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Untitled Document
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Financial services
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Some financial services organizations
are pursuing growth through acquisitions,
and profits through operational restructuring,
technological economies of scale, and labor
arbitrage enabled by the Internet. Other organizations
are relying on customer intimacy and personalization
to woo and keep customers. Common across the
industry is the continued push to grab a larger
wallet share of existing customers through
differentiated service and expanding product
offerings. Ultimately, the success of all
strategy depends on that moment of truth when
the customer calls, emails, or visits the
web and the service or sales representative
has to respond—consistently, appropriately,
and quickly.
Case
studies
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"Outstanding service is a competitive differentiator and eGain
will help us gain that edge."
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"We went from solving about 70 % of calls at first point to
solving around 95 % of all calls without
requiring an escalation."
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"eGain's solution allows Ineas to cope with the different regulations
that govern our activities in each market,
adapt consistently to the local practices
and to get the language and tone right
with our customers."
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Industry
challenges and eGain solutions
Customer service becomes the differentiator
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the commoditization of products and
services, fuelled by greater access
to competitive information over the
web, customer service is one of the
few ways organizations can differentiate
themselves and increase market share. |
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Some
of the industry's most agile organizations
have set up truly distinctive and innovative
customer interaction hubs with eGain's
products for web self-help, email response
management, web collaboration, and knowledge
management. |
Improving customer experience on the web
| The
promised bounty of the web still eludes
most organizations that have invested
in new web-based channels to improve
customer experience and reduce or deflect
the cost of customer care. |
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eGain's
seventh-generation, web-native suite
of customer service applications have
enabled leading global financial service
organizations to successfully deploy
their eservice roadmaps. |
High cost of agent training
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can take years for agents to become
effective in responding to customer
inquiries because financial services
products and services are complex and
closely regulated. |
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eGain's
agent knowledge tools help improve the
speed and quality of responses in all
service channels. They facilitate the
introduction of new products and services,
enable more flexible use of existing
and temporary staff, and support the
transition to outsourcing and offshoring.
Our customers have achieved as much
as a 25% increase in first-call resolutions
with eGain KnowledgeAgent. |
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Web collaboration possibilities
| Intricate
financial discussions necessitate face-to-face
interaction with customers, and that
can be very expensive. |
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Industry
leaders use eGain Live and eGain Interact
to offer a range of real-time collaboration
options to their customers, ranging
from text chat and cobrowsing to synchronized
filling of forms and online meetings. |
Increasing email volumes
| Efficiently
handling customer emails in various
languages is hard enough for most global
organizations. Add to that local customs,
regulations, and compliance norms, and
the task begins to look almost impossible. |
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eGain's
multilingual, web-based email solution
allows organizations to easily serve
different geographies from a single
installation. With eGain Mail, large
volumes of email and webform inquiries
are efficiently handled within a regulatory
framework. |
Agent productivity
| The
productivity of customer-facing staff
depends on a wide range of internal
systems. Support for these systems is
a complex challenge. |
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eGain,
through intranet-based guided Q&A
solutions and knowledge bases for IT
Support staff, has helped many companies
improve the service levels provided
by their internal IT Help Desks. |
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