Sunnyvale, CA and Amsterdam, The Netherlands (September 24, 2013): eGain (NASDAQ: EGAN), the leading provider of cloud-based customer engagement solutions, today announced that A.S. Watson Health & Beauty Benelux has selected eGain as the platform for its omnichannel customer service initiative for the brands Kruidvat en Trekpleister in Belgium and The Netherlands.
“Omnichannel commerce” is an emerging trend in the retail industry, where shoppers undertake journeys through many touchpoints to research, buy and get service. A.S. Watson Health & Beauty Benelux selected eGain in order to design and deliver self service support for this fast-emerging omnichannel world, given its track record of success in the retail sector and award-winning platform for multichannel customer engagement.
The first deployment will support the brands Kruidvat and Trekpleister in the Netherlands and Kruidvat in Belgium, and will include web self-service and an omnichannel agent desktop, comprising call tracking, email management and knowledge management in Dutch and French. Shopper interactions through these channels will be unified for 360 degree context and service consistency, thanks to the eGain hub.
“Our shoppers are going omnichannel with digital touchpoints playing an increasing role in their journeys; they also want web self-service,” said Marc klein Breteler, Manager Customer Services, A.S. Watson Health & Beauty Benelux. “With the power of eGain Knowledge behind it, we’ll be able to do more with self-service, while having agents handle more complex interactions.”
“eGain accelerates commerce for blue-chip retailers worldwide across traditional and digital touchpoints,” said Ashu Roy, eGain CEO. “We look forward to partnering with A.S. Watson Health & Beauty Benelux to enable delightful omnichannel service for their shoppers.”
To view what eGain-powered, next-generation customer journeys might look like, visit http://www.egain.com/resources/videos/
eGain’s customer engagement solutions power digital transformation strategies for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in a multichannel world. To find out more about eGain software, visit http://www.egain.com/products/
Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (USA), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).
A.S. Watson Health & Beauty Benelux – with the brands Kruidvat, Trekpleister, Prijsmepper and ICI PARIS XL – is part of the A.S. Watson Group. The A.S. Watson Group is the largest health & beauty retailer in the world, with 26 million customers every week, over 10,000 branches in 53 countries and more than 100,000 employees. www.aswatson.com