Mountain View, CA, June 18, 2008 --(PR.com
)-- eGain (OTC BB: EGAN.OB), the leading provider of multichannel customer service and knowledge management software for on-premise or on-demand deployment, today announced that Creditsafe, the business credit information expert, is implementing on-demand versions of eGain SelfService™ and eGain Chat™ to offer its customers a sophisticated web self-service portal and live assistance through chat and online collaboration. This will enable Creditsafe to provide an enhanced customer experience; improve agent efficiencies and increase customer loyalty, whilst also reducing service costs and building revenue.
Creditsafe conducts business over the telephone and delivers services online. With over 25,000 customers in the UK, the volume of incoming calls puts pressure on call centre agents who are also responsible for subscription renewals, cross-selling and tele-sales. After a competitive tender process, Creditsafe selected eGain to provide alternative methods of interacting with customers to reduce the number of incoming calls and enable greater agent productivity across both customer service and sales functions.
Rhydian Perry, CRM director for Creditsafe UK, comments, “We soon found our agents were spending a disproportionate amount of time dealing with issue-based queries often of a similar nature, and wanted to better allocate our resources. eGain’s self-service solution made perfect sense, not only to provide our customers with a broader choice of service method, but to also direct a large number of telephone queries to the web portal, enabling agents to concentrate on resolving more complex customer enquiries and dedicate more time to adding value to the business.”
The chat solution will provide Creditsafe customers with a unique, interactive and personal way to get live assistance online through a variety of means including text chat, phone callback, escorting, and online collaboration for form-filling and other transactions. The system's powerful, query-specific routing will ensure the customers are connected easily and seamlessly to the right agent every time. In the same way, the self-service portal provides a secure and personal environment, which simply and quickly finds information through multi-modal access methods including dynamic FAQs, browse and search.
Perry explains, “For our customers, time is money, and our products are renowned for being reliable, quick and easy to access. The addition of eGain’s customer service software will only strengthen this ethos through intuitive web self-service and timely online help, when customers need it. This will also free our agents to be more efficient and ultimately more professional.”
Andrew Mennie, Vice President and General Manager, EMEA at eGain concludes, “Creditsafe is a dynamic and fast growing business and, as such, eGain is a strong cultural fit for the company and its growing customer base that relies on fast, accurate and timely information. Embracing the next generation of web customer service will not only improve customer service, loyalty and retention at Creditsafe, but also enable its agents to focus more on sales and drive the business forward.”
eGain (OTC BB: EGAN.OB) is the leading provider of multichannel customer service and knowledge management software for in-house or on-demand SaaS deployment. For more than a decade, the world's largest companies have relied on eGain to transform their traditional call centres, help desks, and web customer service operations into multichannel customer interaction hubs. Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, these hubs enable dramatically improved customer experience, end-to-end service process efficiencies, increased sales, and enhanced contact centre performance.
Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves more than 800 enterprise customers worldwide. To find out more about eGain, visit www.eGain.com or call the company's offices: 800-821-4358 (US headquarters), 1753-464646 (UK and Continental Europe).
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