# eGain Chat Reviews **Vendor:** eGain **Category:** [Live Chat Software](https://www.g2.com/categories/live-chat) **Average Rating:** 4.0/5.0 **Total Reviews:** 10 ## About eGain Chat eGain Chat™ enables you to offer real-time chat assistance to website visitors. Agents can exchange text messages, files, web pages, and knowledge base articles with visitors to answer their queries, proactively as well as reactively. Rated #1 by analysts, it has been enabling businesses to transform chat customer support experiences for its customers for more than a decade. The live chat software is an integral part of eGain’s customer engagement software suite. It integrates seamlessly with the other social experience, web experience, and contact center applications in the suite. Proven eGain’s chat and web collaboration solutions lead the industry in maturity, depth, and seamless integration with other interaction channels. Omnichannel Standalone solutions perpetuate silos. And silos are a big no as the consumers coming to your website are omnichannel. Read why your website needs an omnichannel website chat software (https://www.egain.com/products/chat-software/website-chat-software/). ## eGain Chat Reviews ### 1. Egain allows a better integration between the client and the brand in networks. **Rating:** 4.5/5.0 stars **Reviewed by:** Jennifer B. | Customer Support Professional, Enterprise (> 1000 emp.) **Reviewed Date:** June 04, 2019 **What do you like best about eGain Chat?** If there is something that I have to highlight of Egain and that is perhaps what I like the most is the immediacy with which it allows the user to respond, thanks to the user interface and alert notifications allows the client to be attended to immediately , which in turn allows the client to feel satisfied and not waiting. I also liked the fact that you could look up an activity and see the full audit trail. Thanks to the artificial intelligence that interprets the questions and throws the answers immediately. allows companies to provide excellent customer support through multiple channels. **What do you dislike about eGain Chat?** It is an excellent tool but it has some opportunities for improvement, for example if you try to open several chats at the same time this seems to consume a lot of resources since the system gets a bit slow, and another thing that bothers me is that the customization is very limited that you can apply, this is a disadvantage in an era where personalization is everything. **Recommendations to others considering eGain Chat:** I recommend egain because without a doubt it is an excellent application that allows you to improve the experience of your clients in social networks. **What problems is eGain Chat solving and how is that benefiting you?** It has allowed us to have a better relationship with the interaction of our clients, it helps to improve the perception of the brand since the clients, being treated in an almost immediate way, have to feel better and have a more satisfactory perception of our attention. ### 2. A close experience with the client. **Rating:** 4.5/5.0 stars **Reviewed by:** Victor C. | Customer Support Professional, Enterprise (> 1000 emp.) **Reviewed Date:** April 29, 2019 **What do you like best about eGain Chat?** eGain has an outstanding platform! The chat functions make it super simple for customers to engage with CSRs and the analytics it can track is perfect for any business. I find it an excellent option for those people who want to have a flexible schedule and make their life a perfect balance with work. They give people the opportunity to learn and grow with the company. **What do you dislike about eGain Chat?** Absolutely nothing that disgusts me, I am completely satisfied with the service we provide, the principle allows us to access the reports, but I think it was more than inexperience, but it could also be resolved, so I do not think it is relevant. **Recommendations to others considering eGain Chat:** I recommend them to all those who want to improve both the quality of attention they offer to their clients and those who want to create a bond of closeness with their customers. It is a great chat feature which our clients very much enjoy. It always them to speak with us in real time without having to utilize email and wait for a response. **What problems is eGain Chat solving and how is that benefiting you?** Undoubtedly the coexistence with the client through eGain is the greatest benefit that has brought to our company since apart from giving a better quality in the attention, it gives a better mood to the clients and feels a proximity through this platform. It has also made us rethink many plans how to deal with our customers and that has made our attention improve a lot. ### 3. eGain is an excellent platform with the best interface I've ever known **Rating:** 5.0/5.0 stars **Reviewed by:** Susan R. | Customer Support Professional., Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2019 **What do you like best about eGain Chat?** What I like about Egain is that customers feel well taken care of because they receive the answers they need in a short time and all this happens since the Egain system has exceptional intelligence when solving problems. Egain allows customers to feel cared for, that is something that is very important for us and also has an incredible user interface. It has multimodal access and agents can choose which one to use, it is fascinating. I am sure that it is the best option for those people who want to have freedom during working hours. They give people the opportunity to learn and grow with the company. This software offers a large number of services that will help the company to be closer to providing a high quality service. **What do you dislike about eGain Chat?** I honestly can not think of something that I liked. I only used it for about a year and a half. **Recommendations to others considering eGain Chat:** I recommend it because its use is very simple and fast for communication with personal and legal clients. **What problems is eGain Chat solving and how is that benefiting you?** We obtained many benefits but the most relevant allowed the company to implement a chat team and with respect to problems none was presented. ### 4. Excellent interaction software for CS! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** March 13, 2019 **What do you like best about eGain Chat?** Loved that I could work from home for a company that used this communicate with their customers! It was easy to use and really convenient! **What do you dislike about eGain Chat?** I honestly can’t thjnn of anything that I disliked about it. I only used for it about a year! **What problems is eGain Chat solving and how is that benefiting you?** Benefits were the convenience for me and the customer to interact online instead of over the phone. Customers seem to be much nicer when they don’t have to stay on hold to chat with someone. ### 5. Great way to reach customers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2018 **What do you like best about eGain Chat?** This was a software I used for my business to reach out to customers who were viewing my website. I was able to offer live chat assistance while they shopped online if need be. **What do you dislike about eGain Chat?** There were often times glitches and bugs within the system. **What problems is eGain Chat solving and how is that benefiting you?** Being able to set up a live chat system in order to reach out to customers. I noticed that customers were more likely to buy products after using this system because of how fast they got a response unlike using email. ### 6. Super Laggy **Rating:** 3.5/5.0 stars **Reviewed by:** Belinda C. | Wedding Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2018 **What do you like best about eGain Chat?** Its easy to use and learn. The macros are gteat as well **What do you dislike about eGain Chat?** when handling more than one live chat its super slow **What problems is eGain Chat solving and how is that benefiting you?** It allowed the company to implement a chat team ### 7. Chat **Rating:** 5.0/5.0 stars **Reviewed by:** Todd D. | Customer Care Representative, Medical Devices, Enterprise (> 1000 emp.) **Reviewed Date:** May 01, 2018 **What do you like best about eGain Chat?** I like the on screen alerts as well the ability to use frequently used phrases **What do you dislike about eGain Chat?** I don’t like that using attachments while the site doesn’t always work **What problems is eGain Chat solving and how is that benefiting you?** Chatting with my end users about our products and services ### 8. eGain **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Hardware | Enterprise (> 1000 emp.) **Reviewed Date:** March 22, 2018 **What do you like best about eGain Chat?** eGain has an outstanding platform! The chat functions make it super simple for customers to engage with CSRs and the analytics it can track is perfect for any business. **What do you dislike about eGain Chat?** Nothing, this company is outstanding. Their level of excellence from the minute you inquire about their services to implementation to on the spot questions during use is by far the best. **What problems is eGain Chat solving and how is that benefiting you?** The ability to keep the interaction going with our customers is unbelievable. ### 9. Convenient **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2017 **What do you like best about eGain Chat?** I liked that we were able to add our own quick chat responses. **What do you dislike about eGain Chat?** We had some issues with the program accessing reports. **What problems is eGain Chat solving and how is that benefiting you?** It is a great chat feature which our clients very much enjoy. It always them to speak with us in real time without having to utilize email and wait for a response. ### 10. inadequate chat and cobrowse application **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2017 **What do you like best about eGain Chat?** nothing at all, product is insuffiecient **What do you dislike about eGain Chat?** 1. Cowbrowse on V15 does not allow you to browse the customers desktop only the agents 2. Consistent downtown of chat tool 3. Lack of accurate and timely reporting 4. No customization available 5. Inadequate customer support 6. Issue resolution timing 5. **What problems is eGain Chat solving and how is that benefiting you?** when chat is working we are chatting with members ## eGain Chat Discussions - [What is eGain Chat used for?](https://www.g2.com/discussions/what-is-egain-chat-used-for) - [Steps to set-up eGain social](https://www.g2.com/discussions/steps-to-set-up-egain-social) - 1 upvote - [View eGain Chat pricing details and edition comparison](https://www.g2.com/products/egain-chat/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-14+12%3A25%3A31+-0500&secure%5Bsession_id%5D=5785e49b-9301-4c10-8747-accb153f1e7c&secure%5Btoken%5D=582d32cc8d85c9a2d8302b01604bfd8fb68a50141f132b7b49c84527120877a5&format=llm_user) ## eGain Chat Features **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles ## Top eGain Chat Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,496 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,660 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,931 reviews)