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“Knowledge-powered” digital customer engagement



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Express Gifts, a direct mail order business in the United Kingdom, has implemented a solution for digital customer engagement. The company has deployed eGain Cloud across its Studio and Ace brands, which serve about 1.5 million customers. Express Gifts offers diverse products including leisurewear, electrical, household, textile, bedding, furniture, nursery, gifts and greeting cards.

According to eGain, Express Gifts chose its technology because of functionality and a pilot offer called eGain Try+Buy. With the on-demand digital self-service offering, contextual answers are delivered when shoppers are on the verge of escalating to agent-assisted service. That enables the retailer to deflect up to 50 percent of requests for inbound contact into their customer service centers.

Based on the results from the pilot, Express Gifts decided to deploy eGain’s self-service solution and plans to move to chat as the next phase of its upgrade strategy. The organization is using eGain to answer customer questions on topics such as products, orders, credit and account management before and after the purchase.

Martin Dove, strategy & transformation director at Express Gifts, says, “Best-in-class service is a core component of our strategic offering. With eGain’s solution for knowledge-enabled digital engagement, we are able to extend our service DNA to digital touch points.”


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