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Goodyear Rolls Out Digital Customer Service with eGain - Multichannel Merchant
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eGain Corporation: Goodyear Rolls Out Digital Customer Service with eGain
SUNNYVALE, Calif., April 20, 2021 (GLOBE NEWSWIRE) eGain (NASDAQ: EGAN (http://www.nasdaq.com/symbol/egan)), the leading cloud platform for customer engagement automation, today announced that The Goodyear Tire & Rubber Company (NASDAQ: GT) has deployed eGain for digital-first, omnichannel customer engagement.
True to its goal of making the tire buying process easy for consumers, Goodyear wanted to deliver a cutting-edge customer service experience through virtual assistance and multimedia chat to help seamlessly match consumers with answers to their questions. The company also wanted to control costs and enable a seamless experience for contact center agents.
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SUNNYVALE, Calif., April 20, 2021 (GLOBE NEWSWIRE) eGain (NASDAQ: EGAN), the leading cloud platform for customer engagement automation, today announced that The Goodyear Tire & Rubber Company (NASDAQ:GT) has deployed eGain for digital-first, omnichannel customer engagement.
True to its goal of making the tire buying process easy for consumers, Goodyear wanted to deliver a cutting-edge customer service experience through virtual assistance and multimedia chat to help seamlessly match consumers with answers to their questions. The company also wanted to control costs and enable a seamless experience for contact center agents.
After going through a rigorous vendor selection process that also included a production pilot, eGain emerged the winner over nine other vendors, based on functionality, PCI compliance, and quick value. The company s retail group has already gone live with eGain Virtual Assistant™ and eGain Advisor Desktop™. The contact center is leveraging
eGain Corporation: Legacy IVRs Fail to Deliver Good Experiences, Underscoring Need for Digitalization
SurveyMonkey research by eGain finds that consumers face roadblocks at every step of their journeys across IVR and agent-assisted customer service
SUNNYVALE, Calif., March 17, 2021 (GLOBE NEWSWIRE) eGain (NASDAQ: EGAN (http://www.nasdaq.com/symbol/egan)), the leading cloud platform for customer engagement automation, today announced the results of their survey on customer experiences with IVR systems. The central finding was that legacy IVRs frustrate customers due to long hold times and their inability to resolve queries. Most customers zero out to a human agent, and upon escalation, bear the burden of repeating context to the agent. Adding to their frustration are the inconsistent answers consumers get across touchpoints.
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