Virginia529 strives to help make the financial lives of Virginians—and all Americans—better through its commitment to affordable and accessible savings programs and financial education. Available nationwide with account owners in every state, Virginia529 is the largest 529 plan, managing more than
Virginia529’s leadership constantly seeks new ways to assist families to best prepare them for their future financial needs, with the use of technology to improve its service being one of them.
The organization’s leadership said they knew robust knowledge management (KM) is critical to good customer service and sought to replace legacy KM systems while improving the consistency of knowledge across the enterprise.
Virginia529 selected the eGain Knowledge Hub for its comprehensive functionality, composable architecture, pre-built connectors to their Five9 call center, and managed services. With eGain, the Virginia529 contact center and operations team will have correct and compliant knowledge in one place. The service team will handle customer queries on an array of topics, including account opening, transactions, and taxes.
“We measure our success by the success of our customers,” said
“Customer service fails when agents cannot find a single source of trusted answers,” said
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