Customer Self-Service Software
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
eGain Knowledge for Self-Service provides distinctive, productive, brand-aligned self-service
One size doesn’t fit all in web self-service! The same approach to self-service will not work for every type of customer, every type of inquiry, or every stage of the customer life cycle.
eGain Knowledge for Self-Service™ enables organizations to provide distinctive, productive, and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service or sales agents.
Powered by the patented eGain Multisearch knowledge access technology, innovative user interfaces such as brand-aligned avatar chatbots and UI templates, eGain Knowledge for Self-Service brings together the power of the industry’s broadest set of knowledge access methods, federated search, process intelligence, multilingual capabilities and flexible look and feel—all behind a single search box—for distinctive, on-target self-service.
An integral part of the eGain Customer Engagement (CEH) suite, the self-service software enables call deflection from contact centers, and when needed, full-context escalation of self-service interactions to assisted interactions.
eGain Knowledge for Self-Service™ enables organizations to provide distinctive, productive, and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service or sales agents.
Powered by the patented eGain Multisearch knowledge access technology, innovative user interfaces such as brand-aligned avatar chatbots and UI templates, eGain Knowledge for Self-Service brings together the power of the industry’s broadest set of knowledge access methods, federated search, process intelligence, multilingual capabilities and flexible look and feel—all behind a single search box—for distinctive, on-target self-service.
An integral part of the eGain Customer Engagement (CEH) suite, the self-service software enables call deflection from contact centers, and when needed, full-context escalation of self-service interactions to assisted interactions.
New enterprise search features, combined with its knowledge management and multichannel suite, make eGain a must-have vendor for enterprise short lists.
John Ragsdale, VP of Research, Technology Services Industry Association
Features
Search
- Keyword and intent-based search
- Natural language search with optional avatar interface
- Topic tree browsing Guided help, powered by patented Case-Based Reasoning (CBR)
- Content federation from across website, contact center, enterprise, community, and social content
- All access methods behind a single search box
- Relevance-ranked presentation of search results
Distinctive Self-Service
- Innovative online self-service experiences, including brand-aligned avatar interfaces and context-aware escalations to assisted service
- Flexible templates that match the look and feel of self-service pages to the rest of the website and the brand
- Contextual widgets for the desktop, webtop, and mobile devices
- Ability to hop across search methods to find the answer (for instance, from topic-tree browsing to artificial intelligence-enabled guided help)
