Hypergrowth retailer automates digital shopper engagement with eGain
April 01 2021 - 6:30AM
eGain (NASDAQ: EGAN), the leading cloud platform for customer
engagement automation, today announced that a fast-growing online
retailer leverages eGain for digital customer engagement
automation.
The multi-brand retailer was struggling to meet
the soaring demand for customer service, fueled by rapid growth.
True to its online business model, the company wanted to offer only
digital customer service and had deployed a virtual assistant to
that end. The chatbot, though, could barely do anything more than
meet and greet shoppers. Moreover, the retailer was struggling with
disparate channel silos, detracting from both the shopper
experience and the contact center agent experience.
The company tried out eGain’s award-winning
Virtual Assistant through the eGain Innovation in 30 Days™ program,
a risk-free production pilot. Delighted with the experience, the
retailer proceeded to deploy eGain chatbots for multiple brands,
tailoring each chatbot’s avatar to match that brand’s
personality.
The chatbots are resolving a wide range of
shopper queries, including products, order status, returns, and
refunds, deflecting customer contacts by up to 90%. The retailer is
also leveraging eGain Advisor Desktop™ for agent-assisted chat,
where needed. Unlike standalone products, eGain’s agent desktop
allows the customer service representative to see a customer’s
interactions with all touchpoints, including with the chatbot, so
that the conversation can be simply carried forward for a seamless
experience.
The retailer plans to roll out more
eGain-powered chatbots rapidly to support their other brands and
handle additional shopper intents. Also in the plan is the addition
of other digital channels to support contactless commerce.
“Chatbots have assumed a critical role in not
only providing service but also building the brand,” said Ashu Roy,
eGain CEO. “We are pleased to help this retailer wow shoppers with
next-gen digital engagement.”
More informationeGain Virtual
Assistant:
https://www.egain.com/products/chatbot-virtual-assistant-software/eGain
SuperChat: https://www.egain.com/products/chat-software/eGain
Advisor Desktop: https://www.egain.com/agent-desktop/eGain
Innovation in 30 Days™:
https://www.egain.com/innovation-in-30-days/
About eGaineGain customer
engagement platform automates digital-first, omnichannel
experiences across all touch points. Powered by AI, machine
learning, knowledge, and analytics, our top-rated software
optimizes customer journeys with virtual assistance, messaging hub,
and desktop to serve customers, reduce cost, and improve
compliance. To learn more, 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
contactMichael MessnerEmail:
press@egain.comPhone: 408 636 4514 |
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