eGain Communications Corporation today announced that Replacements Ltd. achieved a 50% increase in contact center agent productivity with eGain Email, the industry's leading software for scalable and intelligent processing of customer emails and web-form requests. Furthermore, Replacements will be able to recoup their software investment in half the originally estimated payback time.
Replacements Ltd. creates, honors, and preserves traditions by connecting customers with their most cherished memories. The company's contact center is the vital link between the company and its customers. Over the last five years, this customer interaction center has evolved from a phone-only call center to a multi-channel contact center that serves a consumer base of over 5 million-roughly half of whom use email to interact with the company. Replacements' customers have been using email in increasing numbers to ask and get answers to questions, place orders, and receive pre-sales and post-sales notifications. The company's web site was ranked among the top 25 sites by the Internet Retailer magazine for exceptional design and customer service in 2002.
Replacements' 150-agent contact center includes an Internet Services Group with 30 agents who are dedicated to email customer service. The group handles thousands of inbound online service requests each day, including customer registrations, orders, and free-form email inquiries. Agents in the group are able to process these inquiries efficiently and effectively by using key capabilities of eGain Email such as rules-based routing, quality assurance features, management reporting, and an easy-to-use knowledge base. This has allowed Replacements to reduce its response times to all email requests to less than 24 hours and sustain high quality of service without adding staff, in the face of growing email volumes. In fact, the power of eGain Email has resulted in reduced agent headcount requirements for the upcoming fiscal year in Replacements' planning cycle.
"Customer service is a cornerstone of our strategy to grow the business," said Martha Newman, Internet Services Manager at Replacements Ltd. "eGain Email is a critical enabler of this strategy."
"eGain's email solution is not only paying for itself by enabling cost savings for us, but it is also adding value to our top line," said Jack Whitley, Vice President, Internet Sales & Marketing. "The customer service efficiency we've gained through the solution is allowing us to aggressively proceed with market expansion activities such as online advertising and co-marketing deals, knowing that our service quality won't be compromised by increased demand."
"eGain has marquee customers in click-and-mortar as well as web-only retail industry sectors, and our domain expertise in multi-channel customer service specific to these sectors is second to none," said Anand Subramaniam, VP of Marketing for eGain. "We are thrilled that Replacements Ltd. has been able to achieve positive bottom-line as well as top-line results, and enhance service quality with eGain Email."
eGain is a leading provider of customer service and contact center software, used by global enterprises for over a decade. 24 of the 50 largest global companies rely on eGain to transform their traditional call centers into profit centers, and extend their competitive advantage through unmatched customer service. eGain Service 6, the company's software suite, available licensed or hosted, includes integrated, best-in-class applications for customer email management, live web collaboration, virtual agent customer service, knowledge management, and web self-service. These robust applications are built on the eGain Service Management Platform, a scalable next-generation framework that includes end-to-end service process management, multi-channel, multi-site contact center management, a flexible integration approach, and certified out-of-the-box integrations with leading call center and business systems.
Headquartered in Sunnyvale, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide.