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Digital Customer Experience

Adopting digital engagement technologies and strategies isn’t just about getting competitive advantage. It’s a matter of your organization’s survival (McKinsey & Co, July 2014).

For customer service organizations, the primary imperative lies not in new technologies, but in the people. Companies can’t stay behind when their consumers, and even their employees, are digital, omnichannel, and agile.

A Forrester survey report that web self-service surpassed phone interactions for the first time ever in 2014 put to rest any doubts about the prominence of digital channels in customer experience. Add to it the increasing use of live chat, cobrowsing, and social, and the adoption of mobile search and apps at an unprecedented rate, and you have a perfect digital disruption scenario being played out. The ones who transform are the ones who will survive.

Why eGain for digital customer experiences?

eGain has been working at the forefront of digital customer experience ever since it introduced the first web-based email management solution for customer engagement decades ago. eGain’s modular applications are built on the unique eGain CEH™ Platform (based on “customer engagement hub,” a Gartner concept). The hub is important because it allows all knowledge, interactions, processes, administration, and analytics to be shared across all channels sitting on that platform. Consumers can contact your business from anywhere, at any time, over any device or touchpoint, and be assured of consistent, personalized experiences. Also, the CEH platform allows you to add channels as your digital CX strategy requires you to.

Measure to manage customer experiences

Measure and analyze customer behavior on the website with eGain Analytics™. With actionable insight from eGain’s analytics and contact center management solution, you can predict customer behavior and design targeted digital and omnichannel journeys that delight.

eGain’s digital customer engagement capabilities include:

  • Unified auto chat, video, voice, and cobrowse capabilitiesin eGain Superchat™ that empower businesses to proactively engage customers beyond text chat
  • Proactive, dynamic, and contextual offers for assistance and knowledge through eGain Offers
  • Social media customer service, reputation management, and knowledge harvesting capabilities through eGain Social™
  • Effective management of large volumes of inbound web forms, email interactions, faxes, and SMS through eGain Mail
  • eGain Mobile to extend the reach of your eGain deployment, enabling you to offer all your eGain-enabled engagement options to mobile users through existing or new apps on the Android and iOS platforms
  • eGain Widgets which consist of a range of powerful, lightweight mini-applications that enable “always-on” access to the interaction capabilities and vital business information and content in your eGain deployment from mobile devices and web interfaces

Who benefits from delivering outstanding digital experiences?

Everyone. High touch, B2C organizations that suffer from high abandonment on their websites:

  • Retail – Create differentiation in a highly competitive sector
  • Insurance – Speed up form filling and member onboarding
  • Telecommunications – Improve service delivery, first contact resolution, and reduce product returns

Companies that see seasonal spikes in demand and are dependent on brand image and word of mouth:

  • Travel and hospitality – Provide personalized, bespoke service and create brand equity

Those that provide essential services and for whom speed of response and reducing expenses are essential aspects of customer engagement:

  • Utilities – Enable consumers to contact them easily and deliver accurate responses and quick resolutions
  • Outsourcers – Enable innovation, differentiation, and value-addition for their clients