Customer pain is overwhelmingly about not finding that one right answer
Digital CX initiatives often fail because of a key missing ingredient—knowledge. There’s a crying need in businesses of all sizes for a “modern knowledge brain” to match their “digital body.” Powered by AI reasoning, ML, Natural Language Processing, and analytics, eGain Knowledge Hub™ is a rich, one-stop knowledge management solution for the digital-first, remote-first era. Among the benefits are:
- Knowledge harmony created by centralizing 360 customer context, omnichannel content, profiled access, personalization, search methods, conversational guidance, and analytic insight into one platform
- Assured customer service and agent confidence with the single right answer to customer questions
- Consistency and process compliance at scale across touchpoints
- Rich functionality out of the box for quick business value—say goodbye to multi-year development, customization, and integration projects with toolkits
- Easy governance, insights, and optimization
Customer Success at Scale
BT transformed their customer service operation across thousands of contact center agents and hundreds of stores with eGain Knowledge for Contact Centers.
Gartner quote: Kraus, et al. 2021 “Delivering Relevant Content and Knowledge to Customers is Key to Great Customer Service.” Gartner, Inc.
Download the Gartner Market Guide for Customer Service Knowledge Management Systems, Sep 2022