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eGain

WHITE PAPER: Transform Customer Service with Next-Gen Knowledge

960 640 Guest Post

By eGain

Over 5,000 consumers told us in a survey that the biggest hurdles to good customer experience are: “contact center agents are not knowledgeable,” “different agents give different answers,” and “I can’t find answers on the company website.”

At the same time, customer service contact center agents confessed that “finding the right answers” and “answer to different questions vary in different systems” posed the biggest hurdles in providing good customer service when the customer was on the line.

The reason for both experiences is the same: Legacy knowledge management (KM) systems that are failing to deliver answers and knowledge silos that create chaos for the business and the customer. The solution is also the same: Next-gen knowledge.

What are the characteristics of next-gen knowledge? How are Global 1000 innovators leveraging next-gen knowledge to transform customer service? What has been the payoff for them and their customers? How can you get going with next-gen knowledge? Know in this white paper.

INDUSTRY SPOTLIGHT: eGain customer engagement solutions

960 640 Stuart O'Brien

By eGain

eGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics.

Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world.

To find out more about eGain, visit http://www.egain.com.

Conversational marketing

Consumers love messaging for customer care… but hate its experience silo

960 640 Stuart O'Brien

Consumers love the convenience of messaging but ‘struggle mightily’ with its experience silo, according to a new study.

Conducted by YouGov on behalf of eGain, the survey was based on responses from 1,777 consumers in the US and UK who messaged a business for customer service in the last 12 months.

When asked about their struggles when messaging businesses for customer service:

  • 43% hated repeating information across agents or when escalating to other channels;
  • 28% struggled with the speed of response; and
  • 23% were stumped by the relevance of response.

Another interesting and somewhat expected finding was the higher adoption of messaging for customer service among younger consumers. The survey found:

  • 39% adoption for the 18-34 age group;
  • 32% for the 35-54 age group; and
  • 20% for the 55+ age group.

Finally, younger consumers had a more positive view of messaging as a customer service channel compared to other contact channels like web chat, email, or phone.

  • 37% in the 18-34 age group were more satisfied with messaging than other contact channels; versus
  • 23% in the 35-54 age group; and only
  • 18% in the 55+ age group.