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

Company

Over the last fifty years, this US-based global, multichannel retailer of classically styled apparel, swimwear, outerwear, and luggage has built its name on trust, quality, and reliability of its products and services. Its brand is distributed nationally through one of the world’s largest department store chains, sold in free standing stores, and shipped to online customers.

Challenge

The company identifies its main goal as: “To please our customers with the highest levels of quality and service in the industry, along with an unequivocal ironclad guarantee.” So, they wanted to prioritize extending the same excellence in the online sales channel and not get neck deep in maintenance, security, IT, and other non-customer focused issues.

But as more and more internet savvy, channel hopping customers visited the site, browsed products, and asked questions, they found their customer service organization overwhelmed with the volume of communications. Worse, their existing website provided little insight into the source of problems.

Solution

With the retail holiday season looming ahead, the retailer chose the eGain Customer Engagement Hub™ for their contact center, with a cloud installation of eGain Offers™, eGain Chat™, and eGain Mail™. The system was fully operational for 450 users in 23 days.

Results

eGain Offers provided powerful tools for tracking, analyzing, and responding to millions of visitors in real time through context based offers, easily configured by an administrator. Proactive chat offered secure “helping hands” to as many as 2000 customers a day, building trust.

Online reactive chat reinforced loyalty among 600,000 visitors a year through top notch service (receiving an average five star customer rating). And when escalations were needed, eGain Mail allowed rapid setup of workflows, simplifying processes and reducing maintenance overhead. Because Mail, Chat, and Offers use the same knowledge base, answers were more consistent and agents rapidly mastered content, allowing them to stay focused on customer service.

According to the Director of Customer Service, this helped them “improve the customer experience and increase order conversion.” Not a bad thing to have in your backpack