Hypergrowth retailer automates digital shopper engagement with eGain

Rhea-AI Summary

eGain (NASDAQ: EGAN) announced that a fast-growing online retailer is using its cloud platform for digital customer engagement. The retailer faced challenges in meeting customer demand and previously deployed a limited virtual assistant. By using eGain’s Virtual Assistant through the Innovation in 30 Days program, the retailer enhanced its customer service capabilities, with chatbots handling up to 90% of customer inquiries. eGain’s Advisor Desktop also enables seamless interactions for agent-assisted chats. The retailer plans to expand this solution across additional brands and digital channels.

Positive

• Deployment of eGain's Virtual Assistant enhances customer service capabilities.
• Chatbots deflect customer contacts by up to 90%, improving efficiency.
• Plans to expand eGain-powered chatbots across multiple brands.

Negative

• None.

SUNNYVALE, Calif., April 01, 2021 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN), the leading cloud platform for customer engagement automation, today announced that a fast-growing online retailer leverages eGain for digital customer engagement automation.

The multi-brand retailer was struggling to meet the soaring demand for customer service, fueled by rapid growth. True to its online business model, the company wanted to offer only digital customer service and had deployed a virtual assistant to that end. The chatbot, though, could barely do anything more than meet and greet shoppers. Moreover, the retailer was struggling with disparate channel silos, detracting from both the shopper experience and the contact center agent experience.

The company tried out eGain’s award-winning Virtual Assistant through the eGain Innovation in 30 Days™ program, a risk-free production pilot. Delighted with the experience, the retailer proceeded to deploy eGain chatbots for multiple brands, tailoring each chatbot’s avatar to match that brand’s personality.

The chatbots are resolving a wide range of shopper queries, including products, order status, returns, and refunds, deflecting customer contacts by up to 90%. The retailer is also leveraging eGain Advisor Desktop™ for agent-assisted chat, where needed. Unlike standalone products, eGain’s agent desktop allows the customer service representative to see a customer’s interactions with all touchpoints, including with the chatbot, so that the conversation can be simply carried forward for a seamless experience.

The retailer plans to roll out more eGain-powered chatbots rapidly to support their other brands and handle additional shopper intents. Also in the plan is the addition of other digital channels to support contactless commerce.

“Chatbots have assumed a critical role in not only providing service but also building the brand,” said Ashu Roy, eGain CEO. “We are pleased to help this retailer wow shoppers with next-gen digital engagement.”

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 Innovation in 30 Days™: https://www.egain.com/innovation-in-30-days/

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 recent announcement by eGain regarding its partnership with an online retailer?

eGain announced that a growing online retailer is utilizing its cloud platform for digital customer engagement to enhance service efficiency.

How are eGain chatbots impacting customer service for the retailer?

eGain chatbots are resolving up to 90% of customer inquiries, significantly improving the retailer's customer service efficiency.

What functionalities does eGain’s Advisor Desktop provide?

eGain's Advisor Desktop allows customer service representatives to view customer interactions across all touchpoints, facilitating seamless assistance.

What future plans does the retailer have with eGain's solutions?

The retailer plans to rapidly roll out more eGain chatbots for additional brands and explore more digital channels for customer engagement.