eGain Knowledge for Salesforce

Contact center agents are able to quickly resolve a broad range of customer queries using eGain’s AI Knowledge by clicking the Solve Button™ from within Salesforce. Likewise, agents on eGain’s digital-first desktop are able to view customer profiles and context from Salesforce from within eGain.

Omnichannel interactions are recorded end-to-end in eGain and Salesforce for a 360-view. Customer profiles stored in Salesforce can also be leveraged from within eGain for multichannel engagement.

Businesses experience up to 37% improvement in FCR, 30-point improvement in NPS, and 50% reduction in training time with the solution.

Clients love the ease and efficacy of eGain omnichannel knowledge guidance capability layered on their Salesforce CRM system of record.

• A Fortune 500 financial services client uses eGain for Salesforce to handle customer queries such as account management, chargebacks, reports, tax statements, and troubleshooting. The client has also launched personalized customer self-service portals with profiled knowledge and AI guidance.
• A high-growth SaaS provider uses eGain for Salesforce to answer customer questions pertaining to benefits enrollment and changes. Since deploying eGain for Salesforce, they have seen a 60% improvement in agent confidence, 67% improvement in AHT, and 62% improvement in answer consistency.

Have you heard of our popular free production pilot program, Innovation in 30 Days™?  Sign up today to see in action how eGain AI + Knowledge can enhance your Salesforce deployment.
Sign up for a 30-day pilot of eGain for Salesforce