Digital customer experience (DX) refers to the new digital channels and interfaces customers use to interact with businesses today. A subset of CX, it’s one you ignore at your own peril. More and more people—and they could be your customers, prospects, or employees—are turning to digital modes to solve their problems (read the article on digital containment).
A Forrester survey report confirms that customer web self-service surpassed phone interactions for the first time ever in 2014. 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. When customers and employees are digital, omnichannel, and agile, your business would do well to deploy the right digital tools to engage them.
Only the businesses that transform will survive. 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, from call tracking to social and mobile. 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 the 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.