Genesys®, a global cloud leader in customer experience orchestration, has announced it is the first and only customer experience vendor to provide accessible experiences through Be My Eyes — the mobile app and largest global community for the visually impaired. Together, the companies are giving visually impaired people brand new tools to more easily navigate customer service.
With this partnership, brands will now be able to gain valuable perspective from their visually impaired customers, providing remote assistance to Be My Eyes users. For example, if a customer is in a drug store shopping for allergy medicine, they can make a video call through Be My Eyes, and the agent on the other end will help them find exactly what they’re looking for in the store. The agent can also recommend related items that are on sale. By helping visually impaired customers navigate their world, brands can revisit their entire customer experience to be more inclusive and accessible. More importantly, consumers no longer need to wrestle with a product that doesn’t work for them.
Accessibility is a crucial but often overlooked aspect of customer satisfaction and retention. When it’s not easy for consumers to use a product or service, they’re likely going to do business elsewhere. This native integration enables the visually impaired to connect with sighted contact center agents for visual assistance through a live video call. This happens through the Be My Eyes app, which is integrated with the Genesys platform — enabling agents to offer immediate answers.
With Be My Eyes, five million individuals already lend their eyes to solve tasks — big and small — to help more than 350,000 blind and visually impaired people. But there are another two billion people in world who could benefit from visual assistance. This partnership will allow over 7,000 Genesys customers using Genesys to connect more seamlessly with their customers and, in turn, deliver empathetic and inclusive experiences.
According to a Forrester report, “Companies newly concerned about D&I as a result have launched efforts to increase it in the workplace. But this employee-only scope of D&I initiatives at most firms will cause them to miss out on the business opportunity of also making customers’ experiences inclusive.”1