Last Updated on 8 years by RichBohn
This CRM Review examines eGain SelfService™.
In-Depth CRM Review
eGain Communications, Inc.
1252 Borregas Avenue
Sunnyvale, CA 94089-1309
CRM Category: Customer Support – Cloud
Sub-Category: Help Desk
Seats: Small Enterprise
About the Company:
eGain (NASDAQ: EGAN) is the leading provider of cloud customer engagement hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process and grow sales—across the web, social, and phone channels. Hundreds of the world’s largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Engagement Hubs (CEHs).
About the Product:
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.
eGain SelfService™ enables organizations to provide distinctive, productive and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service or sales agents.
Powered by the patented eGain Multisearch™ knowledge access technology, innovative user interfaces such as brand-aligned avatar chatbots and UI templates, eGain SelfService brings together the power of the industry’s broadest set of knowledge access methods, federated search, process intelligence, multilingual capabilities and flexible look and feel—all behind a single search box—for distinctive, on-target self-service.
The only solution proven in the cloud or on-site for over a decade, eGain SelfService is an integral part of the eGain Customer Engagement Hub (CEH) suite, enabling full-context escalation of self-service interactions to assisted interactions.
- Innovative self-service experiences, including brand-aligned avatar interfaces and context-aware escalations to assisted service
- Flexible templates that match the look and feel of self-service pages to the rest of the web site and the brand
- Contextual widgets for the desktop, webtop, and mobile devices
- Ability to hop across search methods to find the answer (for instance, from topic-tree browsing to guided help)
For complete pricing details, please contact the company directly.
For a proper demo of this CRM solution:
For a proper demo of this CRM solution, please contact the company directly.
Rich’s View of eGain SelfService™:
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