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"eGain has a good
self-service solution, uses linguistic
tools to understand the inquiry and
does a good job of leveraging the solution
into other areas of the enterprise."
- Gartner, Inc.
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Web self-service
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One
size doesn't fit all in web self-service!
The same approach to self-service will not
work for every type of customer, every type
of inquiry, or every stage of the customer
life cycle. Industry studies continue to highlight
usability issues in most web self-service
implementations. In fact, a 2003 Jupiter Research
study concluded that self-service was plagued
with usability issues prompting consumers
to seek assistance through email and phone
channels to get their questions answered.
eGain® SelfService™
is based on the notion of multimodal
self-service and has two innovative
features that differentiate it from
other self-service systems.
1. The eGain solution can be
configured to adapt to customer need
by exposing appropriate access methods-from
among a range that includes FAQ,
search,
browse,
guided
help and chat
bots. |
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2. Second, the system automatically
identifies knowledge bottlenecks based on
self-service usage and user feedback to generate
alerts and review tasks for appropriate content
owners. This self-monitoring feature ensures
that the self-service implementation does
not languish due to lack of attention from
business owners. As customers use self-service
and provide feedback (either explicitly or
implicitly), their input is processed and
interpreted to drive content improvement and
access method refinement. |
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