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"Customer service is a cornerstone
of our strategy to grow the business.
eGain Email is a critical enabler of
this strategy."
- Martha Newman
Internet
Services Manager, Replacements Ltd
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| Home
> Solutions > Retail |
Untitled Document
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Retail
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The Web has transformed the
way people interact with retail organizations.
High-speed internet connections mean that
people visit many more retailers than before.
The first interaction is crucial; with most
new visitors looking for information if help
isn't convenient and easy then potential customers
hit the back button and go to the next retailer
in the search engine list.
The Web is also changing the way customers
interact throughout the life cycle; support
and service requests are fragmented across
channels and customers expect the same process
and information through each channel.
 Case
studies
Industry
challenges and eGain solutions
Bad service is a leading reason for defection
| Poor
customer service is one the major reasons
why businesses lose customers. Retail
organisations need to ensure that they
can provide prompt, accurate responses
to enquiries from prospective customers
and offer a range of communication channels. |
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eGain
has worked with leading Retail organisations
to establish and maintain market leading
Service Levels for email responses to
sales enquires and support on-line customers
complete transactions. |
Self-service is more than call deflection
| Customers
increasingly expect to be able to get
help online in a variety of ways that
match their preference or the nature
of their inquiry: FAQ, search, guided
help, virtual assistant, or web collaboration. |
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eGain
has helped leading Retailers support
on-line enquirers and prospective customers
to get self help, automated email responses
or be guided through customer service
issues. |
More customers are choosing the email channel
| Customers
increasingly expect to be able to resolve
enquiries by email as this can be more
convenient and provide a record of the
outcome. |
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eGain
has helped leading Retailers provide
excellent customer through management
of responses to inbound email enquiries
and outbound emails generated to keep
customer informed of order progress. |
Outbound email notification
| Outbound
emails to retail subscribers is an effective
way to advise customers of potential
benefits. |
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eGain
has worked with leading Retailers to
direct inbound email enquiries to CSAs
with the most appropriate skills and
to manage outbound email campaigns to
subscribers with specific targeted offers. |
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