Modernizing Knowledge Management Transforms Customer Service
Forrester found that lack and inconsistency of knowledge among contact center agents is the biggest hurdle to getting good customer service in a mammoth survey that they did on our behalf. 34% of those surveyed complained that agents didn’t know the answer to their issues. 41% said that different agents gave different answers for the same problem.
Five years later, the situation has gotten worse. Now, 57% of consumers complain about getting different answers from different touchpoints, including chatbots, amid COVID.
The solution? Modernize knowledge management (KM) with a next-gen KM system that is omnichannel and hyper-intelligent. The system should be able to handle a range of customer queries—informational, transactional, problem resolution, or product advice—and it should provide the same answers and advice regardless of touchpoint.
A pioneer in Knowledge Management, eGain has helped blue-chip companies leverage next-gen KM, powered by robust content management, machine learning, AI, and analytics, all on an omnichannel hub, to deliver world-class customer service. The solution is easy to adopt with with a no-risk production pilot called “Innovation in 30 days.”
eGain’s AI-infused KM solution has delivered transformational business value.
♦ Leading telco improved First-Contact Resolution (FCR) by 37%, while reducing training time by 50% across 10,000+ agents and 600 retail associates and improving Net Promoter Score (NPS) by 30 points
♦ Leading global bank improved NPS ranking from #3 to #1, while reducing training time by half and agent churn to 1% even as it expanded to 11 countries
♦ Hyper-growth retailer deflected up to 90% of customer queries to eGain’s knowledge-powered chatbots, all tailored to the personas of its subsidiary brands
♦ Premier manufacturer of household appliances saved $50M a year by reducing unwarranted truck rolls through better problem resolution in the contact center
♦ Leading telco reduced unwarranted ”No Fault Found” handset exchanges and returns by 38% through better problem resolution in the contact center
You can do the same. So, why not join the club?!
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