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Customer Success

Bell Aliant 

“eGain Knowledge has proved to be the single largest contributor to the operational efficiency that we have achieved in our contact centers.”

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Barclays Bank

“When we introduced eGain Knowledge, it put us in control of the call. We dictated the pace of the call and were able to convey consistent answers to the customer. We went from solving about 70 percent of calls at first point to solving around 95 percent of all calls without requiring an escalation.”

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NETRADA trusts eGain
“Our agents have been able to process a significantly larger number of emails with eGain, compared to the systems we have had in the past, without compromising the accuracy of answers. Consumers appreciate the high quality and rapid response time NETRADA offers.”

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Replacements Ltd.
“eGain’s email solution is not only paying for itself by enabling cost savings for us, it is also adding value to our top line.”

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Rust-Oleum trusts eGain
“The eGain team was excellent. It paid attention to all our user requirements, provided excellent support, and stayed with us through go-live.”

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Scottish and Southern Energy
“eGain is the bedrock of our customer service email operations”

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Southern Water

“The eGain team were very responsive and knowledgeable. They knew exactly what to do to help me meet my ultimate objective of improving customer service”

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Virgin Media

“In the increasingly complex world of mobile phones, our agents are more confident in answering customers’ inquiries. In turn they provide better service to our customers.”

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Vodafone

“eGain understood our business and the specific requirements of telecoms customer service. This is critical as we enter the next phase of our eCare strategy, where we plan to introduce innovations such as mobile care and social media services.”

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Yorkshire Water

“It is our goal to be the best water company in the UK and to achieve this we need to differentiate ourselves by being the leaders in customer service. In keeping with this goal, we will continue to work with eGain to provide innovative customer service options and further improve customer experience.”

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MORE CASE STUDIES

FINANCIAL SERVICES

A Leading American Direct Banking and Payment Services Company Uses Email Management to Smooth Out Bumps in Online Customer Service

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INSURANCE – HEALTH

Health Insurance Giant Prescribes eGain Customer Engagement Hub to Integrate Content, Channels, and Legacy Data Across Massive Multichannel Customer Base

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INSURANCE - P&C

Major US Insurer Covers Customer Service With eGain Mail

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Premier Diversified Insurance and Financial Services Giant Ensures More Web Sales with Cobrowse, Chat, and Click to Call

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MANUFACTURING

Leading Manufacturer of Doors and Windows Designs Exceptional Customer and Agent Experiences With eGain Knowledge

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RETAIL

UK High Street Fashion Retailer Styles Better Online Customer Journeys

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Premium Fashion Retailer Launches Brand-Aligned Customer Service

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International Beauty Products Company “Freshens Up” Its Service Image With eGain Customer Engagement Hub

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Global Imaging Giant Picks eGain Customer Engagement Hub to Sharpen Its Focus on Sales and Service

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Fashion Forward Retailer “Friends” Online Customers and Improves Service with Social Media Management and eGain Customer Engagement Hub

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Global Clothing and Outerwear Retailer Outfits with eGain Customer Engagement Hub in the Cloud to Weather eService “Storm”

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