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"Its (eGain's) conversationally,
emotionally and culturally tailored
virtual assistant is the best-integrated
offering among the participants in this
(2009) Magic Quadrant and can be tailored
to deliver service experiences that
are consistent with the company's brand."
- Gartner, Inc.
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Web self-service
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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. Industry
studies continue to highlight usability
issues in most web self-service implementations.
In fact, a 2003 Jupiter Research study
concluded that self-service was plagued
with usability issues prompting consumers
to seek assistance through email and
phone channels to get their questions
answered.
eGain® SelfService™
is based on the notion of multimodal
self-service and has two innovative
features that differentiate it from
other self-service systems.
1. The eGain solution can be
configured to adapt to customer need
by exposing appropriate access methods-from
among a range that includes FAQ,
search,
browse,
guided
help and chat
bots.
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Related
products |
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These
capabilities are also available
for phone self-service and contact
center knowledge management: |
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eGain
IVR |
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eGain
KnowledgeAgent |
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2. Second, the system automatically
identifies knowledge bottlenecks based on
self-service usage and user feedback to generate
alerts and review tasks for appropriate content
owners. This self-monitoring feature ensures
that the self-service implementation does
not languish due to lack of attention from
business owners. As customers use self-service
and provide feedback (either explicitly or
implicitly), their input is processed and
interpreted to drive content improvement and
access method refinement. |
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