eGain Enables Conversational Customer Service Through Facebook® Messenger(TM)

eGain Enables Conversational Customer Service Through Facebook® Messenger(TM)
12.01.2018 08:29 am

eGain Enables Conversational Customer Service Through Facebook® Messenger(TM)

Cloud

eGain, the leading provider of cloud-based customer engagement solutions, today announced its integration with Facebook Messenger.

The user population on leading messaging apps has already surpassed the userbase on social networks. Facebook Messenger alone boasts of 1.3 billion users. According to Forrester, Facebook and Facebook Messenger together represent 16% of the time consumers spend on apps. Moreover, 56% of consumers surveyed in a Nielsen study would rather message a business than call customer service, and 67% expect to message businesses even more over the next two years.

"Providing customer service where digital consumers 'live' is emerging as a business differentiator," said Ashu Roy, eGain CEO. "This integration makes it easy to provide conversational service through Facebook Messenger, that is also powered by knowledge and unified with other touchpoints."

Key capabilities

-- Initiate customer service conversations from the business' Facebook page using Facebook Messenger

-- Exchange rich content, including multiple document types and images

-- Handle conversations, leveraging the powerful capabilities of eGain Advisor(TM) agent desktop that provides

  1. Personalized, proactive customer engagement with award-winning digital engagement capabilities that is also unified with voice
  2. A Solve button for easy access to contextual knowledge and conversational guidance, powered by knowledge and AI reasoning

Related News

Waddell & Reed Financial, Inc. Selects eGain for Omnichannel Customer Service

eGain (NASDAQ:EGAN), the leading provider of cloud-based customer engagement solutions, today announced that Waddell & Reed Financial, Inc. (NYSE:WDR) selected eGain Solve(... Read more »

Coupa Named as Global Leader by IDC

Coupa Software, a leader in business spend management (BSM), was named a leader in the inaugural IDC MarketScape: Worldwide SaaS and Cloud-Enabled Procurement Applications 2018... Read more »

ACI Unveils Cloud-Based Omni-Channel Solution for Merchants

ACI Worldwide (NASDAQ: ACIW), a leading global provider of real-time ... Read more »

10 January, 2018 IBM CLOUD NOW CONNECTED TO BT’S ‘CLOUD OF CLOUDS’

BT today announced the launch of a new service to provide global businesses with direct access to IBM Cloud ... Read more »

eGain Announces Integration with Salesforce.com

eGain, the leading provider of cloud-based customer engagement solutions, today announced its integration with Salesforce.com.

"Businesses are increasingly layering... Read more »

The Evolution of Cloud Tech

Cloud has revolutionised the technology sector over the last decade with key proponents acting as major disruptors in a wide range of end markets. Eager to... Read more »

Magazine
ALL
Free Newsletter Sign-up
+44 (0) 208 819 32 53, +44 (0) 173 261 71 47 Download Our Mobile App