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The General improves the digital experience for customers



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eGain, a provider of cloud-based customer engagement solutions has announced that The General has deployed eGain Solve suite for digital customer engagement.

Based in Nashville, Tennessee, The General Automobile Insurance Services, Inc. (The General) is a licensed insurance agency and subsidiary of PGC Holdings Corp., which is wholly owned by American Family Mutual Insurance Company.

The General sells auto insurance nationwide, specializing in serving customers who may have difficulty obtaining insurance from other insurers at a reasonable rate.

The General is using eGain for customer self-service on its website.  Its customer service representatives also use the solution for online chat interactions with customers. In addition, the company plans to roll out eGain’s cobrowse technology to enable customer service reps help customers navigate its website and fill out online forms.

Underscoring the importance of digital customer engagement, eGain points to research from Gartner showing that the use of digital channels will continue to increase among consumers with phone-based communication dropping from 41% of customer service interactions in 2017 to just 12% in 2022. During the same period, Gartner also says customer self-service will increase from 48% to 64% of such interactions. 

For more information about eGain, go to www.egain.com.


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