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Customer Support and Knowledge Management

Customer support without knowledge is like flying blind

Your agents can’t possibly have 20-pound brains

Which is what they need in this age of complex products and services, M&As, and regulations.

Knowledge-enabled software for customer support assist agents to resolve issues in a timely manner, turning them into advisors.

Contact center agents are getting the harder questions

As easier queries get resolved over self-service, contact center agents are getting the more complicated questions. eGain’s Artificial Intelligence-powered solution for customer support provides guidance — decision making guidance and process guidance — to these agents, ensuring that even the new agents can start performing like the experienced ones. It also ensures that the interactions are compliant of all regulations.

With eGain, you can start cloning your star agents and turn all your agents into the best!

Best practices white paper
Clone Your Best Agents: A 7-Step Approach 

“Cloning” the capabilities of the best customer support and service representatives across the agent pool — in-house and outsourced — is a powerful approach that can help improve the quality and value of all interactions with customers.

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Support truck rolls and engineer visits cost millions

Truck rolls or field visits for technical support is a major cost head for businesses. It is especially unfortunate when it is an avoidable expense. eGain has helped leading companies save millions with AI-guidance and remote diagnosis of defects.

Flexible, risk-free implementation with eGain

eGain’s knowledge and customer engagement platform allows a start-small-and-grow approach to customer support. Start with a few apps and keep adding more, as needed. You can also try the guided, innovation consumption model of eGain Try+Buy™.

eGain’s unified cloud software suite for customer support and knowledge management include:

  • Best-of-breed apps for email management and proactive notifications
  • Dynamic case management for quick, high-quality, and cost-efficient resolution of customer support issues
  • Collaboration tools like live chat, click-to-call, and phone- or chat-aided cobrowsing
  • Dynamic, personalized offers management for websites
  • Digital, adaptive self-service with multimodal access to knowledge
  • Federated knowledge from across the enterprise, legacy systems, and social media
  • AI-led guidance that leads customers and customer support agents to the right answer, each time
  • Out-of-the-box integrations with CRM and data systems

All eGain apps lie atop a layer of knowledge, context, and analytics, on the eGain Customer Engagement Hub platform. It enables businesses to provide seamless, unified, multilingual omnichannel customer support across digital and voice channels and touchpoints.

The 2017 CRM Service Awards

eGain rated a “Leader” by CRM Magazine in the Contact Center Search category


Know how companies drive customer loyalty and cost savings with next-gen, knowledge-powered customer support