Help desks

Challenges
	Ensure service levels for inquiries across all channels—phone, email, web
	Reduce cost per incident across all channels
	Increase self-service usage for common "how-to" queries
	Offer self-service portal to open and track progress of tickets
	Reduce tier-two escalation and improve first-time-fix rates

eGain solutions
	Integrated analytics to track service levels and manage agent performance across phone, email, and web channels. Surveying capability for providing feedback on service quality.
	Powerful knowledge management tools combined with best of breed email, chat, and call tracking applications to improve first time fix rates and reduce escalations. Content adapters for easily leveraging existing content sources on the intranet, technical documents, and legacy knowledge bases.
	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.
	Web-based customer portal for opening and tracking service requests and viewing case history.
	Capture best practice troubleshooting techniques using a diagnostic support tool that leverages existing technical documents and trouble ticket repositories.

Customer successes

	"eGain Knowledge has proved to be the single largest contributor to the operational efficiency that we have achieved in our contact centers."
	"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."