CXone Guide

Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction.

Engagement rules display one of the following:

Templates. Use templates to display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, bot A software application that handles customer interactions in place of a live human agent., and so on.
Proactive offers. Use proactive offers to display a pop up message that offers assistance and up to three call-to-action buttons. Configure the call-to-action buttons to display an entry point, a knowledge base article (if you have licensed CXone Expert), a web page, or to dismiss the proactive offer.

Akela Wolfe, the contact center administrator for The Jungle at Classics, wants visitors to easily find and access the variety of communication methods that her company uses. She uses Guide to create entry points for The Jungle's digital messaging channels, then creates an engagement rule to display the entry points on the home page of the company's website. Now there are icons on The Jungle website home page for WhatsApp Enterprise, Apple Messages for Business, and Chat that allow visitors to choose their preferred method of communication and go directly to the resource they need.

Akela also knows that visitors often have questions about shipping options. The Jungle at Classics recently licensed CXone Expert. Akela writes an article about all the shipping options. She then creates an engagement rule that displays the article in a proactive offer pop up. It appears whenever a visitor spends more than 60 seconds on the shipping preferences page.

Key Facts About Guide

Guide consists of the following components:
- The administration pages where you configure entry points, templates, and engagement rules.
- The web application implemented on your website that evaluates the engagement rules set in the administration pages and offers the entry points and digital guidance to visitors.
- The reporting data that Guide collects as visitors interact with the engagement rules offered on your website.
Guide is always used in conjunction with other CXone products, like Digital Experience. It is not used standalone.
To offer helpful articles to your website visitors as part of your Guide implementation, you must license CXone Expert in addition to Guide.

Getting Started

These are the basic steps to take when integrating Guide into your website. Feel free to skip steps that are already completed or circle back and make changes to earlier steps as needed:

Create an engagement strategy. Put together a plan for how to integrate Guide into your website. A best practice is to start with a limited number of engagements and fine tune those before fully implementing all engagements.
Configure the appearance of the Guide widget that appears on your website. Add buttons for each digital channel you plan to offer. Set the default branding to determine the colors used for the Guide widget.
Configure your entry points. Configure at least one entry point for each channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. that you plan to offer with Guide. If you are using CXone Expert with Guide, you may need to also write articles to offer in your engagements before you can finish configuring the entry point.
Create templates. Add templates that determine the channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. or channels to offer on specific pages of your website.
Create engagement rules. Create engagement rules that evaluate a visitor's behavior on your website to determine when to offer a Guide template or a proactive offer. You may also want to use the Engagement Mapper to map screen element values that can be used to determine when to offer the engagement.
Integrate Guide into your website. Embed the Guide JavaScript code in every page of your website where Guide should be displayed.
Review Guide performance. Once the engagement rules are created, integrated into your website, and your visitors have been interacting with them, track their success by viewing analytics. You can track conversions, engagements, and more.

Forming an Engagement Strategy

Do some up-front planning when creating Guide engagements.

Identify Visitor Struggle Points

Identify the places or situations in your website where you want to engage with visitors because they are getting stuck, giving up, or making a mistake. Collaborate with team members and visitors to determine where to add engagement on your website.

teams to collaborate with	talking points
Analytics	At what point are your website visitors leaving or giving up? Are there common exit points where visitors leave without completing orders or transactions? At what point in the check-out process are you losing potential customers? Are there common login problems? Are there delays that are above the average wait time?
Sales and Marketing	Are visitors coming to your website because of marketing campaigns? Do you want to engage with them differently than visitors who are not responding to a campaign?
Order Fulfillment	Are there orders that are difficult to fill due to the wrong combination of items being ordered?
Support	What are the common questions asked by visitors? Is there a pattern of requests that can be handled with knowledge base articles?
Your website visitors	Are the steps that they need to take clear? What parts of the process are confusing? Or slow?

Plan a Solution to the Struggle Points

for each struggle point	Determine Best solution
How best to engage with the visitor in this situation?	Display a template with one or more channels to all visitors on a specific page? Display a template with one or more channels to certain visitors based on criteria you specify in an engagement rule? Display a proactive offer to first time website visitors providing helpful links to get them started using your website?
What visitor behavior should trigger an engagement?	Some possible behaviors you can use to trigger: Visiting your site for the first time. Spending a certain amount of time on a page or visiting a page more than a set number of times. Clicking on a field that is known to be confusing to visitors. Adding a particular item to the shopping cart where you might suggest a companion item.
What type of engagement is needed?	Can the struggle be solved with a small bit of information that can be written into an article? Is this a case where you are not sure exactly what the visitor needs help with, so offering several related articles is a better response? Is this a place for offering a chance to chat with an agent? Can a bot A software application that handles customer interactions in place of a live human agent. handle this?

for each struggle point

Determine Best solution

How best to engage with the visitor in this situation?

Display a template with one or more channels to all visitors on a specific page?
Display a template with one or more channels to certain visitors based on criteria you specify in an engagement rule?
Display a proactive offer to first time website visitors providing helpful links to get them started using your website?

What visitor behavior should trigger an engagement?

Some possible behaviors you can use to trigger:

Visiting your site for the first time.
Spending a certain amount of time on a page or visiting a page more than a set number of times.
Clicking on a field that is known to be confusing to visitors.
Adding a particular item to the shopping cart where you might suggest a companion item.

What type of engagement is needed?

Can the struggle be solved with a small bit of information that can be written into an article?
Is this a case where you are not sure exactly what the visitor needs help with, so offering several related articles is a better response?
Is this a place for offering a chance to chat with an agent?
Can a bot A software application that handles customer interactions in place of a live human agent. handle this?