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Guided help
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Nothing
compares to the ease and convenience of eGain
Guided Help™. With instant access
to your knowledge base, customers answer questions
and troubleshoot problems by themselves when
it's convenient for them. For a growing number
of customers, it's the solution they want,
the way they want it.
Finding information with eGain Guided Help
is so natural that most of your customers
won't need to talk to an agent. Customers
access your knowledge base through a standard
web browser and simply type in their questions
in everyday language. A simple, step-by-step,
conversational process guides them to the
solution. eGain Guided Help uses the patented
technology of the eGain Inference®
Reasoning Engine to match the context
of customer requests with solutions in your
knowledge base. The system prompts customers
with clarifying questions until an appropriate
answer is found. Solutions can link to other
web pages, graphics, illustrations, or even
software updates.
Decrease your inbound call volume
In most customer situations, 80 percent of
the queries relate back to the same 20 percent
of the possible problems. By making those
frequently requested answers directly accessible
to self-service users, you can decrease the
amount of calls received by your contact center.
And since web self-service transactions cost
significantly less than agent-assisted transactions,
you can increase customer satisfaction while
simultaneously decreasing contact center operating
costs.
Help customers find answers, not document
lists
eGain Guided Help uses the patented search
technology of the powerful Inference®
Reasoning Engine to turn the search for a
solution into an intuitive question-and-answer
session. Customers are never confronted with
responses such as 157 documents match your
query or Sorry, 0 matches. Equally
important, unresolved queries can be escalated
to an agent with a complete record of each
question answered. The end result is that
customers get the answers they need in a timely,
efficient manner.
Turn your website into an expert agent
By capturing the expertise of your best agents
into a structured knowledge base, you enable
your customers to consistently find the right
answer. Using knowledge links, you can extend
that process and let your customers search
through technical notes, product support libraries,
and other support related documents using
the same, intuitive tools that your customer
service agents use.
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