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"eGain has a good
self-service solution, uses linguistic
tools to understand the inquiry and
does a good job of leveraging the solution
into other areas of the enterprise."
- Gartner, Inc.
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Web self-service software
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One
size doesn't fit all in web self-service!
The same approach to self-service will not
work for every type of customer, every type
of inquiry, or every stage of the customer
life cycle. Industry studies continue to highlight
usability issues in most web self-service
implementations. In fact, a 2003 Jupiter Research
study concluded that self-service was plagued
with usability issues prompting consumers
to seek assistance through email and phone
channels to get their questions answered.
eGain® SelfService™
is based on the notion of multimodal self-service
and has two innovative features that differentiate
it from other self-service systems.
1. The eGain solution can be configured to
adapt to customer need by exposing appropriate
access methods-from among a range that includes
FAQ, search,
browse,
guided help
and chat bots.
2. Second, the system automatically identifies
knowledge bottlenecks based on self-service
usage and user feedback to generate alerts
and review tasks for appropriate content owners.
This self-monitoring feature ensures that
the self-service implementation does not languish
due to lack of attention from business owners.
As customers use self-service and provide
feedback (either explicitly or implicitly),
their input is processed and interpreted to
drive content improvement and access method
refinement. |
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chat dropdown
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