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Untitled Document
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eService
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Challenges
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Reduce operating
cost through increased self-service |
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Offer consistent
and convenient assisted online service
across email and web |
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Develop innovative
"customer engagement and advice
models" for retaining and increasing
customer wallet share |
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Ensure security,
privacy, and compliance around confidential
customer information online |
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Personalize
the online service experience to upsell
to customers |
Why
eGain
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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™ reasoning, workflow
mapping, and data adaptors that link
bi-directionally into back office customer
information databases.
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Best-of-breed
applications for managing customer emails
and web collaboration built on eGain
SMP™, a service management platform
that leverages common business logic
and knowledge base and links through
configurable adapters into legacy customer
information systems.
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Proxy-based
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.
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Innovative
secure mail capability for sending encrypted
content or invite customers to a secure
portal to view confidential content.
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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. |
Customer successes
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