eGain, the leading provider of customer engagement solutions, announced that a leading omnichannel retailer is now offering expanded self-service powered by eGain.

The company selected eGain for its deep product capabilities and quick business value. With shoppers going digital in a hurry in the pandemic, the company needed to rapidly expand customer self-service, while controlling operating costs.

In a matter of weeks, eGain helped launch virtual assistance and customer messaging to complement existing live chat and knowledge-based customer engagement. Going beyond “meet and greet,” the virtual assistant resolves a broad range of questions on orders, returns, product selection, and store location. Integrated with transactional systems, it now successfully resolves 45% of customer contacts, delivering quick value and improved customer experience.

The retailer’s contact centre agents use eGain’s digital-first omnichannel desktop to resolve escalated customer issues. Agents loved the modern UI and adopted it with zero training.

“We are thrilled to enable contactless commerce with our easy-to-activate virtual assistant and messaging capabilities, powered by AI and Knowledge on our omnichannel platform” said Ashu Roy, eGain CEO.

About eGain

Our omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centres.

To learn more about eGain, visit www.eGain.com