Customer Self-Service Software

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Was Analysten über eGain-Lösungen sagen

Bestnote im Gartner-Bericht über kritische Fähigkeiten 2021 für das CRM Customer Engagement Center für digitales Engagement + Wissensmanagement + Automatisierung von Engagements
Höchste Punktzahl für "Aktuelles Angebot" (d. h. Produkt) in der Forrester New Wave 2021 zum Thema Digital-First-Kundenservice

eGain Knowledge for Self-Service provides distinctive, productive, brand-aligned self-service

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 Knowledge for Self-Service™ 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.

Powered by the patented eGain Multisearch knowledge access technology, innovative user interfaces such as brand-aligned avatar chatbots and UI templates, eGain Knowledge for Self-Service brings together the power of the industry’s broadest set of knowledge access methods, federated search, process intelligence, multilingual capabilities and flexible look and feel—all behind a single search box—for distinctive, on-target self-service.

An integral part of the eGain Customer Engagement (CEH) suite, the self-service software enables call deflection from contact centers, and when needed, full-context escalation of self-service interactions to assisted interactions.

New enterprise search features, combined with its knowledge management and multichannel suite, make eGain a must-have vendor for enterprise short lists.

John Ragsdale, VP of Research, Technology Services Industry Association

Features

Search

  • Keyword and intent-based search
  • Natural language search with optional avatar interface
  • Topic tree browsing Guided help, powered by patented Case-Based Reasoning (CBR)
  • Content federation from across website, contact center, enterprise, community, and social content
  • All access methods behind a single search box
  • Relevance-ranked presentation of search results

Distinctive Self-Service

  • Innovative online self-service experiences, including brand-aligned avatar interfaces and context-aware escalations to assisted service
  • Flexible templates that match the look and feel of self-service pages to the rest of the website and the brand
  • Contextual widgets for the desktop, webtop, and mobile devices
  • Ability to hop across search methods to find the answer (for instance, from topic-tree browsing to artificial intelligence-enabled guided help)

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