eGain for Google’s Business Messages

Big Trends in CX

89% of companies believe CX is their main basis for competition

67% of consumers expect to message businesses even more over the next two years

There will be 3 billion users of messaging apps by 2022

Solution Highlights

Enable consumers on Android-powered mobile devices to interact with businesses through Google Business Messages, including from entry points such as search and maps

Leverage eGain AI to infer customer intent, power bot conversations through messaging, route escalations to contact center agents, and guide agents through messaging conversations

Provide immersive customer experiences with the rich features of Google’s Business Messages

Handle conversations, leveraging the powerful capabilities of eGain Advisor™ agent desktop that provides

  • Personalized, proactive customer engagement
  • Solve Button™ for easy access to contextual knowledge and AI-powered conversational guidance
YouGov consumer survey

Consumers Love Messaging But Hate its Experience Silo

YouGov survey of US and UK consumers reveals that lack of consistent omnichannel experience is the biggest hurdle to faster adoption of messaging for customer service.

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