Adopting digital customer engagement technologies and strategies isn’t just about getting competitive advantage, it’s a matter of your organization’s survival (McKinsey & Co, July 2014).
Digital customer experience (DX) refers to the new digital channels and interfaces customers use to interact with businesses today. It is still a subset of CX, albeit an increasingly important one since more and more people are turning to digital means to seek answers and help. This means companies cannot afford to lag behind in deploying the right digital tools to deal with digitally savvy, omnichannel and agile customers, as well as employees. This digital trend also means rising expectations of instant solutions to queries and problems, not to mention consistency across all channels.
A Forrester survey report confirms that customer web self-service surpassed phone interactions for the first time ever in 2014. It puts to rest any doubts about the prominence of digital channels in providing the right customer experience. Add to that the increased use of live chat, cobrowsing and social, along with the adoption of mobile search and apps at an unprecedented rate, and you have a perfect digital disruption scenario being played out. Only the ones who transform will survive in this arena. So why wait?
eGain is a pioneer and has been working at the forefront of digital customer experience ever since we introduced the first web-based email management solution for customer engagement decades ago. We are present in the entire spectrum of digital channels. eGain’s modular applications are built on a unique eGain CEH™ Platform (based on “customer engagement hub,” a Gartner concept). A hub is important because it allows all knowledge, interactions, processes, administration and analytics to be shared across all channels residing on platform. Your consumers can contact your business from anywhere, any time, any device, and any touchpoint, and yet be assured of getting a consistent, personalized experience. The flexibility of the CEH platform also allows you to incrementally add channels as your digital CX strategy evolves.
eGain’s digital customer engagement capabilities include:
Everyone. High touch, B2C organizations that suffer from high abandonment on their websites:
Companies that see seasonal spikes in demand and are dependent on brand image and word of mouth:
Those that provide essential services and for whom speed of response and reducing expenses are essential aspects of customer engagement:
Merely having the tools to service your customers isn’t enough. Knowing what they want and providing it to them proactively is the key. 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 satisfy and delight them.