eGain

3.8
(19)

eGain eService software: email response management, knowledge management, cobrowsing, live chat, call center, and customer service

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eGain Features

Process

Mentions

Scours various channels for brand mentions to proactively seek reparative communications.

96%
(Based on 8 reviews)

Tickets

Creates and assigns support tickets, scheduling them in a timely manner.

88%
(Based on 8 reviews)

Macros

Allows administrators to create templated responses to frequently asked questions.

88%
(Based on 10 reviews)

Collaboration

Allows employees to communicate and collaborate on the problem solving journey.

89%
(Based on 9 reviews)

Channels

Email

Connects employees with customers through an email solution.

87%
(Based on 9 reviews)

Social

Connects employees with customers through a social media solution.

87%
(Based on 9 reviews)

Live Chat

Connects employees with customers through a live chat solution.

96%
(Based on 12 reviews)

Phone

Connects employees with customers through a calling solution.

92%
(Based on 8 reviews)

Text

Connects employees with customers through a text message solution.

92%
(Based on 8 reviews)

Insight

Surveys

Provides opportunity for customers to give feedback through a survey.

92%
(Based on 10 reviews)

Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

97%
(Based on 10 reviews)

Visitor Activity

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

94%
(Based on 9 reviews)

Help Desk

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

93%
(Based on 9 reviews)