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.
As easier queries get resolved over self-service, contact center agents are getting the more complicated questions. eGain’s Artificial Intelligence-powered customer engagement solution 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 service and support 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.
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.
eGain customer engagement hub 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 software suite for customer support and knowledge management include:
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.
eGain Knowledge+AI Reduces Unnecessary Handset Exchanges and Saves Millions of Pounds
“We chose eGain for some really compelling ROI predictions. The original business case called for… a five percent reduction in handset exchanges. What we’ve actually found six months down the line is that there has been a 38% reduction in handset exchanges.”
Leading Manufacturer of Doors and Windows Delivers Exceptional Customer Support
Thousands of products with an average life of 20-50 years and a huge vintage lineup! Providing the right support to customers in this environment was challenging for contact center agents. Till eGain worked with the manufacturer to transform its digital customer support, even as agent training time reduced and the working confidence of all agents increased.
Knowledge Management for Contact Centers and Help Desks: Lessons from the Global 2000
eGain Knowledge, infused with Artificial Intelligence, helps organizations big and small successfully resolve customers’ support issues. Know best practices gathered from successful eGain implementations of Global 2000 companies over the course of a decade.