CASE STUDY | MEDIA | HUB: SELF-SERVICE, KNOWLEDGE, VIRTUAL ASSISTANT
| ON-PREMISE
Global Provider of Digital Knowledge and Legal Services Solutions
Makes Knowledge Findability and Authoring Easy With eGain
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Email and chat
deflection features
have led to 70%
less traffic into the
contact center.
COMPANY
This global provider of electronically searchable
legal and journalistic information and contentenabled workflow solutions is a pioneer in its
domain. It gives professionals in legal, risk
management, corporate, government, law
enforcement, accounting, and academic markets
access to billions of documents from thousands
of legal, news, and business sources. Founded
in the US, the company now has 15,000
employees, and serves customers in more than
100 countries worldwide.
CHALLENGE
The legal knowledge provider has built its
brand and leadership position in a niche
market around reliable, accurate, and timely
information. But in the digital age, no
information is exclusive. Additionally, legal
and business information is complex, mandates
compliance in creation and distribution, and has
no scope for errors.
To counter the challenges, the provider resolved
to ensure knowledge availability and exceptional
experiences to users across channels, groups,
geographies, and touchpoints. But it knew that
to be able to provide consistent omnichannel
engagement, ease and accuracy of search, and
easy content authoring and maintenance, it
would have to streamline knowledge processes
end to end.
The company had to start with replacing its
many point solutions with a mature, scalable,
best practices-embedded, unified customer
engagement platform.
SOLUTION
The global enterprise selected the eGain
Customer Engagement Hub™ suite. The
modular apps in it come with out-of-thebox reporting and integration capabilities
to minimize operational cost and maximize
productivity.
eGain KnowledgeAgent™ ensures consistent,
omnichannel access to centralized knowledge
across geographies and business units, and
facilitates easy, workflow-enabled content
creation, approval, submission, and maintenance.
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Content authoring time
has reduced by 30%
with authors saving 2-3
minutes per article.
eGain SelfService™ and the patented Guided
Help™ module guide customers, step-by-step,
towards answers, provide seamless experiences
between the business’s product and self-service
portals, and prevent escalations to email and
chat channels. Finally, the innovative eGain
Virtual Assistant™ offers brand-aligned online
engagement that promotes self-service adoption.
RESULTS
The new email and chat deflection features
on the self-service portal have led to 70% less
traffic into the contact center. eGain’s authoring
capabilities save knowledge authors at least 2-3
minutes per article, reducing content authoring
time by 30%.
Email: [email protected] | Web: www.egain.com
© 2015 eGain Corporation. All rights reserved.
“eGain has improved our author team
productivity,” says the Project Manager of
Operations Programs and Shared Services.
“The primary benefit has been the speed
of making edits… the edit can be made in
only a few clicks. I anticipate that eGain
Knowledge will help adoption in other areas of
the company.” So, over time, the niche player
plans to implement eGain across 15 worldwide
locations with an option to seamlessly shift to
the inexpensive, secure, reliable, and hassle-free
eGain Cloud™.