| |
|
|
 |
|
|
|
|
|
Social
experience management
|
|
|
|
Time spent by consumers on social
networks surged 73% in 2009 and this
megatrend is expected to continue.
In 2010, social networks collectively
became the #1 online destination.
Consumers are increasingly discussing
their needs, soliciting and offering
advice, and sharing their views about
businesses like yours in these social
networks. This free-flowing viral
conversation is both a challenge and
opportunity for your business. Customers
expect service wherever they are—this
includes communities and social networks.
Savvy businesses are leveraging this
opportunity for competitive differentiation
by delivering superior social customer
experience. On the flip side, if businesses
do not address negative references
in the social cloud, the consequent
damage to their brand might be irreversible.
eGain Social Experience Suite is
a complete, one-of-a-kind solution for social
customer service, knowledge harvesting,
reputation management, and community management.
Unlike alternatives, it is comprehensive,
seamlessly blended with other interaction
channels for superior customer and agent
experience, and enables best practices for
success.
|
|
 |
|
|
|
|
|
|
|
| |
|
Related news and
best practices |
|
|
|
|
|
|
|
|
|
|
|
|
Available for cloud or on-site deployment,
the suite is an integral part of eGain 10,
eGain’s Customer Interaction Hub solution.
It includes two products and a set of adapters:
 |
eGain®
Social™ for social
customer service, knowledge harvesting,
single-sourced media-tailored publishing,
and reputation management. |
|
eGain®
Community™ for creation
and management of online communities
or forums, community knowledge harvesting,
and single-sourced publishing. |
|
eGain®
Social Adapters™ to integrate
with Facebook, Twitter, and web search. |
How can eGain Social Experience Suite help
you?
Social customer service
|
Using eGain
Social Adapters, eGain Social “listens”
to queries posted on social networks
such as Facebook, Twitter, forums and
blogs, for listed and relevant keywords. |
|
The community
manager or the workflow engine analyzes
and routes the queries intelligently
to the right queue or agent. |
|
The agent
desktop seamlessly blends social queries
with those from traditional channels
like phone, email, SMS, chat, and cobrowse.
This allows agents to get a 360Plus™
social-blended view of the customer
and the context. |
|
With the help of a trusted
multichannel knowledge base, they provide
an answer to the query, which gets posted
back to the social cloud or to the individual
customer. |
|
The contact center manager
is able to measure and manage service
metrics such as response time by agent
or queue, topic trends, etc. |
Knowledge harvesting
|
The solution
facilitates harvesting of the best of
social knowledge, and single-sourced
proactive publishing across social and
traditional to maximize ROC (Return
on Content). |
|
Social content
are included as a seamless part of federated
search results. |
Reputation management
|
Social networks,
blogs, and forums are monitored for
discussions about the company. |
|
These mentions
are then analyzed by factors such as
the sentiment and the influence of the
social user and routed as a task to
the right person or queue in the business. |
|
Community managers and
agents can proactively monitor social
conversations and seamlessly switch
a social interaction to a discreet,
private conversation without losing
context. |
|
The community manager
is able to measure and manage metrics
such as positive and negative trends
in brand mentions, effectiveness and
speed of responses by agent, queue,
product, or brand. |
Community management
|
eGain Community
enables the community management process
end to end (Seed, Moderate, Harvest,
Publish, Federate, and Measure), while
integrating the community or support
forum with traditional interaction channels
for a unified CIH strategy. |
|
Agents have
a 360Plus™ community-blended multichannel
view of customer interactions for rapid
resolution. |
|
Community managers can
create forums, seed them with trusted
and useful content, promote its use,
and moderate discussions on an ongoing
basis. Forum posts are federated and
included in knowledge base searches,
and useful posts are harvested for inclusion
in knowledge bases, maintained by the
business. |
|
|
|
|
|
