SUNNYVALE, Calif, April 2, 2002 – An independent study of virtual online assistants conducted by The Usability Company has revealed that customer acceptance of this new technology depends in large measure on the details of implementation. The survey was sponsored jointly by eGain Communications (NASDAQ: EGAN), a leading provider of eService software, and a large European bank. Its results clearly indicate that while accuracy and relevance of response are the most important factors in winning over customers – site visitors will not continue to use a virtual assistant that fails to deliver a satisfactory answer after three tries at rephrasing – implementation factors play a large role in whether customers enjoy the experience or merely tolerate it.
The good news is that when virtual assistants are properly implemented, people actually prefer them to call centers for many tasks, a fact that gives businesses a rare opportunity to improve service while simultaneously cutting costs. The key to achieving this goal is to avoid implementation errors that undermine the assistant’s capabilities.
Click here to read ten tips for success that emerged from the study.
eGain (Nasdaq: EGAN) is a leading provider of eService software. Selected by 24 of the 50 largest global companies to improve phone and Web-based customer service, eGain solutions increase service efficiency and customer retention – thus delivering a significant return on investment (ROI). eGain eService Enterprise – the company’s integrated software suite – includes applications for email management, Web collaboration and self-service, and enterprise-wide knowledge management. eGain has an operating presence in 18 countries and serves more than 800 enterprise customers worldwide – including Vodafone, DaimlerChrysler, and ABN AMRO Bank. To learn more about eGain, please visit http://www.eGain.com or call the company’s offices – United States: (888) 603-4246; London: +44 (0) 1753 464646; or Sydney: +612 9492 5400.
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Cautionary Note Regarding Forward-looking Statements: All statements in this release that involve eGain’s plans, forecasts, beliefs, projections, expectations, strategies and intentions are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements, which are based on information available to eGain at the time of this release, are not guarantees of future results; rather, they are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks include, but are not limited to, the challenging economic environment; the uncertainty of demand for eGain products; the anticipated customer benefits from eGain products; increased competition and technological changes in the markets in which eGain competes; eGain’s ability to manage its expenditures; and other risks detailed from time to time in the company’s filings with the Securities and Exchange Commission, including the company’s annual report on Form 10-K filed on September 28, 2001, and the company’s quarterly reports on Form 10-Q. eGain assumes no obligation to update these forward-looking statements.
eGain Communications Corp.