Mountain View, Calif. (February 23, 2010): eGain Communications Corporation (OTC BB: EGAN.OB), the leading provider of multichannel customer service and knowledge management software for on-site or on-demand deployment, reported that over 70% of leading North American enterprise businesses were rated “below average” or “poor” in multichannel customer service experience.
eGain has been tracking and reporting on the state of customer service in North America and Europe over the last several years through the industry’s most comprehensive mystery-shopping multichannel research study. This research provides a holistic assessment of the state of multichannel customer experience within and across phone and eService channels.
“The customer experience, at every interaction, affects future revenue and profit. Customer experience optimization, therefore, ensures that such customer experiences across channels reinforce the organization’s basic brand value proposition, and differentiate its business,” said Johan Jacobs, Research Director at Gartner in his research note “Ten Imperatives for Optimizing the Multichannel Management Customer Experience”, dated October 30, 2009.
Conducted and compiled in late 2009 and early 2010, eGain’s “2010 State of Multichannel Customer Service” research evaluates multiple aspects of web self-service and contact center customer service of 175 leading enterprises in the U.S. and Canada, many Fortune 1000 companies among them. All of them had an annual revenue of more than $250 million, and are equally distributed across the financial services, retail, communications, consumer goods, insurance, healthcare and pharmaceuticals sectors.
Analysts used a “mystery shopping” approach to measure customer service performance in six dimensions: choice of communication channels, email response, web self-service, cross-channel consistency, single-channel cross-agent consistency, and phone customer service*. Scores for these metrics were then abstracted to an overall Service Quotient (SQ), on a scale of 0.0 to 4.0, for each company, as well as for each industry sector and the overall market.
The numeric scores map to the following ratings:
Top performing sectors in specific aspects of customer service are:
“Our research shows that customer experience suffered as businesses hunkered down in a tough market,” said Ashu Roy, Chairman and CEO of eGain. “Even so, smart businesses are adopting a Customer Interaction Hub (CIH) strategy as a cost-effective way to deliver superior customer experience today, while investing in a platform for innovation.”
Details of findings will be presented at an online seminar on February 24, 2010. To attend, register at: http://www.destinationcrm.com/Webinars/Details.aspx?EventID=220&src=eg4
Alternatively, send an email request to email@example.com.
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 at @eGain (http://twitter.com/egain) and Facebook at (http://facebook.com/egain).
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.
* Telephone customer service was included as an additional area of measurement for this year’s research, and included criteria such as the number of transfers and hold time.