effectively into your website, follow these steps:

1. Create an Engagement Strategy: Begin by outlining how you want Guide to function on your website. It’s recommended to start small, testing a few engagements before scaling up.

2. Configure the Guide Widget: Design the look and feel of the widget that will appear on your site. Customise it with buttons for each communication channel and set the default branding colours.

3. Set Up Entry Points: Define entry points for each channel you plan to offer, ensuring they are linked to relevant resources like agents or knowledge base articles. If you’re using CXone Expert, write the articles before configuring these entry points.

4. Create Templates: Develop templates that specify which channels should be offered on specific pages of your website. These templates will be displayed to visitors when the corresponding engagement rules are triggered.

5. Define Engagement Rules: Set up rules that determine when and how to offer your templates or proactive offers based on visitor behaviour. For instance, you can use the Engagement Mapper to track specific interactions (like time spent on a page) to trigger relevant engagements.

6. Integrate Guide into Your Website: Embed the Guide JavaScript code into the relevant pages of your website to activate the widget and engagement rules.

7. Monitor Performance: Once Guide is active and visitors are interacting with it, review the performance metrics. Track conversions, engagements, and other key analytics to evaluate the success of your implementation and refine your strategy.

Conclusion

NICE Guide is a powerful tool for enhancing digital customer engagement. By anticipating visitor struggles and offering timely, proactive guidance, businesses can increase satisfaction, improve conversion rates, and drive customer loyalty. Whether through entry points for digital communication or helpful proactive offers, Guide’s seamless integration with other CXone products ensures that businesses can deliver a comprehensive and effective customer experience across their digital channels.