Target also leads the pack when it comes to paid search spending, a new report finds.
B2C businesses struggle to keep up with proliferating touchpoints and rapidly evolving interaction preferences.
Mountain View, CA (June 14, 2011): eGain (EGAN.OB), the leading provider of cloud and on-site customer interaction software, today announced the release of eGain Interactive Sales Suite, a novel approach for transforming B2C websites into interactive shopping destinations. The solution helps eBusiness and marketing teams quickly deploy, assess, and refine customer engagement strategies with contextual promotions and proactive assistance. As an integral part of eGain’s Customer Interaction Hub solution, the new suite works seamlessly with eGain’s award-winning service applications to ensure consistent customer experience at all touchpoints.
Despite escalating investment in online initiatives, B2C businesses struggle to keep up with proliferating touchpoints and rapidly evolving interaction preferences. Abandoned shopping carts, discarded forms, and fractured experiences are still the norm. eGain Interactive Sales Suite enables the deployment of holistic customer engagement strategies with a solution that is both quick and complete.
“The multichannel Web is rapidly becoming the central point for business-to-consumer interactions,” said Johan Jacobs, Research Director for Gartner. “Organizations that do not focus on leveraging web channels for unified sales, marketing, and service will struggle with customer engagement and ownership.”
Unlike tactical alternatives, eGain Interactive Sales Suite is comprehensive, agile, and innovative.
eGain Interactive Sales Suite sales-enables websites with rich interaction choices through the following products, all built on a eGain’s robust, knowledge-powered customer interaction platform:
eGain® Offers™ to enable proactive, real-time, rule-based offers to engage website visitors; offers include coupons, promotions, personalized content, contextual self-service, and agent assistance.
eGain® Social™ to monitor social media, proactively publish offers, and privately engage with prospects.
eGain® Multibrowse™ to enable customers and phone or chat agents to jointly navigate and fill forms on any website securely in real-time with no downloads required.
eGain® Chatbot™ for avatar-based, brand-aligned natural language conversations.
eGain® Chat™ and eGain® ClickToCall™ to provide website visitors the ability to chat or request a callback.
eGain® Notify™ to offer customers the ability to sign up for multichannel sales and service alerts across social networks, mobile apps, voice updates, email, and SMS.
eGain Interactive Sales Suite enables B2C marketing and sales teams to easily test alternative customer engagement strategies:
Out-of-the-box A/B testing capability and customer engagement dashboard. In addition, businesses can extract unique customer insight using the eGain Multichannel Analytics capability.
West Corporation, a leading sales and marketing BPO (Business Process Outsourcer) is partnering with eGain to enable interactive sales and service for two of America’s best-known car rental agencies. West will be deploying eGain Offers, eGain Chat, eGain ClickToCall, and eGain Multibrowse to increase website revenue opportunities through contextual offers, timely web chat and callbacks, and cobrowsed form-filling of rental agreements. “Customer experience is a big priority for car rental agencies,” said Scott Krueger, Vice President, Information Services of West Corporation. “With exciting interaction options such as cobrowsing, chat, and contextual offers, we are helping our clients deliver an innovative customer experience with measurable top-line impact.”
“As premier analysts like Gartner and Forrester suggest, B2C service and sales interactions are rapidly converging,” said Ashu Roy, eGain Chairman and CEO. “By co-innovating with partners like West Corporation, we are leading this industry transformation with cutting-edge interactive sales and service tools that leverage our Customer Interaction Hub.”
eGain Interactive Sales Suite is available immediately and can be deployed in the cloud or on-site. Details of the suite are available at http://www.egain.com/products/interactive_sales.asp.
eGain (EGAN.OB) is the leading provider of cloud and on-site customer interaction software for sales, marketing, and service. For over a decade, eGain solutions have helped improve customer experience, grow sales, and optimize service processes across the web, social, and phone channels. Hundreds of global enterprises rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs).
Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow us on Twitter at http://twitter.com/egain and Facebook at http://facebook.com/egain.