Global Provider of Digital Knowledge and Legal Services Solutions Makes Knowledge Findability and Authoring Easy With eGain
Company
This global provider of electronically searchable legal and journalistic information and content enabled workflow solutions is a pioneer in its domain. It gives professionals in legal, risk management, corporate, government, law enforcement, accounting, and academic markets access to billions of documents from thousands of legal, news, and business sources. Founded in the US, the company now has 15,000 employees, and serves customers in more than 100 countries worldwide.
Challenge
The legal knowledge provider has built its brand and leadership position in a niche market around reliable, accurate, and timely information. But in the digital age, no information is exclusive. Additionally, legal and business information is complex, mandates compliance in creation and distribution, and has no scope for errors. To counter the challenges, the provider resolved to ensure knowledge availability and exceptional experiences to users across channels, groups, geographies, and touchpoints. But it knew that to be able to provide consistent omnichannel engagement, ease and accuracy of search, and easy content authoring and maintenance, it would have to streamline knowledge processes end to end. The company had to start with replacing its many point solutions with a mature, scalable, best practices-embedded, unified customer engagement platform.
Solution
The global enterprise selected the eGain Customer Engagement Hub™ suite. The modular apps in it come with out-of-thebox reporting and integration capabilities to minimize operational cost and maximize productivity. eGain Knowledge+AI™ ensures consistent, omnichannel access to centralized knowledge across geographies and business units, and facilitates easy, workflow-enabled content creation, approval, submission, and maintenance.
eGain SelfService™ and the patented Guided Help™, an Artificial Intelligence reasoning capability, guide customers conversationally, step-by-step, towards answers, provide seamless experiences between the business’ product and self-service portals, and prevent escalations to email and chat channels. Finally, the innovative eGain Virtual Assistant™ offers brand-aligned digital engagement that also promotes self service adoption.
Results
The new email and chat deflection features on the self-service website have led to 70% less traffic into the contact center. eGain’s authoring capabilities save knowledge authors at least 2-3 minutes per article, reducing content authoring time by 30%. “eGain has improved our author team productivity,” says the Project Manager of Operations Programs and Shared Services. “The primary benefit has been the speed of making edits… the edit can be made in only a few clicks. I anticipate that eGain Knowledge will help adoption in other areas of the company.” So, over time, the niche player plans to implement eGain across 15 worldwide locations with an option to seamlessly shift to the inexpensive, secure, reliable, and hassle-free eGain Cloud™.
