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Untitled Document
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Marketing
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Put your website to work
for your business
With customers increasingly using
the Web to interact with businesses,
delivering unique and memorable web
customer experiences is both an imperative
and an opportunity. eGain can help you
get past "me too" website
initiatives. eGain®
Web Customer Experience Suite™
offers the broadest range of innovative,
easy-to-deploy applications to deliver
memorable experiences to website visitors
as they use the Web for research, purchase,
or customer service. |
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Brand
Reinforce your brand at Web touch points
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Deploy a chatbot,
configured to match your brand's personality,
to: |
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Reinforce the brand
through brand-aligned self-service
experience |
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Greet users and
offer a tour of the website, answer
frequently asked questions, and
conduct surveys |
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Escalate issues to live agents
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Set up branded multimodal
self-service channels |
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Create a customer
portal with FAQs, search,
browse, and guided help that simulates
the interactions of your best
agents through patented Case-Based
Reasoning (CBR) technology |
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Embed widgets on
web pages to let customers access
the knowledge base or their account
information |
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Align customer service web
pages with the look and feel of
the web site |
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Manage your online reputation
with a social connector |
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Manage your brand
by tracking and acting on what
is being said about your brand |
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Post responses on forums |
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Engage
Keep visitors longer on your website
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Convert
Offer the real-time assistance that browsers
need to become buyers
Monetize
Keep the conversation going to cross-sell
and upsell
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Grow revenue through
"point-of-service captive marketing"
in a unified way within and across interaction
channels such as email, SMS, and voice |
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Send proactive
notifications about products and
services to customers through the channel
of their choice—email, SMS, or
voice; encourage them to learn about
products and services through RSS feeds
and mobile and webtop widgets |
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Set up your email
management system to include relevant
information about new products and services
as signatures in outgoing emails to
customers |
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The eGain Advantage: The Power of One
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The more interaction channels you
have, the more important it is to support
them with the same information, best
practices, and metrics. At the heart
of every successful multichannel customer
interaction hub is common infrastructure
that is open, robust, and designed for
growth. This infrastructure lets you
present a single face to your customers
and to recognize and know them at every
contact point. |
Multiple interaction channels can be set up
easily and managed well if they are built
on a common platform and share:
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One knowledge base |
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One customer base |
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One set of interaction
records |
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One set of workflows
and queues |
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One set of analytics
tools |
Completely modular, eGain applications can
be deployed one application at a time or all
together. Deployment options, too, are flexible:
They can be deployed on-demand on eGain's
hosted network, installed in-house to be managed
remotely by eGain, or be completely set up
and managed in-house.
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