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“eGain Knowledge has proved to be the single largest contributor
to the operational efficiency that we
have achieved in our contact centers.”
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“When we introduced eGain Knowledge, it put us in control
of the call. We dictated the pace of
the call and were able to convey consistent
answers to the customer. We went from
solving about 70 percent of calls at
first point to solving around 95 percent
of all calls without requiring an escalation.”
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“Our aim, in improving our customer service, was to make eGain
knowledge the de facto in-house ‘bible’'
for staff dealing with complex product
queries. Only by deploying best practice
‘expert’ responses directly from the
knowledge bas can we deliver the consistency
of response necessary for the high value
customers we deal with.”
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“eGain’s email solution is not only paying for itself by enabling
cost savings for us, it is also adding
value to our top line.”
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“eGain is the bedrock of our customer service email operations”
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“The eGain team were very responsive and knowledgeable. They
knew exactly what to do to help me meet
my ultimate objective of improving customer
service”
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“We’re a global company and most customers outside the U.S.
contact us by sending an email. With
eGain Mail, we can channel those inquiries
to specific CSRs. It’s really helped
us to streamline the way these customers
are handled.”
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“In the increasingly complex world of mobile phones, our agents
are more confident in answering customers'
inquiries. In turn they provide better
service to our customers.”
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“eGain understood our business and the specific requirements of telecoms customer service. This is critical as we enter the next phase of our eCare strategy, where we plan to introduce innovations such as mobile care and social media services.”
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“It is our goal to be the best water company in the UK and
to achieve this we need to differentiate
ourselves by being the leaders in customer
service. In keeping with this goal,
we will continue to work with eGain
to provide innovative customer service
options and further improve customer
experience.”
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