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53%

reduction in customer email management cost for an international hotel chain

66%

improvement in email management service level for a credit card client

250%

increase in repeat orders from customers served through email channel retail client

 

Industry’s First Web-Based Email Management Software

eGain Mail, the leading email management solution, helps companies manage large volumes of customer emails and webforms responsively and effectively. With eGain Mail, you differentiate your company from competitors by responding to inbound inquiries promptly and professionally every time.

An integral part of the eGain suite for customer service, eGain’s email management software offers:

  • Predefined workflows to manage incoming email and webform enquiries. Contains service level agreement (SLA) triggers to automate email routing and monitoring.
  • Intelligent parsing of the content of all inbound email queries. Ability to send auto-responses and recommend responses to agents.
  • Tracking of all customer queries.
  • Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions.
  • Access to the centralized knowledge base that enables contact center agents to accurately resolve complex inquiries and processes. The agents can also contribute to the knowledge base thereby capturing invaluable expertise on the fly.
  • Varied collaboration options with experts within and outside the system.
  • Comprehensive analytics and real-time alarms for operational performance management

Additional modules

  • eGain Secure Mail™ to authenticate the customer before allowing the viewing of confidential information.
  • eGain Fax™ to route, track, and respond to faxes with the same infrastructure that is used to handle emails and webform submissions.

What our customers say about eGain Mail

Valuable partner

Carl Atwell, Threadfellows
“We had a business problem. We knew what the problem was. We knew we needed help. We called eGain, and they helped… I feel like they are listening to our pain and figuring out if they can help us (which is) why they become a valuable partner to the point where you just want to present another problem to them and say, can you handle it.

Watch the whole story

Quality service

Project Manager, Scottish and Southern Energy PLC
“We are proud of the quality of service we are now able to offer our customers and those who have chosen to contact us via email have given a very positive response to our new system. eGain is the bedrock of our customer service email operations.

Secure messaging

Business Process Manager, Fortune 500 American health insurance company
“Being a health insurance company, you have to deliver information securely. We deal with a lot of PHI, financial information. You can’t just share that across normal channels. You have to deliver that information securely. eGain allows us to do that… We made the access to that secure inbox available through the mobile device so they could access it wherever they were.”

Fax management

Business Process Manager, Fortune 500 American health insurance company
“We have some lines of business where we have to deal with faxes, so we are able to leverage the eGain system to manage and index incoming faxes, and eliminate some of the manual work around that.


SUCCESS STORIES AND BEST PRACTICES IN EMAIL CUSTOMER SERVICE

FEATURES

    Administrator

100% web-based email management software enables remote and easy administration

Fine grained control over user access, role, and permissions

Immediate, scheduled, and out-of-the-box reports

Multichannel and channel-specific analytics

Widest range of deployment options — inhouse implementation, subscription-based hosted delivery, and managed services for remote administration of licensed software

    Email Agent

Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions

Automated service processes for the email channel, such as auto-replies, auto-suggestions, and auto-acknowledgements improve productivity

Web-based consoles for a range of users: Agents, supervisors and managers, business analysts, knowledge authors, programmers, and system administrators

Email management