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eService

82%

of multichannel product buyers prefer a more comprehensive WCS suite, as opposed to a stand-alone single-channel or point-based product

2-3

failed web self-service attempts is all it takes to stop your customers from returning to your website

29%

of customers prefer to use online channels for customer service rather than speak with a live person on the phone

Challenges

  • Reduce operating cost through increased self-service
  • Offer consistent and convenient assisted online service across email and web
  • Develop innovative “customer engagement and advice models” for retaining and increasing customer wallet share
  • Ensure security, privacy, and compliance around confidential customer information online
  • Personalize the online service experience to upsell to customers

Why eGain?

  • Adaptive self-service capability to increase user adoption, with the broadest range of access methods including natural language search, configurable browse views, dynamic FAQ, and guided problem resolution options. Range of customer self-service processes can be automated through webforms automation, Inference™ reasoning, workflow mapping, and data adaptors that link bi-directionally into back office customer information databases.
  • Best-of-breed applications for managing customer emails and web collaboration built on eGain SMP™, a service management platform that leverages common business logic and knowledge base and links through configurable adapters into legacy customer information systems.
  • Proxy-based cobrowsing of dynamic web content to improve online sales conversion and enrich the service experience for phone-based customers, for instance in the course of opening an account in a financial institution.
  • Innovative secure mail capability for sending encrypted content or invite customers to a secure portal to view confidential content.
  • Interactive process support capability to guide a web visitor through a conversation, asking refining questions, to resolve a service request, and to execute a “next best activity” such as an upsell.

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