82%

of multichannel product buyers prefer a WCS suite to a standalone product

2-3

failed web self-service attempts is enough to stop your customers from returning

29%

of customers prefer to use online channels over phone for customer service

Challenges Facing the Industry

  • Reduce operating cost through increased self-service
  • Offer consistent and convenient assisted online service across email and web
  • Develop innovative “customer engagement and advice models” for retaining and increasing customer wallet share
  • Ensure security, privacy, and compliance around confidential customer information online
  • Personalize the online service experience to upsell to customers

Get the Hub Advantage With eGain

Self-Service

Adaptive self-service capability to increase user adoption, with the broadest range of access methods including natural language search, configurable browse views, dynamic FAQ, and guided problem resolution options. Range of customer self-service processes can be automated through webforms automation, (Inference™) AI reasoning, workflow mapping, and data adapters that link bi-directionally into back office customer information databases.

Collaboration

Best-of-breed applications for managing customer emails and web collaboration built on eGain CEH™, a customer engagement platform that leverages common business logic and knowledge base and links through configurable adapters into legacy customer information systems.

Cobrowsing

Cobrowsing of dynamic web content to improve online sales conversion and enrich the service experience for phone-based customers, for instance in the course of opening an account in a financial institution.

 

Security

Innovative secure mail capability for sending encrypted content or invite customers to a secure portal to view confidential content.

Guidance

Interactive process support capability to guide a web visitor through a conversation, asking refining questions, to resolve a service request, and to execute a “next best activity” such as an upsell.


Best practice advice

Omnichannel Customer Service in Retail

Omnichannel customer service is still in the realm of desire for businesses. And that is a problem because consumers are already omnichannel. These best practices can help resolve some of your issues.

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know

We discuss and analyze each myth and offer proven industry best practices to counter them—all set in a pragmatic framework based on hundreds of enterprise implementations. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.