Legal & General call centre agents can now deliver live online support to customers using eGain eService solution.
the insurance comapny turned to eGain when its call centre in Cardiff required a tool to serve its 3.5 million customers in real-time over the Internet. To get connected to live assistance over the web, customers now need only click the online help button on the website.
Legal & General business project manager Ian Christopher said: “Our customer feedback since installing eGain has been very positive. We are using the chat and web collaboration tool to answer questions about insurance policies, pensions and investments. We will be rolling the service out to support all on-line products in the next few months.”
Legal & General is joining a small but rapidly growing number of UK companies providing live support over the Internet. A recent survey conducted by Hewson Consulting revealed that only 9% of the 140 UK websites surveyed offer web chat or phone callback.
“Live web interaction can give companies a competitive edge,” said eGain vice president of international marketing Ryan Rosenberg. “Call centre agents using text chat can successfully manage two to four customer interactions simultaneously.”
About eGain Communications Corporation
Headquartered in Sunnyvale, Calif., eGain has an operating presence in 18 countries and serves close to 800 enterprise customers including AOL Time Warner, Vodafone and Halifax.