Iconic omnichannel retailer expands next-gen digital customer experiences with eGain
August 20 2020 - 7:30AM
eGain (NASDAQ: EGAN), the leading provider of customer engagement
solutions, today announced that a leading omnichannel retailer is
now offering expanded self-service powered by eGain.
The company selected eGain for its deep product capabilities and
quick business value. With shoppers going digital in a hurry in the
pandemic, the company needed to rapidly expand customer
self-service, while controlling operating costs.
In a matter of weeks, eGain helped launch virtual assistance and
customer messaging to complement existing live chat and
knowledge-based customer engagement. Going beyond “meet and greet,”
the virtual assistant resolves a broad range of questions on
orders, returns, product selection, and store location. Integrated
with transactional systems, it now successfully resolves 45% of
customer contacts, delivering quick value and improved customer
experience.
The retailer’s contact center agents use eGain’s digital-first
omnichannel desktop to resolve escalated customer issues. Agents
loved the modern UI and adopted it with zero training.
“We are thrilled to enable contactless commerce with our
easy-to-activate virtual assistant and messaging capabilities,
powered by AI and Knowledge on our omnichannel platform,” said Ashu
Roy, eGain CEO.
More information
eGain Virtual Assistant:
https://www.egain.com/products/virtual-assistant-software/eGain
SuperChat: https://www.egain.com/products/chat-software/eGain
Messaging Hub: https://www.egain.com/messaging-hub/eGain AI
Knowledge:
https://www.egain.com/products/knowledge-management-software/eGain
Suite: https://hd.egain.com/overviews/egain-suite.pdfeGain
Innovation in 30 Days™:
https://www.egain.com/innovation-in-30-days/
About eGain
Our omnichannel customer engagement solutions power
digital-first experiences for leading brands. Infused with AI,
machine learning, knowledge and analytics, our award-winning
platform helps clients automate and optimize customer journeys
via virtual assistance, messaging, social, mobile, web,
and contact centers. To learn more about eGain,
visit www.eGain.com.
eGain, the eGain logo, and all other eGain product names and
slogans are trademarks or registered trademarks of eGain Corp. in
the United States and/or other countries. All other company names
and products mentioned in this release may be trademarks or
registered trademarks of the respective companies.
eGain media
contact Michael Messner Email:
press@egain.comPhone: 408 636 4514 |
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