Goodyear Rolls Out Digital Customer Service with eGain

Rhea-AI Summary

eGain (NASDAQ: EGAN) has announced its deployment with The Goodyear Tire & Rubber Company to enhance customer engagement through digital-first services. Goodyear's goal is to revolutionize the tire buying process by integrating the eGain Virtual Assistant and Advisor Desktop, enabling a seamless service experience for customers and contact center agents. eGain was selected after a thorough vendor assessment, excelling in functionality and compliance. This collaboration aims to optimize customer queries and product recommendations across Goodyear's retail and ecommerce platforms.

Positive

• eGain selected over nine vendors for deployment, emphasizing its competitiveness.
• Integration of eGain Virtual Assistant and Advisor Desktop enhances customer service efficiency.
• Deployment addresses cost control and improves the consumer experience in tire buying.

Negative

• None.

SUNNYVALE, Calif., April 20, 2021 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN), the leading cloud platform for customer engagement automation, today announced that The Goodyear Tire & Rubber Company (NASDAQ: GT) has deployed eGain for digital-first, omnichannel customer engagement.  

True to its goal of making the tire buying process easy for consumers, Goodyear wanted to deliver a cutting-edge customer service experience through virtual assistance and multimedia chat to help seamlessly match consumers with answers to their questions. The company also wanted to control costs and enable a seamless experience for contact center agents.

After going through a rigorous vendor selection process that also included a production pilot, eGain emerged the winner over nine other vendors, based on functionality, PCI compliance, and quick value. The company’s retail group has already gone live with eGain Virtual Assistant™ and eGain Advisor Desktop™. The contact center is leveraging the solution to answer questions, resolve issues, and recommend products to consumers, retail stores, and OEM clients. The deployment is being expanded to the company’s ecommerce and consumer care divisions.

“Service is where the customer experience rubber meets the road,” said Ashu Roy, eGain CEO. “We are proud to help this storied company offer innovative experiences.”

More information
eGain Virtual Assistant: https://www.egain.com/products/chatbot-virtual-assistant-software/
eGain SuperChat: https://www.egain.com/products/chat-software/
eGain Advisor Desktop: https://www.egain.com/agent-desktop/
eGain Suite: https://hd.egain.com/overviews/egain-suite.pdf
eGain Innovation in 30 Days™: https://www.egain.com/innovation-in-30-days/

About Goodyear
Goodyear is one of the world’s largest tire companies. It employs about 62,000 people and manufactures its products in 46 facilities in 21 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate.

About eGain
eGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub and desktop to serve customers, reduce cost and improve compliance. To learn more, visit www.eGain.com.

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

eGain media contact Michael Messner Email: press@egain.com Phone: 408 636 4514

FAQ

What is the partnership between eGain and Goodyear in 2021?

eGain partnered with Goodyear to enhance customer engagement through its digital-first services, including the Virtual Assistant and Advisor Desktop.

How did eGain stand out in Goodyear's vendor selection process?

eGain was selected for its superior functionality, PCI compliance, and ability to deliver quick value compared to nine other vendors.

What technologies are being implemented by Goodyear from eGain?

Goodyear is implementing eGain Virtual Assistant and eGain Advisor Desktop to improve customer service.

How will eGain's solutions impact Goodyear's customer service?

eGain's solutions will streamline customer interactions, allowing for effective issue resolution and product recommendations.