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Customer Success

Bell Aliant

“eGain Knowledge has proved to be the single largest contributor to the operational efficiency that we have achieved in our contact centers.”

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Rust-Oleum

“The eGain team was excellent. It paid attention to all our user requirements, provided excellent support, and stayed with us through go-live.”

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Southern Water

“The eGain team were very responsive and knowledgeable. They knew exactly what to do to help me meet my ultimate objective of improving customer service”

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Barclays

“When we introduced eGain Knowledge, it put us in control of the call. We dictated the pace of the call and were able to convey consistent answers to the customer. We went from solving about 70 percent of calls at first point to solving around 95 percent of all calls without requiring an escalation.”

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Virgin Media

“In the increasingly complex world of mobile phones, our agents are more confident in answering customers’ inquiries. In turn they provide better service to our customers.”

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Vodafone

“eGain understood our business and the specific requirements of telecoms customer service. This is critical as we enter the next phase of our eCare strategy, where we plan to introduce innovations such as mobile care and social media services.”

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Yorkshire Water

“It is our goal to be the best water company in the UK and to achieve this we need to differentiate ourselves by being the leaders in customer service. In keeping with this goal, we will continue to work with eGain to provide innovative customer service options and further improve customer experience.”

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More Customer Service Case Studies

FINANCIAL SERVICES

African Bank Becomes #1 in Customer Sat and Gets to “All Agents, All Calls” with eGain Knowledge and AI
DOWNLOADA Leading American Direct Banking and Payment Services Company Uses Email Management to Smooth Out Bumps in Online Customer Service
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Diversified Insurance and Financial Services Group Transforms Omnichannel Customer Engagement With eGain
DOWNLOADFinancial Services BPO Transforms Agents Into Advisors with eGain Knowledge
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GOVERNMENT

European Tax Agency Goes Digital with eGain Virtual Assistant, Chat, and Offers
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US Federal Agency Saves Millions With Knowledge Guided Customer Engagement
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INSURANCE – HEALTH

Health Insurance Giant Prescribes eGain Customer Engagement Hub to Integrate Content, Channels, and Legacy Data Across Massive Multichannel Customer Base
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A Knowledge Hub is Just What the Doctor Ordered for a Leading Blue
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INSURANCE – P&C

Major US Insurer Covers Customer Service With eGain Mail
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Premier Diversified Insurance and Financial Services Giant Ensures More Web Sales with Cobrowse, Chat, and Click to Call
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MANUFACTURING

Leading Manufacturer of Doors and Windows Designs Exceptional Customer and Agent Experiences With eGain Knowledge
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MEDIA

Global Provider of Digital Knowledge and Legal Services Solutions Makes Knowledge Findability and Authoring Easy With eGain
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RETAIL

UK High Street Fashion Retailer Styles Better Online Customer Journeys
DOWNLOADPremium Fashion Retailer Launches Brand-Aligned Customer Service
DOWNLOADInternational Beauty Products Company “Freshens Up” Its Service Image With eGain Customer Engagement Hub
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Global Imaging Giant Picks eGain Customer Engagement Hub to Sharpen Its Focus on Sales and Service
DOWNLOADGlobal Clothing and Outerwear Retailer Outfits with eGain Customer Engagement Hub in the Cloud to Weather eService “Storm”
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SaaS

Hyper-Growth SaaS Company Transforms Customer and Agent Experience With Knowledge Hub
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TECHNOLOGY

Global Silicon Chips Manufacturer Embeds Multilingual Guided Knowledge in Customer Engagement
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TELECOM

Giant Communications Service Provider Transforms Digital Customer Service With eGain Chat and Messaging
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UK Telco Transforms Digital Customer Service with eGain Knowledge & AI
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