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"The eGain solution has made it possible to service new customers
effectively, enhance our relationships
with existing business clients, and
gain a better understanding of our customer's
needs. Outstanding service is a competitive
differentiator and eGain has helped
us gain that edge."
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"eGain Knowledge has proved to be the single largest contributor
to the operational efficiency that we
have achieved in our contact centers."
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"When we introduced eGain Knowledge, it put us in control
of the call. We dictated the pace of
the call and were able to convey consistent
answers to the customer. We went from
solving about 70 percent of calls at
first point to solving around 95 percent
of all calls without requiring an escalation."
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"Our aim, in improving our customer service, was to make eGain
knowledge the de facto in-house 'bible'
for staff dealing with complex product
queries. Only by deploying best practice
'expert' responses directly from the
knowledge bas can we deliver the consistency
of response necessary for the high value
customers we deal with."
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"We wanted to put our arms around our customers. First, from
a service standpoint, then from a targeted
marketing angle."
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"As soon as we saw what Campaign could do for us, we made the
decision to go forward."
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"Our choice for eGain Mail was clear; it's a modular solution,
which was easy to implement, and which
will allow us to grow as we expand into
more European countries."
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"By combining web self-service with email management, we can
provide a consistently high quality
of service. In addition to our information
sources, all of our agents have access
to the latest FAQs published on the
site. By taking this approach we have
minimized the effort in providing answers
to our customers, as well as reduced
the overhead of keeping our FAQ material
relevant and up to date with customer
preferences."
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"We get very positive feedback from customers who use eGain
Knowledge. They prefer this self-service
solution over call centre support and
as they buy additional products, they're
already trained on our support system."
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"Providing the best possible experience starts with the initial
registration, ensuring we retain and
support customers through their journey
to regular and valuable usage of the
system. First impressions are key when
pursuing active customer usage."
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"eGain’s staff were professional and highly experienced.
Their expertise negated the need for
any external consultancy, and the project
was delivered in full and on time."
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"Agents were repeatedly recreating case histories and duplicating
work."
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The decision to implement eGain Mail has already paid off. "To
be able to deliver, with significant
impact, the level of service we've been
able to generate has been impressive."
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"Using eGain Mail we are perfectly set up to increase our capacity
for new business, it has become an integral
part of our business proposition"
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"eGain's email solution is not only paying for itself by enabling
cost savings for us, it is also adding
value to our top line."
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"Good service is of paramount importance for government agencies.
With its rich functionality, eGain’s
solutions have enabled us to dramatically
improve our customer service."
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"eGain is the bedrock of our customer service email operations"
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"The eGain team were very responsive and knowledgeable. They
knew exactly what to do to help me meet
my ultimate objective of improving customer
service"
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"We're a global company and most customers outside the U.S.
contact us by sending an email. With
eGain Mail, we can channel those inquiries
to specific CSRs. It's really helped
us to streamline the way these customers
are handled."
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"Not only did eGain Knowledge help us improve service consistency,
we also achieved a 21 percent reduction
in call handling time and an eight percent
reduction in field engineer visits."
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"Before eGain Live, we could never have trained the number
of people we are currently training.
The perception now is that not only
are we technology experts, but we use
technology expertly."
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"During the first month of the roll-out, customer satisfaction
increased from 59 percent to 75 percent."
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"In the increasingly complex world of mobile phones, our agents
are more confident in answering customers'
inquiries. In turn they provide better
service to our customers."
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"It is our goal to be the best water company in the UK and
to achieve this we need to differentiate
ourselves by being the leaders in customer
service. In keeping with this goal,
we will continue to work with eGain
to provide innovative customer service
options and further improve customer
experience."
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