Slough, UK (January 14, 2009): eGain (OTC BB: EGAN.OB), the leading provider of multichannel customer service and knowledge management software, on-premise or on-demand, today announced that NET-A-PORTER.COM, the world’s premier online luxury fashion retailer, has selected eGain OnDemand™, the hosted version of its solution. NET-A-PORTER, winner of the Customer Excellence category at the 2008 CBI/Real Business Growing Business Awards has selected eGain Mail™ and eGain CallTrack™ to provide distinctive and unified customer service experiences across email and phone that are also consistent with its luxury brand identity.
“As we grow our business, we are committed to further improving our award-winning customer service; we see partnering with eGain as key to achieving this,” said Ian Tansley, VP of Ecommerce at NET-A-PORTER.
As a rapidly growing business with an absolute focus on exemplary customer service, NET-A-PORTER required a unified multi-channel customer service solution with the capability to manage all its customer interactions to the high standards that its customers expect and demand.
To begin with, the company will deploy eGain Mail and eGain CallTrack to manage email and phone customer service. Both eGain Mail and eGain CallTrack are an integral part of eGain Service™ suite, the industry’s top-rated solution for unified multichannel customer service management. This enables a 360-degree view of all customer interactions regardless of channel and enables agents to provide rapid, context-aware customer service.
eGain OnDemand will be deployed to NET-A-PORTER’s customer service teams located in London and New York in the New Year. eGain’s professional services team will seamlessly integrate the eGain solution with NET-A-PORTER’s key business applications for order tracking and customer marketing by leveraging the out-of-the-box integration capabilities of eGain Data Adapters™. This integration will enable agents to find customer and order information in backend systems for efficient and effective customer service, and improve their productivity.
Andrew Mennie, General Manager of eGain EMEA explains, “eGain has a long track record of enabling customer service excellence for retail companies, including online and click-and-mortar retail businesses. eGain’s industry-leading solution for unified multichannel customer service and our proven enterprise-class on-demand delivery capabilities will enable NET-A-PORTER to provide customer service experiences that match its high-end brand image, while improving contact center productivity and supporting their explosive business growth.”
NET-A-PORTER.COM was launched in June 2000 and has since successfully established itself as the world’s premier luxury online fashion retailer. Presented in the style of a fashion magazine, NET-A-PORTER features collections from over 200 of the world’s most coveted designers including Chloé, Marc Jacobs, Burberry, Miu Miu, Stella McCartney and many more. With its acclaimed editorial format, express worldwide shipping to 170 countries (including same day delivery to London and Manhattan), luxurious packaging and free returns, NET-A-PORTER offers an unparalleled shopping experience.
eGain Service is the industry’s most comprehensive customer interaction hub software suite and the first solution to support short message service (SMS) customer service interactions, as well as next-generation web self-service, chat, co-browsing, email, fax, postal mail, notification management, call tracking and resolution, knowledge management, and service fulfillment. eGain Service is built on eGain CIH™ Platform, the industry’s most flexible and integrated customer interaction hub platform.
Based on a 100% J2EE architecture, it includes out-of-the-box integration with leading business applications, content management systems, and call center infrastructure solutions. With its fine-grained service-oriented architecture (SOA), eGain CIH platform enables rapid development of powerful applications. For more information about eGain Service, please visit: http://www.egain.com/products/multichannel_service.asp.
eGain OnDemand, the industry’s first-ever on-demand customer service software, is a proven, robust and scalable solution that has been used by companies to rapidly build customer interactions hubs over the last ten years. Additional information on eGain OnDemand can be found at: http://www.egain.com/products/on_demand_customer_service.asp
eGain (OTC BB: EGAN.OB) is the leading provider of multichannel customer service and knowledge management software for in-house or on-demand deployment. For more than a decade, the world’s largest companies have relied on eGain to transform their traditional call centres, help desks, and web customer service operations into multichannel customer interaction hubs. Based on the Power of OneT, the concept of one unified platform for multichannel customer interaction and knowledge management, these hubs enable dramatically improved customer experience, end-to-end service process efficiencies, increased sales, and enhanced contact centre performance.
Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and Asia Pacific, and serves hundreds of enterprise customers worldwide. To find out more about eGain, visit www.eGain.com or call the company’s offices: 800-821-4358 (US headquarters), 1753-464646 (UK and Continental Europe).
Jennifer Manning / Carina Parmar
Tel: +44 01291 626200