Customer Experience and Support

The Importance of the Customer Experience

What makes you feel valued as a customer? One factor might be recognition. The manager of my local dry-cleaning shop knows my car. When I pull up in front, he sees the car and goes to retrieve my cleaned clothes so that when I walk in the door, they’re hanging on the rack waiting for me. Perhaps you frequent a coffee shop every morning on your way to work and they pour your coffee, just the way you like it, as you enter. Several companies have my phone number on file so when I call, they know who I am…

Designing Superior Customer Experiences

Over the last five years, the ways in which organizations engage with and serve customers have changed profoundly. The proliferation of technology and sheer amount of data now available have ushered in new ways to gain insight from customer interactions. This includes the introduction of artificial intelligence (AI) and sophisticated automation that goes far, far beyond the rigid interactive voice response (IVR) menus that have long been a source of customer complaints…

AI-Powered Customer Service: Use-Cases and Real-World Examples

Cognitive/AI technologies for customer engagement are white hot. No wonder professionals, who had removed AI from their resumes, are scrambling to add it back in! As a pioneer in cognitive/AI solutions for customer service and engagement, eGain has not only developed cutting-edge technology but also delivered proven use-cases and best practices over the last two decades. In this article, we discuss four use-cases that have enabled blue-chip companies to transform—not just improve—customer service and engagement…