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eGain Community

In this age of the vocal customer, there could be no better advocate for your business than a happy and engaged customer. One of the most rewarding and cost-effective ways of forging strong bonds with your customers is to create an active community of interest for them.

eGain Community™ is a one-of-a-kind product for creating and managing customer forums, harvesting community knowledge, and for single-sourced knowledge publishing across traditional and community channels. It enables you to set up customer forums to start and grow conversations among customers. Not only are you able to sustain an active dialogue with your customer community, you can also easily tap into this source of collective wisdom and insight to improve your support knowledge base and build better products. It’s a win-win for your customers and you!

FEATURES

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End to end community management process enabled (Seed, Moderate, Harvest, Publish, Federate, and Measure), while integrating the community or support forum with traditional interaction channels for a unified CEH strategy

Agents have a 360Plus™ community-blended multichannel view of customer interactions for rapid resolution

Community managers can create forums, seed them with trusted and useful content, promote its use, and moderate discussions on an ongoing basis

Forum posts are federated and included in knowledge base searches, and useful posts are harvested for inclusion in knowledge bases, maintained by the business

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