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"Not only did eGain Knowledge help
us improve service consistency, we also
achieved a 21 percent reduction in call
handling time and an eight percent reduction
in field engineer visits."
- John Rodger
Manager
of Call Centers, Transco
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| Home
> Solutions > Help desks |
Untitled Document
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Help desks
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Challenges
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Ensure service
levels for inquiries across all channels—phone,
email, web |
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Reduce cost
per incident across all channels |
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Increase self-service
usage for common "how-to"
queries |
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Offer self-service
portal to open and track progress of
tickets |
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Reduce tier-two
escalation and improve first-time-fix
rates |
eGain solutions
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Integrated
analytics to track service levels and
manage agent performance across phone,
email, and web channels. Surveying capability
for providing feedback on service quality.
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Powerful knowledge
management tools combined with best
of breed email, chat, and call tracking
applications to improve first time fix
rates and reduce escalations. Content
adapters for easily leveraging existing
content sources on the intranet, technical
documents, and legacy knowledge bases.
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Adaptive self-service
capability to increase user adoption,
with the broadest range of access methods
including natural language search, configurable
browse views, dynamic FAQ, and guided
problem resolution options.
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Web-based
customer portal for opening and tracking
service requests and viewing case history.
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Capture best
practice troubleshooting techniques
using a diagnostic support tool that
leverages existing technical documents
and trouble ticket repositories. |
Customer successes
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chat dropdown
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