CollaborationeGain CallTrack eGain Chat eGain Virtual Assistant eGain ClickToCall eGain Cobrowse eGain Mail eGain Notify eGain Offers eGain Social
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Knowledge+AIeGain Virtual Assistant eGain Knowledge+AI eGain SelfService+AI
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Two surveys later, we now know that the customer service pain points plaguing consumers and agents are two sides of the same coin. Both face similar problems of ineffective self-service, inconsistent answers, and lack of knowledge.
But every challenge is an opportunity, and many global leaders have learned to turn the Knowledge + AI combination to their advantage.
You can do the same.
So what does the prescription for happy customer experiences and improved agent experiences say?
Enhance customer experience, acquisition, and retention. Increase self-service adoption. Improve contact center agent productivity. Increase revenue through upsell and cross-sell at the point of service. Ensure compliance and security in customer interactions. Reduce unwarranted field visits, product returns, and associated costs. Build customer loyalty through brand-aligned customer service.
Serve knowledge everywhere! Use the same knowledge base, and a range of access methods (search, browse, guided help, chatbot), for social, mobile, web, and contact center use.
One size doesn't fit all in web self-service! The same approach to self-service will not work for every type of customer, every type of inquiry, or every stage of the customer life cycle. eGain SelfService enables organizations to provide distinctive, productive, and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service or sales agents.
Are you looking for efficient ways of providing better experiences to your website visitors? Studies show that chat and cobrowsing are the most effective channels for engaging, selling to, and serving online customers. Reach out to customers, proactively or reactively, right when they need help and avoid abandoned shopping carts and half-filled forms. Offer distinctive mobile customer service.
The business benefits of Artificial Intelligence in customer engagement are real and game-changing. eGain uses AI technology-enabled reasoning capability to guide customers, contact center advisors, and field experts to the right answers, diagnosis, and process. This capability improves first contact resolution, customer satisfaction, agent confidence and productivity, and reduces truck rolls saving millions for the business.