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eGain Solve for Apple Business Chat

 

eGain customer service solution integrates with Apple Business ChatSolution highlights

  • Enable hundreds of millions of consumers on Apple iOS to interact with businesses through the Messages App
  • Leverage eGain AI to infer customer intent, power bot conversations through messaging, route escalations to contact center agents, and guide agents through messaging conversations
  • Provide immersive customer experiences with the rich features of Apple Business Chat Beta such as rich links, list pickers, date time pickers, Apple Pay, images, and iMessage extensions
  • Handle conversations, leveraging the powerful capabilities of eGain Advisor™ agent desktop that provides
    • Personalized, proactive customer engagement
    • Solve button for easy access to contextual knowledge and AI-powered conversational guidance

 

BIG TRENDS IN CX

Gartner

89% of companies believe CX is their main basis for competition

Requests through consumer mobile messaging apps will exceed social media requests by 2019

Nielsen

56% of consumers would rather message a business than call

BIG TRENDS IN CX

Nielsen

67% expect to message businesses even more over the next two years

Forrester consumer survey

Inconsistent answers across channels, lack of knowledge among agents (and websites) are top customer service pain points