eGain Corporation · NASDAQ:EGAN
eGain — Engage or Perish webinar (July 2013)
30 slides from eGain's conference presentation, Jul 24, 2013
Slide 1: Engage or Perish
ENGAGE OR PERISH Hot Trends and Innovations in Consumer Engagement Kurt VanDynHoven | Director, Retail, eGain July 24, 2013
Slide 2: About eGain
ABOUT EGAIN WHAT WE DO Multichannel customer engagement o Interactive sales o Multichannel service o Knowledge management Trusted cloud solutions WHO WE ARE Founded in 1997 HQ in Sunnyvale, CA, USA o Offices in EMEA and APAC 2
Slide 3: Gartner MQ Leader 5 Years in a Row
GARTNER MQ LEADER 5 YEARS IN A ROW “ eGain continues to be the Web Customer Service vendor with the most complete offering on the market. ” 3
Slide 4: Trusted by Leaders
TRUSTED BY LEADERS Financial Services and Insurance Manufacturing Retail Telecom Utilities 4
Slide 5: Agenda
AGENDA Are you in control? From chaos to harmony eGain puts you in control Next steps Slide 5
Slide 6: Today's consumers don't play by the old rules
Today’s consumers don’t play by the old rules 6
Slide 7: They know more than you do
THEY KNOW MORE about your 89% get information online before buying products, competitors, and pricing 72% than you do seek advice from other consumers 7
Slide 8: They're multichannel
They’re MULTICHANNEL 51% Research online and then buy in store 40% 46% 32% Research online, visit store and buy online Sources: Google research study (2012), ClickIQ, Feb 2012
Slide 9: They increasingly trust social discovery, promotions, and recommendations
THEY INCREASINGLY TRUST SOCIAL DISCOVERY, PROMOTIONS, AND RECOMMENDATIONS 48% Find social posts a great way to discover new products and brands 40% See social posts as a great Source: Forrester/Bizrate Insights Social Commerce Flash Survey, Q3 2011 way to discover sales Base: 5,578 recent online sho
Slide 10: And like to share their experiences socially
AND LIKE TO SHARE THEIR EXPERIENCES SOCIALLY .. spoke with 6 people, 2 of whom work side by side I've called Nobody will Contacted by I tried to apply in the same retailer X at answer your phone, email, for a policy place, and questions on and chat.. It can be least 20 times online, but site not one
Slide 11: But get frustrated by fragmented journeys
BUT GET FRUSTRATED BY F-R-A-G-M-E-N-T-E-D JOURNEYS 84% Want consistent service and offers across channels 11
Slide 12: And abandon
AND ABANDON % SHOPPING CARTS ARE ABANDONED
Slide 13: Meanwhile, businesses are stuck in channel silos
MEANWHILE, BUSINESSES ARE STUCK IN CHANNEL SILOS Contact Web Social Center It’s not in It’s not in my I’d like to my P&L objectives help, but… I’m looking for help, Virtual Team… CX Manager
Slide 14: Without the right technology, it's a challenge
WITHOUT THE RIGHT TECHNOLOGY, IT’S A CHALLENGE Using old tools for new problems? 14
Slide 15: And tactical fixes create chaos
AND TACTICAL FIXES CREATE CHAOS Tactical customer experience projects running at one time at an eGain client! 15
Slide 16: Agenda
AGENDA Are you in control? From chaos to harmony eGain puts you in control Next steps Slide 16
Slide 17: eGain Customer Engagement Hub and Apps
eGain Customer Engagement Hub and Apps ONE experience across Social, Mobile, Web, Contact Center ONE integrated multichannel view of the customer ONE set of business processes ONE knowledge base ONE platform for multichannel analytics Content Contact Center eCommerce CRM ONE platform for back-end Ma
Slide 18: Think social
Think social CMO Council Survey 2011 SOCIAL MATTERS
Slide 19: Respect channel preferences
Respect channel preferences eGain Survey 2012 CHANNEL PREFERENCES FOR SEEKING HELP 6% Online 6% 23% 11% Email Phone call 12% 21% Web chat 21% Forum Social Media Other
Slide 20: Design persona-based journeys
Design persona-based journeys 80% 70% 60% 50% Older Boomers & 40% Golden Gen (56+) 30% Gen X & Younger Boomers 20% (36-55) 10% Gen Y & Younger (18-35) 0% Phone Web Social SMS 20
Slide 21: Design and deliver smart, connected journeys
DESIGN AND DELIVER smart, connected journeys Look eGainup FAQ Self Service Like the Look up blog eGain company’s eGain Laura Andrews posts by Community, Facebook Social Page other eGain moms Social Age: 35 Buy online with next- Busy Mom eGain day Offers shipping Collaborate eGain with an SuperChat a
Slide 22: Video: Design and deliver smart, connected journeys
DESIGN AND DELIVER smart, connected journeys Video Slide 22
Slide 23: Agenda
AGENDA Are you in control? From chaos to harmony eGain puts you in control Next steps Slide 23
Slide 24: Global multinational telco: More self-service choice
GLOBAL 100 MULTINATIONAL TELCO CLIENT SUCCESS “More self-service choice” 28% Increase in self–service deflection Challenge Provide customers choice of interaction channels Reduce cost of serve and share best practices through a shared platform across operating companies 12% Increase in First Con
Slide 25: Fortune diversified insurance provider: Improve online on-boarding
FORTUNE 500 DIVERSIFIED INSURANCE CLIENT SUCCESS PROVIDER “Improve online on-boarding” Challenge 200% Improvement in on-boarding Significant abandonment rate in web-based on-boarding conversion process, upwards of 75% Over 50% members are on the company website when they call for assistance, yet
Slide 26: Premier catalog and web retailer: Improve order conversion
PREMIER CATALOG AND WEB RETAILER CLIENT SUCCESS “Improve order conversion” 50 million Challenge Marketing offers per year Increase order conversion and average order value Reduce cost of service Rapidly turn around offers 1 million Shopping assistance sessions per year eGain Solution 5% Uplift
Slide 27: We have an app for that!
WE HAVE AN APP FOR THAT! Slide 27
Slide 28: Agenda
AGENDA Are you in control? From chaos to harmony eGain puts you in control Next steps Slide 28
Slide 29: Next Steps
NEXT STEPS CALL 1-800-821-4358 (USA) +44 (0)1753 464748 (EMEA) +91 (0) 20-6608-9200 (APAC) EMAIL info@egain.com SOCIAL eGain #eGain 29
Slide 30: © eGain Corporation. All Rights Reserved.
© eGain Corporation. All Rights Reserved. 30