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Web Customer Experience


Web customer service, an imperative and an opportunity

In today’s hypercompetitive business environment, customer service and experience remains one of the few differentiators. As customers increasingly use the web as the first point of contact with businesses, delivering unique and memorable customer experiences on the web has become an imperative and an opportunity. Leveraging innovative solutions for engagement can enable businesses to easily acquire, engage, and service customers while aligning their experiences with the brand, and in the process help win in the market. Leading companies are transforming their traditional web customer service operations into customer engagement hubs (CEH) that effectively and efficiently enable dramatically improved customer service experience.

eGain solutions for web customer service

eGain offers the broadest range of innovative, easy-to-deploy online customer service solutions to deliver memorable experiences to website visitors as they use the web for research, purchase, or support. This includes best-in-class applications for multimodal web self-service through virtual assistant, AI-powered knowledge, browse, search and guided help, and agent-assisted customer service applications including chat, click-to-call, and fail-safe web collaboration. It also includes eGain Interaction Widgets™ that deliver truly differentiated experiences by allowing businesses to provide contextual access to the knowledge base and customer’s account from various parts of the website as well as mobile interfaces. A customer engagement hub powered by eGain Customer Engagement Hub (CEH) software enables businesses to set up:

  • Brand-aligned self-service that can easily be adapted to fit any website look and feel.
  • Intelligent, context-aware escalation to agent-assisted service.
  • Tools to engage, acquire, serve and grow business with customer:
    • One-to-one and one-to many outbound communications: eGain Notify
    • Reactive and proactive chat: eGain Chat
    • Phone or chat-assisted web collaboration: eGain Cobrowse
    • Click-to-call: eGain ClickToCall

Completely modular, the apps for web customer experience can be deployed one at a time, or all together.