Customer Self-Service Software, Powered by Knowledge

What Analysts Say About eGain Solutions: Top score in 2021 Gartner critical capabilities report and top score for current product offering in Forrester New Wave

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 provides distinctive, productive, brand-aligned self-service

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



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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