Notification Software
eGain Notify
What Analysts Say About eGain Solutions
Top score in the 2023 Gartner Critical capabilities report for the CRM customer engagement center for knowledge management + digital engagement + composable experience platform
Top score for “current offering” (that is, product) in the 2021 Forrester New Wave (most recent report) on Digital-First Customer Service
Notification Management for Customer Service
eGain Notify is a flexible, easy-to-use application for managing and delivering automatic reminders, alerts, and updates, i.e., notifications, at all stages of the customer relationship cycle. It is used to provide proactive customer service by sending alerts to customers via multiple interaction channels such as email, phone, and SMS. These notifications could span various stages of a service transaction, a customer’s life event, or a customer’s overall life progression where a business may want to add value by providing contextual customer service.
Features
- Alerts, triggered by events, can be delivered through any interaction channel including SMS, email, fax, and voice
- Alerts can be internal to the enterprise or external
- Consolidate and coordinate notifications and alerts from multiple systems in the enterprise
- Preemptive and proactive approach reduces the number of incoming requests for agent-assisted service, while enhancing customer experience and sales
- Internal alerts related to specific customer events enable effective and proactive customer service
- Use it for promotions such as contextual cross-sell and upsell
- With eGain’s inbound products, it provides a complete, “hub” view of inbound and outbound interactions to contact center agents, including responses to notifications
