Customer Success
With eGain, the mega bank not only overcame longstanding operational challenges but also positioned itself for continued success in an ever-evolving banking landscape characterized by heightened customer expectations and competitive pressures.
“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.”
“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.”
“eGain Knowledge has proved to be the single largest contributor to the operational efficiency that we have achieved in our contact centers.”
“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.”
“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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MEDIA
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