Workforce Management Featured Article
eGain Automates Customer Engagement for Financial Services Giant
Customer service automation is especially important today as businesses push to answer more calls, at faster rates and with dispersed staffing. In order to meet these increasing demands on companies for their customer interactions, automation done right is key. With the right tools and processes, it’s possible to reduce costs, boost experiences, and increase overall productivity.
Customer engagement solutions provider eGain said it’s been able to help a large U.S. financial services client to achieve these benefits by implementing new digital engagement solutions for next-gen customer experiences, as well as better agent experiences for its call center employees.
Specifically, the client is now using eGain Virtual Assistant, eGain SuperChat, and eGain Cobrowse, so that it’s customers have the best possible experiences when interacting with their customer service departments. The virtual assistant capability helps with resolving basic inquiries that do not require a live agent and can reduce hold times for those customers who do.
After selecting eGain based on its success and rich feature offerings, in just ten weeks the client had the new system up and running that would allow customers to have a connected, smart self-service journey. Any escalations that require a live agent are now intelligently routed to advisors located across the country who are using eGain Advisor Desktop.
According to company officials, the virtual assistant has already helped with more than 50 percent of its incoming service. Adding the virtual capability to its IT helpdesk also helped it to resolve 81 percent of those inquiries.
Other areas where the virtual assistants have been added include its employee training center and offerings like downloadable products. These have already processed over 2 million interactions in the last twelve months.
“Intelligent, connected automation using AI and messaging is transforming customer engagement,” said Ashu Roy, eGain CEO. “Starting with customer service and sales, this client has transformed employee engagement across their enterprise, thanks to our robust, scalable, and easy solution.”
In addition to answering customer questions on the free section of its website and app, agents are also able to better understand upselling opportunities for the company’s premium offerings.
If transferred to a live agent, eGain Chat and eGain Cobrowse solutions deliver all necessary information to advisers’ fingertips. As they help answer questions and interact with the customer, they can also assist in real-time with filling out a form on the website and completing other tasks.
Edited by Erik Linask
