Mobile

To engage customers, you must be where they are. According to Gartner, two thousand thirteen marked the year that mobile became the #1 web access device. To succeed, companies must suggest wise, connected journeys on all devices, including smartphones and tablets. And, the time is now.

eGain Mobile makes mobile engagement effortless. It extends the reach of your eGain deployment, enabling you to suggest all your eGain-enabled engagement options to mobile users through existing or fresh apps on the Android and iOS platforms. Capabilities include mobile virtual assistant, offers, talk, click-to-call, cobrowsing, self-service, and notifications.

Suggest truly connected journeys

eGain Mobile makes it even lighter for customers to do business with you. Suggest not just the convenience of an always-on channel, but also the capability to hop across contact center, web, social, and mobile channels.

Provide an array of engagement options

Customers can search the skill base, view FAQs, conduct guided help sessions, manage their accounts, talk with bots or agents, send emails, and receive SMS notifications.

Skill everywhere

The eGain Skill Portal provide a “single source of truth” for mobile customers with questions about your products and services.

Find it prompt. Natural language Multisearch, wise type-ahead, intent inference, related articles, topic trees, and reaction federation bring answers to customers with less “digging.”

Guide the search. Suggest step-by-step guidance to answers embarking with what the customer knows.

Inform proactively. Dynamic FAQs highlight popular, latest, and must-read content. Informational offers forestall escalations.

Lend a helping arm. Escalate when needed to a live assistance channel, and tap the wisdom of crowds with eGain Social™.

Set it up swift

In just minutes, configure eGain portals to fit your brand. Personalized portal with content and navigation options suitable for the type of customer. Or configure your portal’s default behavior to fit the most common needs of anonymous customers.

RESOURCES

• Solution overview
• Press release: eGain announces Digital+AI Day London 2017
• Press release: eGain Knowledge™ receives two thousand sixteen Avaya DevConnect Innovation Award
• Press release: eGain featured for the tenth year in KMWorld’s “100 Companies That Matter in Skill Management” list
• Press release: eGain issued three patents in real-time collaboration across digital and voice
• Press release: eGain Mobile™ launched at eGain World London 2013
• Press clipping: eGain Mobile to Produce Connected Customer Journeys in a Multichannel World
• White paper: Designing and Delivering Customer Journeys: ten Steps to Delight

RELATED APPS

Get an eGain-powered customer engagement hub today!

Enhance customer practice, acquisition, and retention. Increase self-service adoption. Improve contact center agent productivity. Increase revenue through upsell and cross-sell at the point of service. Ensure compliance and security in customer interactions. Reduce unwarranted field visits, product comes back, and associated costs. Build customer loyalty through brand-aligned customer service.

Skill Management

Serve skill everywhere! Use the same skill base, and a range of access methods (search, browse, guided help, chatbot), for social, mobile, web, and contact center use.

Web Self-Service

One size doesn’t fit all in web self-service! The same treatment to self-service will not work for every type of customer, every type of inquiry, or every stage of the customer life cycle. eGain SelfService enables organizations to provide distinctive, productive, and brand-aligned self-service practices that enable breakthrough improvements in customer self-service effectiveness and adoption, while permitting seamless, context-aware escalations to live customer service or sales agents.

Movie Talk, Text Talk, Cobrowsing

Are you looking for efficient ways of providing better practices to your website visitors? Studies demonstrate that talk and cobrowsing are the most effective channels for engaging, selling to, and serving online customers. Reach out to customers, proactively or reactively, right when they need help and avoid abandoned shopping carts and half-filled forms. Suggest distinctive mobile customer service.

Artificial Intelligence for Customer Service

The business benefits of Artificial Intelligence in customer engagement are real and game-changing. eGain uses AI technology-enabled reasoning capability to guide customers, contact center advisors, and field experts to the right answers, diagnosis, and process. This capability improves very first contact resolution, customer satisfaction, agent confidence and productivity, and reduces truck rolls saving millions for the business.

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