March 14, 2011, 1:44 PM

Chain Reaction Cycles on fast track for customer service excellence with eGain

The online bike store chooses eGain Mail to deliver superior e-mail customer service for business growth.

Slough, UK –10th March 2011 – eGain (OTC BB: EGAN.OB), the leading provider of cloud and on-site customer interaction hub software, announced today that Chain Reaction Cycles has selected eGain® Mail™. The online bike store will use the solution to improve the quality, consistency and efficiency of email communication with its global customer base.

Chain Reaction Cycles currently dispatches up to 30,000 orders every week from its warehouse. It has recently streamlined its supply chain to increase this order fulfillment capacity by more than 40%. With sales continuing to grow, the online bike store found that its existing email management system was no longer fit for purpose. 

The company recognises that customer service is key to maintaining and extending its leadership position in the very competitive online retail market. Sandra Pryce, Senior Customer Operations Manager at Chain Reaction Cycles, said, “We receive, on average, 35,000 emails a month. Even at these volumes, it became clear we had outgrown our existing email system. We needed a more sophisticated and mature solution that would scale well, help automate email customer service processes and enable us to quickly and intelligently respond to inbound queries.”

Used by leading companies around the world for more than a decade in cloud and on-site deployments, the eGain Mail product enables contact centres to handle large volumes of customer emails and web form submissions effectively, efficiently and uniformly. The solution ensures complete customer order and interaction history is available to agents, enabling informed responses for each and every query. In addition, agents are provided consistent, high-quality answers in multiple languages from a centralised knowledge base.

Pryce added, “We provide customer support in nine languages, so a multilingual knowledge base is a critical requirement for our business. With eGain Mail, not only will we ensure consistency in all customer responses but also increase the productivity levels of the entire service organization.”

Andrew Mennie, General Manager of eGain EMEA, commented, “For an expanding online business like Chain Reaction Cycles, customer service is a competitive differentiator and the company’s commitment to service levels has played a huge part in its success to date. They had the foresight to assess service processes as part of their investment to streamline and extend their supply chain operations. With eGain, they now have the comprehensive and efficient service tools in place to support this investment for the long term.”

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