Customer Service Agents Equipped with Knowledge Management Solution to Deliver Consistent Customer Care
eGain Communications Corp. (Nasdaq: EGAN), a leading provider of customer service software for the Internet, today announced that Microsoft Limited has achieved a 10% increase in customer satisfaction and a 28% reduction in escalations to second line at it’s UK customer contact centre, thanks to initiatives that include the implementation of the knowledge management solution, eGain Knowledge. With eGain Knowledge, Microsoft ensures that all information for technical and non-technical issues is at the agent’s fingertips to provide a consistent and improved quality of service.
Customer Care Manager at Microsoft, Helen Pickup comments: "By providing all agents with a central knowledge base and structured routes to that knowledge, eGain has been able to increase the number of first touch resolutions for our customers and decrease the number of times they are transferred or redirected. In addition the tool has helped to drive consistency of answer across the centre - another area that customers tell us is important."
From listening to their customers, Microsoft knew they needed to improve consistency and quality of the customer experience at the contact centre. eGain supplied a tool that would provide structured and easy access to its knowledge base for both technical and non-technical agents. Having evaluated all players in the burgeoning eCRM market, Microsoft appointed eGain. Its superior technology and development strategy matched Microsoft’s goals.
eGain Knowledge provides Microsoft with a natural, conversational based interface, allowing agents to access information and deliver answers to customers more rapidly. Skilled specialist (and non-specialist) agents are now able to deal with a much broader range of issues and satisfy more customers at the first call than ever before.
The user-friendly solution also decreases the amount of training time needed for a new agent to be able to handle a wide range of calls confidently. As a result, Microsoft has witnessed higher customer satisfaction.
"Our customer satisfaction statistics highlight that our ‘agent is informed’ score has increased by 13%. This is where we see the link with the implementation of eGain Knowledge and customer satisfaction," Helen continues. "We are confident that knowledge management is a key part of success in customer care and eGain Knowledge is the right tool for us."
CEO of eGain, Ashutosh Roy explains: "If you want to succeed in the customer contact centre or in self-service, you can’t force customers to change their behaviour, you need to communicate with them in the way they are accustomed. Through working with IT leaders such as Microsoft we lead the field in developing channels of communication and providing the ultimate customer experience."
In addition to eGain Knowledge, eGain Communications offers other e-service solutions for self-service, email management and real-time collaboration over the web. The eGain Commerce platform includes applications such as eGain Mail (high volume email management), eGain Campaign (proactive digital marketing), eGain Live (live Web collaboration), eGain Inform (Web FAQ self-service), eGain Assistant (lifelike conversational robot). Leveraging shared resources such as a customer base, knowledge base and workflow engine among all applications, eGain Commerce helps companies deliver personalised interactions that foster customer loyalty, increase sales and control service costs.
About eGain Communications Corp.
eGain (Nasdaq:EGAN) is a leading provider of customer interaction software for the Internet. To help businesses deliver a superior customer experience and establish profitable, long-term customer relationships, eGain offers licensed and hosted applications for email management, interactive Web and voice collaboration, intelligent self-help agents, knowledge management and proactive online marketing. Built using a Web-native architecture, the eGain platform provides robust scalability, global access, diverse integration and rapid deployment. Based in Sunnyvale, California, with 32 offices worldwide, eGain has 700 customers, including 21 of the 50 largest global companies. For information about eGain, please visit http://www.egain.com
or call the company's offices --
US: (888) 603-4246;
London: +44 (0) 175 377 1100;
Sydney: +612 9492 5400.
Further information on eGain - including interviews, reviews and photography is available from either Graham Thatcher or Juliette Doel at MCC International
Tel: 01753 771100
Graham Thatcher/ Juliette Doel
MCC International Ltd
Tel: 01962 888100
Except for the historical information contained herein, the matters set forth in this press release are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks and uncertainties include, but are not limited to, the anticipated customer benefits from eGain products, and other risks detailed from time to time in eGain’s filings with the Securities and Exchange Commission. eGain disclaims any intent or obligation to update these forward-looking statements.
eGain, eGain Commerce, eGain Knowledge, eGain Mail, eGain Live, eGain Voice, eGain Campaign, eGain Inform, eGain Assistant and eGain Hosted Network are trademarks of eGain Communications Corporation. All other company names and products are trademarks or registered trademarks of their respective companies.
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