Knowledge Management in Retail

Logo of Qurate, L.L.Bean, and Land's End

Brands will lose 50% of sales on backordered items unless they compensate with CX

Retail customer satisfaction dropped in 2021

77% of shoppers will reuse digital channels post pandemic


Per Gartner, poor CX has been the biggest barrier to digitalization success and disparate knowledge silos in organizations is a big deterrent to good CX . No wonder Gartner rates knowledge management (KM) as the #1 technology to improve not only CX, a critical success factor for digitalization success, but also the employee experience (EX) and operational performance. But legacy KM systems have failed to deliver the goods, calling for a need to modernize it with a revolutionary new approach called the “Knowledge Hub™.”

The eGain Knowledge Hub is the first such solution to unify and orchestrate all the essential technology building blocks of KM, including content management, profiled access, intent inference, search methods, conversational guidance (what to say next), process guidance (what to do next), analytics, personalization, and connectors to existing systems, powered by AI, ML, and analytics.

56% of shoppers say they got different answers from retailers for the same question across touchpoints

eGain-Dimensional Research

Hypergrowth online retailer selects eGain Knowledge Hub™ to deliver wow experiences

Why eGain

Industry success

Track record of success at scale with the biggest retailers and branded manufacturing firms. eGain clients were rated #1 in Newsweek’s Best Customer Service Companies for home/sporting goods brick-and-mortar retailers and online apparel retailers in 2021.

Domain expertise

More than two decades of experience in KM and retail domain expertise.

Security and compliance

Compliant with privacy and security standards such as PCI, NIST SP 800-53, HIPAA, and FedRAMP.


The top-rated SaaS solution for digital-first, knowledge-powered customer engagement automation that includes unified omnichannel hubs for managing knowledge, conversations, and analytics, powered by AI, ML, and analytics.

Business value

Rich out-of-the-box functionality for quick business value, say no to toolkits and multi-year development, customization, and integration projects.

Ease of innovation

One-of-a-kind, risk-free production pilot—not a toy sandbox—so you and your team can experience the solution free of charge and obligation.

eGain Clients ranked #1 in Newsweek's Best Customer Service Companies 2022

Multichannel and digital-only retail leaders trust eGain!

Leading omnichannel retailer is automating and augmenting customer service with eGain, leveraging digital self-service, messaging, chat, and IVR deflection to digital service, all backed by the eGain Knowledge Hub™, to handle over 9 million customer contacts per year. They are deflecting 45% of phone contacts and 30% of IVR contacts with digital self-service and chat messaging, delivering joined-up omnichannel service with context-aware escalation to agent-assisted service.

Hypergrowth retailer was struggling to meet the soaring demand for customer service. They tried out eGain’s Virtual Assistant through the eGain Innovation in 30 Days™ program, a risk-free production pilot. Delighted with the experience, the retailer deployed eGain chatbots for multiple brands. The bots are resolving a wide range of shopper queries, deflecting customer contacts by up to 90%. Where needed, they escalate the conversation to agents, who can see the full self-service context in the eGain Advisor Desktop™, to seamlessly move the conversation forward.


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