Mountain View, Calif. (March 10, 2010): eGain Communications Corporation (OTC BB: EGAN.OB), the leading provider of multichannel customer service and knowledge management software for on-site and on-demand deployment, today announced that the North American financial services sector showed improvement in many customer service channels but declined in cross-channel and cross-agent customer experience in 2010, when compared to 2009.
eGain’s 2010 State of Customer Service Study evaluated multiple aspects of web self-service and contact center customer service of 175 leading enterprises in the U.S. and Canada. These companies are equally distributed across eight sectors: financial services, retail, communications, consumer goods manufacturing, insurance, healthcare, and pharmaceuticals. The financial services sector included companies across banking, brokerage, asset management, and diversified financial services.
Analysts used a “mystery shopping” approach. Customer service was performance along multiple dimensions: choice of communication channels, email response, web self-service, cross-channel consistency, cross-agent consistency (phone channel) and phone customer service*. Scores in these metrics were then abstracted to an overall Service Quotient (SQ) on a scale of 0.0 to 4.0, for each of the companies that were assessed, as well as for each industry sector and the overall market.
The numeric scores map to the following ratings:
2009-2010 Performance Comparison
Details of findings can be obtained by sending an email request to firstname.lastname@example.org.
eGain (OTC BB: EGAN.OB) is the leading provider of multichannel customer service and knowledge management software for on-site or on-demand deployment. For over a decade, hundreds of the world’s largest companies have relied on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs (CIHs). Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, eGain solutions improve customer experience, optimize service processes end to end, increase sales, and enhance contact center performance.
Headquartered in Mountain View, 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 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow us on Twitter (http://twitter.com/egain) and Facebook (http://facebook.com/egain).
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* Telephone customer service was included as an additional area of measurement for 2010, and included criteria such as the number of transfers and hold time.