customers consider being connected to someone knowledgeable important for great CX
consumers abandoned a company due to bad customer service
consumers expect agents to know them and their issues before beginning the conversation
Challenges in the contact center
Improve customer experience and loyalty.
Do more with less, enhancing contact center performance and sales, while controlling customer service costs.
Improve operational metrics within and across all interaction channels that are aligned with the goals of the contact center. Examples include number of interactions handled by agents (e.g., contacts per agent-month), First Contact Resolution (FCR), Average Handle Time (AHT), Total Handle Time (THT), call wrap-up time, Average Speed of Answer (ASA), call abandonment rate, IVR completion rate, number of escalations, service level compliance rate, etc.
Enable intelligent upsell and cross-sell to turn your contact center from a cost center into a profit center.
Provide multiple interaction channels to customers and offer web self-service, live chat, and email beside traditional phone and paper communication.
Offer convenient, consistent service through all channels. In short, provide omnichannel customer service.
Create a complete view of the customer at every interaction point.
Manage service levels across all channels.
Ensure “best practice” process standardization across channels and agents.
Unique customer engagement hub platform to provide common, omnichannel infrastructure to multiple interaction channels.
Best-of-breed tools for managing and automating email, web, paper, and phone interactions. These tools can be implemented in a modular fashion, while leveraging the customer engagement hub (CEH) architecture through common business logic, knowledge base, and agent administration capabilities.
Platform easily integrates legacy customer data with multichannel service interactions so that agents get a common view of the customer—across service, marketing, billing, and account details.
Integrated analytics to track service levels and manage agent performance across phone, email, and web channels.
Patented Inference™ AI reasoning engine combined with workflow modeling to capture and standardize contact center processes so that “every agent can be as good as your best agent.”
Configurable data adapters link into marketing and customer databases to guide service conversations to upsell to customers.
Get an eGain-powered customer engagement hub today!
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.
Video Chat, Text Chat, Cobrowsing
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.
Artificial Intelligence for 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.