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of retail sales will be impacted by the Web in 2016, a Y-on-Y growth of 9% from 2011


$370 B

Forrester’s US online retail sales forecast, by 2017


more spent per transaction experienced among multichannel consumers

The Web has transformed the way people interact with retail organizations. High-speed internet connections mean that people visit many more retailers than before. The first interaction is crucial; with most new visitors looking for information, if help isn’t convenient and easy, then potential customers hit the back button and go to the next retailer in the search engine list.

The Web is also changing the way customers interact throughout the life cycle; support and service requests are fragmented across channels and customers expect the same process and information through each channel. In other words, customer journeys are omnichannel and they expect omnichannel experiences.

Industry challenges and eGain solutions

Bad service is a leading reason for defection 

Poor customer service is one the major reasons why businesses lose customers. Retail organisations need to ensure that they can provide prompt, accurate responses to inquiries from prospective customers and offer a range of communication channels.

  • eGain has worked with leading retail organizations to establish and maintain market leading Service Levels for email responses to sales inquires and support online customers complete transactions.

Self-service is more than call deflection

Customers increasingly expect to be able to get help online in a variety of ways that match their preference or the nature of their inquiry: FAQ, search, guided help, virtual assistant, or web collaboration.

  • eGain has helped leading retailers support online enquirers and prospective customers to get self-help, automated email responses, or be guided through customer service issues.

Email customer service is tablestakes

Customers don’t expect your business to just have an email option. Emails provide a record of the outcome, but customers want chat and messaging, too. They like messaging for its convenience.

  • eGain has helped leading retailers keep customers informed of order progress and provide excellent customer experiences through live human-assisted channels like email, chat, cobrowse, and messaging.

Outbound proactive notification 

Called proactive customer service, outbound notifications over the customer’s preferred channel—email, SMS, or any other—to retail subscribers is an effective way to advise customers of potential benefits.

  • eGain has worked with leading retailers to direct inbound email enquiries to agents with the most appropriate skills and to manage outbound email campaigns to subscribers with specific targeted offers.
  • Send timely, multichannel alerts and communications to preempt customer service issues.