www.egain.com
Open in
urlscan Pro
141.193.213.20
Public Scan
URL:
https://www.egain.com/knowledge-management-customer-service-support/?utm_source=1on1&utm_medium=email&utm_campaign=kma...
Submission: On June 18 via manual from IN — Scanned from DE
Submission: On June 18 via manual from IN — Scanned from DE
Form analysis
2 forms found in the DOMGET https://www.egain.com/
<form method="get" action="https://www.egain.com/" class="header-searchform">
<span class="screen-reader-text">Search this website</span>
<input aria-label="Submit search" type="search" name="s" autocomplete="off" value="" placeholder="Type then hit enter to search...">
</form>
GET https://www.egain.com/
<form aria-label="Search this website" method="get" action="https://www.egain.com/" class="mobile-searchform">
<input aria-label="Insert search query" value="" class="field" id="ocean-mobile-search-1" type="search" name="s" autocomplete="off" placeholder="Search">
<button aria-label="Submit search" type="submit" class="searchform-submit">
<i class=" icon-magnifier" aria-hidden="true" role="img"></i> </button>
</form>
Text Content
We use cookies to ensure you get the best experience on our website. By clicking "Accept All", you consent to our use of cookies. Customize Reject All Accept All Customize Consent Preferences We use cookies to help you navigate efficiently and perform certain functions. You will find detailed information about all cookies under each consent category below. The cookies that are categorized as "Necessary" are stored on your browser as they are essential for enabling the basic functionalities of the site. ... Show more NecessaryAlways Active Necessary cookies are required to enable the basic features of this site, such as providing secure log-in or adjusting your consent preferences. These cookies do not store any personally identifiable data. * Cookie __cf_bm * Duration 1 hour * Description This cookie, set by Cloudflare, is used to support Cloudflare Bot Management. * Cookie cookieyes-consent * Duration 1 year * Description CookieYes sets this cookie to remember users' consent preferences so that their preferences are respected on subsequent visits to this site. It does not collect or store any personal information about the site visitors. Functional Functional cookies help perform certain functionalities like sharing the content of the website on social media platforms, collecting feedback, and other third-party features. * Cookie lidc * Duration 1 day * Description LinkedIn sets the lidc cookie to facilitate data center selection. * Cookie li_gc * Duration 6 months * Description Linkedin set this cookie for storing visitor's consent regarding using cookies for non-essential purposes. Analytics Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics such as the number of visitors, bounce rate, traffic source, etc. * Cookie _cfuvid * Duration session * Description Description is currently not available. * Cookie initialTrafficSource * Duration 15 days * Description Used to store website referral URL. * Cookie _lfa * Duration 1 year * Description This cookie is set by the provider Leadfeeder to identify the IP address of devices visiting the website, in order to retarget multiple users routing from the same IP address. * Cookie _gcl_au * Duration 3 months * Description Google Tag Manager sets the cookie to experiment advertisement efficiency of websites using their services. * Cookie _ga_* * Duration 1 year 1 month 4 days * Description Google Analytics sets this cookie to store and count page views. * Cookie _ga * Duration 1 year 1 month 4 days * Description Google Analytics sets this cookie to calculate visitor, session and campaign data and track site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognise unique visitors. * Cookie __utmzzses * Duration session * Description Google Analytics sets this cookie to gather information about how a visitor uses the site. * Cookie _gid * Duration 1 day * Description Google Analytics sets this cookie to store information on how visitors use a website while also creating an analytics report of the website's performance. Some of the collected data includes the number of visitors, their source, and the pages they visit anonymously. * Cookie AnalyticsSyncHistory * Duration 1 month * Description Linkedin set this cookie to store information about the time a sync took place with the lms_analytics cookie. * Cookie _gat_gtag_UA_* * Duration 1 minute * Description Google Analytics sets this cookie to store a unique user ID. * Cookie _gat_UA-* * Duration 1 minute * Description Google Analytics sets this cookie for user behaviour tracking. * Cookie visitorId * Duration 1 year * Description ZoomInfo sets this cookie to identify a user. * Cookie prism_* * Duration 1 month * Description Active Campaign sets this cookie to track and store interactions. Performance Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors. No cookies to display. Advertisement Advertisement cookies are used to provide visitors with customized advertisements based on the pages you visited previously and to analyze the effectiveness of the ad campaigns. * Cookie MUID * Duration 1 year 24 days * Description Bing sets this cookie to recognise unique web browsers visiting Microsoft sites. This cookie is used for advertising, site analytics, and other operations. * Cookie test_cookie * Duration 15 minutes * Description doubleclick.net sets this cookie to determine if the user's browser supports cookies. * Cookie li_sugr * Duration 3 months * Description LinkedIn sets this cookie to collect user behaviour data to optimise the website and make advertisements on the website more relevant. * Cookie bcookie * Duration 1 year * Description LinkedIn sets this cookie from LinkedIn share buttons and ad tags to recognize browser IDs. * Cookie bscookie * Duration 1 year * Description LinkedIn sets this cookie to store performed actions on the website. * Cookie IDE * Duration 1 year 24 days * Description Google DoubleClick IDE cookies store information about how the user uses the website to present them with relevant ads according to the user profile. * Cookie UserMatchHistory * Duration 1 month * Description LinkedIn sets this cookie for LinkedIn Ads ID syncing. * Cookie _uetsid * Duration 1 day * Description Bing Ads sets this cookie to engage with a user that has previously visited the website. * Cookie _uetvid * Duration 1 year 24 days * Description Bing Ads sets this cookie to engage with a user that has previously visited the website. Uncategorized Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet. No cookies to display. Reject All Save My Preferences Accept All Powered by Skip to content Print +1 800-821-4358 support@egain.com * +1 800-821-4358 * support@egain.com * * * * * Products * eGain Knowledge Hub * eGain Conversation Hub * eGain Analytics Hub * Solutions * INDUSTRIES * Banking * Financial Services * Government * Health Care Providers * Health Insurance * Manufacturing * P&C Insurance * Outsourcers * Retail * Tech Industry * Telecom * Travel & Hospitality * Utilities * ORGANIZATIONS * Contact Centers * eCommerce * eService * Helpdesks * IT * Marketing * EDITIONS * eGain SmartIVR * eGain Telehealth * eGain AI Coach * Resources * LIBRARY * Articles * Blogs * Research * Videos * Webinars * White Papers * Customer Success * EBOOKS * Knowledge Management for Dummies * CUSTOMER COMMUNITY * eGain Community * eGain Support Portal * eGain University * DEVELOPER COMMUNITY * eGain Developer Central * PARTNER COMMUNITY * eGain Econet Portal * eGain Marketplace * TOPICS * Chat * Cloud Software * Customer Service Software * Digital Transformation * Digital CX * Generative AI for Customer Service * Knowledge Management * Knowledge Management System * Success * Customer Success * Industry Awards * Support * CUSTOMER COMMUNITY * eGain Community * eGain Support Portal * eGain Managed Services * Partners * PARTNER COMMUNITY * eGain Econet Portal * eGain Community * Partner Locator * Partner Deal Registration Form * MARKETPLACE * eGain Marketplace * CONNECTORS * eGain Knowledge Hub for Adobe * eGain for Apple Business Chat * eGain for Amazon Connect * eGain Analytics for Amazon Connect * eGain for Avaya * eGain for Cisco * eGain Knowledge Hub for Five9 * eGain Knowledge Hub for Genesys * CONNECTORS (Cont.) * eGain for Google’s Business Messages * eGain for IBM Watson * eGain for Microsoft Dynamics 365 * eGain Knowledge Hub for SAP * eGain Knowledge Hub for ServiceNow * eGain Knowledge Hub for Salesforce * eGain Knowledge Hub for Talkdesk * About us * MANAGEMENT * Board of Directors * Executive Team * INVESTOR RELATIONS * Investors * Annual Reports * CAREERS & CONTACT * Careers * Locations * Contact Us * RECOGNITION * Industry Awards * NEWS AND EVENTS * Events * Press Releases * Press Clippings * Webinars * Podcasts * Contact us * Blog * Search this website Menu Close * Products * eGain Knowledge Hub * eGain Conversation Hub * eGain Analytics Hub * Solutions * INDUSTRIES * Banking * Financial Services * Government * Health Care Providers * Health Insurance * Manufacturing * P&C Insurance * Outsourcers * Retail * Tech Industry * Telecom * Travel & Hospitality * Utilities * ORGANIZATIONS * Contact Centers * eCommerce * eService * Helpdesks * IT * Marketing * EDITIONS * eGain SmartIVR * eGain Telehealth * eGain AI Coach * Resources * LIBRARY * Articles * Blogs * Research * Videos * Webinars * White Papers * Customer Success * EBOOKS * Knowledge Management for Dummies * CUSTOMER COMMUNITY * eGain Community * eGain Support Portal * eGain University * DEVELOPER COMMUNITY * eGain Developer Central * PARTNER COMMUNITY * eGain Econet Portal * eGain Marketplace * TOPICS * Chat * Cloud Software * Customer Service Software * Digital Transformation * Digital CX * Generative AI for Customer Service * Knowledge Management * Knowledge Management System * Success * Customer Success * Industry Awards * Support * CUSTOMER COMMUNITY * eGain Community * eGain Support Portal * eGain Managed Services * Partners * PARTNER COMMUNITY * eGain Econet Portal * eGain Community * Partner Locator * Partner Deal Registration Form * MARKETPLACE * eGain Marketplace * CONNECTORS * eGain Knowledge Hub for Adobe * eGain for Apple Business Chat * eGain for Amazon Connect * eGain Analytics for Amazon Connect * eGain for Avaya * eGain for Cisco * eGain Knowledge Hub for Five9 * eGain Knowledge Hub for Genesys * eGain for Google’s Business Messages * eGain for IBM Watson * eGain for Microsoft Dynamics 365 * eGain Knowledge Hub for SAP * eGain Knowledge Hub for ServiceNow * eGain Knowledge Hub for Salesforce * eGain Knowledge Hub for Talkdesk * About us * MANAGEMENT * Board of Directors * Executive Team * INVESTOR RELATIONS * Investors * Annual Reports * CAREERS & CONTACT * Careers * Locations * Contact Us * RECOGNITION * Industry Awards * NEWS AND EVENTS * Events * Press Releases * Press Clippings * Webinars * Podcasts * Contact us * Blog * 1. Home/ 2. Knowledge Management for Customer Service and Support KNOWLEDGE MANAGEMENT FOR CUSTOMER SERVICE AND SUPPORT: THE TRANSFORMATIONAL BUSINESS VALUE WANT TO TRANSFORM CUSTOMER ENGAGEMENT? CONTACT US WHAT IS THE SECRET TO CUSTOMER LOYALTY? The answer straight from ~50,000 “horses’ mouths” (consumers, that is), per a massive survey conducted by Gartner, was: Make it easy to get service. In other words, reduce their effort. In order to find the recipe for the ever-elusive ease, Forrester Consulting asked 5,000 consumers (on our behalf) about their biggest pain points in getting customer service. Again, from the horses’ mouths, the answers (by far) were lack of contact center agent knowledge and inconsistency of answers across touchpoints, followed by the inability of websites to deliver answers. With a common “knowledge” theme running across the pain points, the panacea is clearly an intelligent and unified omnichannel knowledge management (KM) system, which we call a “Knowledge Hub.” Done with the right technology, process, people, and best practices, KM reduces customer effort, which, in consumers’ own words, creates loyalty! Beyond this strategic differentiator, KM also enables breakthrough enhancements to operational metrics in the contact center and beyond. Beyond this strategic differentiator, KM also enables breakthrough enhancements to operational metrics which not only transforms the contact center but also transcends it in many ways. Here are sample metrics and corresponding real-world examples from our Global 2000 clientele. One caveat: Remember “different strokes for different businesses.” The metric that makes sense for one brand might not make sense for another. Force-fitting Walmart-style metrics to a Nordstrom brand intent is not a good idea! * First-Contact Resolution (FCR) * Average Handle Time (AHT) * Average Speed to Answer (ASA) * Annual Training Hours (ATH) * Call / Email / Chat deflection * Product Returns and Exchanges * Dispatch Avoidance Rate FIRST-CONTACT RESOLUTION (FCR) One of the key customer-focused contact center metrics, First-Contact Resolution can significantly reduce consumer effort. While FAQs, search, and topic-tree browsing can help with simple queries, more sophisticated technologies like AI-backed conversational guidance are essential to resolving issues of medium to high complexity at first contact. * Knowledge in action A premier telco client was able to improve FCR by 37% across more than 10,000 contact center advisors when they made it mandatory for all agents to use guided help, a capability enabled by our proven AI reasoning technology. In fact, any agent there is now able to handle any call, the “holy grail” in contact center customer service! AVERAGE HANDLE TIME (AHT) While it is a good metric for the customer as well, AHT is more of an internal metric for customer service operations. It is important to bear in mind that AHT without FCR can only increase customer effort and defection. Happily, KM, when done right, can transform both of these seemingly conflicting metrics. * Knowledge in action As an example, a premier banking client reduced AHT by 67% while improving FCR by 36%, leveraging AI to guide customers to answers! In fact, advisors in its contact center used the same technology to guide customers through processes such as account opening and other banking transactions while complying with industry regulations! AVERAGE SPEED TO ANSWER (ASA) ASA might better be called ASORA, the Average Speed to One Right Answer! Without the “right,” ASA might mean speed to the wrong answer, increased customer effort, and you know how that goes. With the proliferation of customer touchpoints, it is important to have a centralized Knowledge Hub that is in consistent use to make sure that the customer gets the single right answer regardless of channels or even regardless of agents serving a single channel. * Knowledge in action The telco client mentioned earlier leverages the same AI technology and omnichannel knowledge hub across its contact centers and hundreds of retail stores to deliver single right answers fast, regardless of touchpoint! ANNUAL TRAINING HOURS (ATH) Agent roles continue to become more complex. They are in perpetual training mode even as attrition remains in an unpleasant 35-50% range, exacerbated by the recent pandemic. It’s no wonder that consumers point to knowledge-related issues as the main sticking point in getting good customer service. How do you reduce training needs without compromising service quality? Again, KM delivers the answer. * Knowledge in action With CBR/AI technology, a leading global bank was able to reach the #1 spot in customer service NPS and reduce ATH by 50%, even as it expanded to 11 countries with mostly novice agents in its workforce! With the same technology, a telco reduced induction training time by 43% and accelerated speed-to-competency by half. Note that reducing the need for training also reduces shrinkage, which is the amount of time lost due to training, agents’ breaks at work, sick time, holidays, etc., another commonly used contact center metric. CALL / EMAIL / CHAT DEFLECTION Customers increasingly prefer self-service, and contact centers benefit from it as they look to cost-effectively meet increasing demand for service. However, robust KM is critical to delivering smart digital self-service. One of the popular metrics for measuring digital self-service effectiveness is the number of calls/emails/chat requests successfully deflected. * Knowledge in action Contextual and intelligent self-service, backed by our knowledge hub, enabled a retailer to deflect up to 60% of email requests, while a media and legal services giant deflected 70% of requests for agent-assisted email and chat customer service! PRODUCT RETURNS AND EXCHANGES In today’s hypercompetitive marketplace, many branded manufacturing firms, retailers, telcos, and others, accept product returns or exchanges, and eat the costs in processing them. Called by various names depending on the industry—No Fault Found (NFF), No Trouble Found (NTF)—many of these returns and exchanges are unwarranted where the products were not faulty but the customer thought so (and the contact center could not resolve the problem.) NFF costs many organizations tens millions of dollars each year, but here’s the good news: KM can address this issue head on. * Knowledge in action A large telco has reduced unwarranted handset exchanges by 38% using AI-powered problem resolution for the consumer at its contact center, while improving FCR by 19% and call quality by 23%! DISPATCH AVOIDANCE RATE Unresolved problems that could have been avoided with smart problem resolution through the contact center result in unnecessary truck rolls or engineer callouts. Depending on the industry, each such visit can cost from a couple of hundred to a few thousand dollars, biting into the business’ operating margin. * Knowledge in action With our Knowledge Hub, powering its contact centers and their website, a leading white goods manufacturer was able to save tens of millions dollars every year by reducing such wasted truck rolls. A water utilities firm was able to save ~$5M per year by reducing unnecessary engineer callouts, and even improved FCR by 30%! These metrics are only the tip of the iceberg. There are other areas transformed by KM, including agent churn reduction, regulatory compliance, reduction of website abandonment, customer journey progression, and softer metrics like agent morale and customer satisfaction. Not to channel Francis Bacon, it’s true that some technologies improve customer service on the margins, some enable incremental improvement, and only a handful actually transform it. KM, infused with AI, is a technology that clearly falls into the last category! So, read, bookmark, download this article where we show you sample metrics and corresponding real-world examples from our prestigious clientele about the value of KM in customer service. While we discussed KM in the context of contact centers, needless to say that it can transform other organizations in the enterprise. Talk to us about your goals for this year and beyond—we look forward to the conversation! CONTACT USDOWNLOAD PDF SIGN UP FOR OUR EMAILS Keep up on product enhancements, thought leadership, and best practices. Enter your e-mail address and subscribe to updates from us. SUBSCRIBE TODAY ABOUT US * Careers * Investor relations * Privacy Policy * Cookie Policy * Terms of Use CONNECT WITH US * Contact Us * Contact Support * Community Forums * Cookie Consent Preferences FOLLOW US * * Print Commitment to Accessibility eGain is committed to serving all customers, including those with disabilities. Our website is currently undergoing redesign to comply with the Web Content Accessibility Guidelines (WCAG) digital accessibility standards, and we invite your feedback. If you have difficulty using any aspect of our site, please email us. You can also call us at +1 408 636 4500 (USA) or +44 1635 800087 (EMEA) for information about our products, placing orders, or for any of the other services that customers can access online through our website. Copyright © 2024. eGain Corporation. All Rights Reserved.