Keep web shopping live, say 90% of online customers

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A new live web and e-mail customer service ensures a pleasant holiday shopping experience for online customers.

According to Datamonitor, businesses lost more than $6.1 billion in e-commerce sales last year due to poor online customer service. And a recent Jupiter survey showed that 90% of online customers prefer human interaction, underscoring the value of live help over the web. Jupiter forecasts that US online shopping spending will reach $28 billion in 2000, up from $17.3 billion in 1999.

Following this philosophy, L.L. Bean has chosen eGain to add an online avenue to its customer service philosophy.

“We selected eGain because it offers a tightly integrated platform to manage e-mail and live web interactions with our customers,” said Elizabeth Spaulding, vice president of customer satisfaction at Bean.

“We wanted a solution that is easy to use, yet capable of keeping pace with the demands of this channel. eGain offers that capability along with a partnership approach to ensuring that we maintain our reputation for superior customer service,” added Spaulding.

“The strength of the eGain product suite is its ability to address customer service needs via multiple channels,” said Gunjan Sinha, eGain’s president.
“Our solutions allow businesses to provide a consistent level of superior customer service through whatever method a customer chooses to communicate with them. This is especially important as companies try to ensure that the upcoming holiday sales period proves to be a positive experience for their customers.”

L.L. Bean implemented licensed versions of eGain Live and eGain Mail at its Portland, Maine call center. eGain Live allows Bean to give human help to online customers via text chat, and to push web pages to customers. Live customer service over the web helps companies turn shoppers into buyers, and reduces shopping cart abandonment. eGain Mail ensures every online inquiry receives a fast, accurate response.

eGain Live and eGain Mail are components of the eGain Commerce suite, a completely integrated platform for online customer service. Built using web-native technology, the platform delivers exceptional scalability, rapid deployment, global access and seamless integration with existing e-business and call center systems.

L.L. Bean is a developer and retailer of outdoor gear. The company was founded in 1912 and is headquartered in Freeport, Maine.

eGain is a provider of customer interaction software for the Internet. Based in Sunnyvale, California, with 32 offices worldwide, eGain has 700 customers, including 21 of the 50 largest global companies.

eGain

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