eGain Corporation · NASDAQ:EGAN
eGain — eGain Solve22 (October 2022)
15 slides from eGain's conference presentation, Oct 11, 2022
Slide 1: Knowledgeable and Experienced
Knowledgeable and Experienced How We Deliver that Customer Service Promise Butch Baxter Manager, Customer Satisfaction Process & Technology L.L.Bean October 11, 2022
Slide 2: Butch Baxter
Butch Baxter Customer Satisfaction Process and Technology, Manager 29 Years with L.L. Bean • Frontline Representative • Frontline Leader • Manager, Website Operations & QA M.S Internet Strategy Management Slide 2
Slide 3: Our customer service promise
Our customer service L.L.’s golden rule promise Sell good merchandise at a has remained reasonable profit, treat your the same all customers like human beings, and they will always come these years back for more. Leon Leonwood Bean Slide 3
Slide 4: We have evolved with our customers
We have evolved with our customers 1925 1985 2000 2008 2012 1921 1951 1996 2004 2010 2015 Slide 4
Slide 5: Our customer service goals
Our Service that matches product quality customer • Knowledgeable service • Digital-first goals • Friction-free • Quality at scale We passionately believe that providing a positive customer experience will directly result in predicable and profitable growth Slide 5
Slide 6: Challenges in the contact center
Challenges CX (Customer Experience) in the • Customer expectation: Quicker, easier, faster • Digital self-service, but easy access to agents contact AX (Agent Experience) center • Customer queries got more complex with virtual assistant and self-service automating easy ones • Agents had to go 100% r
Slide 7: An inflection point in 2019
An Do more with eGain! inflection It was time to leverage current software investment. eGain was a large annual point in investment, but it was being used as an expensive email template and workflow. 2019 eGain provides • Unified platform for digital-first, omnichannel customer engagement • Powered
Slide 8: Journey with eGain
Journey with eGain 2019 Launched new 2019 email templates for Upgraded to capture CCPA 2016-2017 latest eGain 17 compliance Launched requests 2015 Anonymous chat Moved to 16 2014 eGain v14 Integrated eGain Integrated with Data Extracts with Move to eGain Deployed Stella Connect 2013 v11 proactive ch
Slide 9: Current eGain footprint at LL Bean
Current eGain Conversation Hub • Virtual assistance eGain • Live chat and messaging • Notifications footprint • Email management • Social at LL Bean eGain Knowledge Hub • Content management, search, conversational guidance eGain Knowledge Hub • eGain Managed Services • Knowledge authoring and report
Slide 10: Conversation Hub
Conversation VA deflection: 30.48% • Ability to create multiple VAs (bots), recently Hub we created a training VA for our seasonal agents, which does not impact our Production VA or stats. Work is being done to look at the creation of another VA for Checkout queries Ability to add seasonal self-serv
Slide 11: Conversation Hub
Conversation Web email deflection, top self-serve articles Hub • Limiting Catalogs • Customer inquires regarding where their order • Canceling/Changing their Order online • Return inquiries ENotify (Launched Jun 2021) • Since implementation we have sent a total of 57,000 automated emails to customer
Slide 12: Knowledge Hub
Knowledge Customer Service Guide went live in Oct 2021 Hub • Helped us move from legacy technology • Improved content deliver • Provides data about usage, search terms etc Personalization goes live this month • Targeted content • Reduces “noise” Guided Help for agents • Will go live post peak Slide
Slide 13: Managed Services
Managed Started using eGain Managed Services Services in Feb 2021 Macros Reporting Queries Authoring of flows Updating Intent Engine and training for new Intents added Gadget/Widget creation in Analytics Reporting on issues or opportunities with the VA/Email Deflection Slide 13
Slide 14: Next with eGain
Next with • Upgrade to R21 eGain • Develop and deploy additional bots to support our internal agents. • Look for ways to increase visibility of the customer facing Virtual Assistant • Expand the questions that can be answered • Improve the dialogue between user and virtual assistant • Use the new re
Slide 15: Appreciation
Appreciation • First, kudos to these eGain rockstars • Managed Services: Rajan, Ravindra, Owen, Indranil • Support TAM – Pooja • Knowledge consultant: Tristan • And to the team back home at LL Bean. There are a lot of folks who make this work but a special call out to • Jeff • Michala • Mik Slide 15