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organizations are ill-prepared to shift from transaction to relationship focus in customer-facing process design


companies do not consider improving the call center agent experience as a top company goal


customers say that a good online customer service requires that a company value their time


Industry challenges

  • Ensure service levels for inquiries across all channels—phone, email, web
  • Reduce cost per incident across all channels
  • Increase self-service usage for common “how-to” queries
  • Offer self-service portal to open and track progress of tickets
  • Reduce tier-two escalation and improve first-time-fix rates

Agent survey reveals the challenges they face while delivering customer service

eGain solutions

  • Integrated analytics to track service levels and manage agent performance across phone, email, and web channels. Surveying capability for providing feedback on service quality.
  • Powerful knowledge management tools combined with best of breed email, chat, and case management applications to improve first time fix rates and reduce escalations. Content adapters for easily leveraging existing content sources on the intranet, technical documents, and legacy knowledge bases.
  • Adaptive self-service capability to increase user adoption, with the broadest range of access methods including natural language search, configurable browse views, dynamic FAQ, and guided problem resolution options.
  • Web-based customer portal for opening and tracking service requests and viewing case history.
  • Capture best practice troubleshooting techniques using a diagnostic support tool that leverages existing technical documents and trouble ticket repositories.