One of Canada’s Best Managed Companies,
The company sells and distributes over 40,000 products and 400,000 SKUs, taking a significant share of the orders over email. Contact center agents process these orders, while also handling inbound digital requests for customer service. The agents were using Microsoft Outlook to pull orders from an inbox and handle them. The process was manual, time-consuming, and error-prone. Moreover, the contact center was not able to track order status and the effectiveness and efficiency of agents handling the orders and service queries.
The company selected eGain to modernize its digital customer service. eGain was selected as the vendor of choice for its rich DCS capabilities and eGain’s composable platform, which allows easy integrations with existing call center, order management and ERP systems. Contact center agents will engage with customers in English and French.
“Our Signature Service is a central part of our value proposition,” said
“Rated #1 in knowledge-powered digital engagement by Gartner, eGain is a pioneer in DCS,” said
About eGain
Infused with AI and analytics, eGain Knowledge Hub improves customer experience and reduces agent effort with virtual assistance, self-service, and modern agent desktop tools. Visit www.eGain.com for more info.
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of
eGain media contact
Email: press@egain.com
Phone: 408 636 4514
Source:
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