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Web Customer Experience

 

Online customer service is the key

In today’s hypercompetitive business environment, better customer experiences and service is the only differentiation that can make all the difference. As customers increasingly use the web as the first point of contact with most businesses, delivering unique and memorable customer experiences on the web has become an imperative and an opportunity. Leveraging the right innovative tools can supercharge the ability to easily acquire, engage and service customers while aligning the customer service experience with the brand and 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.

The explosive growth in web traffic and ease of access can be an advantage for businesses if the right web service tools are deployed. This will not only allow helping customers self-service online, deflecting calls to contact centers and providing the right information but dramatically reduce the cost of doing business.

 

eGain solutions for web 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:

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