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eHarmony Selects eGain Solutions
eGain Communications Corp., a provider of customer service and contact center software to the Global 2000, announced that eHarmony, the Internet's fastest growing relationship service, selected the hosted version of eGain's software for providing personalized customer service through email, chat and web self-service to its rapidly growing membership.
"Providing scalable and effective online customer service to our fast-growing user-base is a critical element of our member value proposition," said Greg Steiner, Chief Operating Officer for eHarmony. "Breadth and depth of the suite, scalability, ability to easily integrate with existing business systems, and flexible deployment options were among key criteria for our selection of eGain over other vendors as our solution provider.
"Providing scalable and effective online customer service to our fast-growing user-base is a critical element of our member value proposition," said Greg Steiner, Chief Operating Officer for eHarmony. "Breadth and depth of the suite, scalability, ability to easily integrate with existing business systems, and flexible deployment options were among key criteria for our selection of eGain over other vendors as our solution provider.
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Singles are increasingly using online dating to find suitable partners in North America. Last year alone, at least half of all singles in the US visited an online dating site, spending over $300 million in the quest for love. eHarmony is at the forefront of this trend with a four million member-base, growing faster than any other online relationship service.
eHarmony has deployed hosted versions of eGain Email (tm), eGain LiveWeb(tm) and eGain SelfService (tm), eGain's solutions for email management, live web collaboration and web self-service respectively. Further, the company is using the eGain Data Adapter (tm) to integrate with existing business systems containing member information. With eGain, eHarmony's members are able to get answers to FAQs (frequently asked questions) on their web site, get personalized responses to questions through email, and also engage in live web chat with agents to get immediate, high-touch service over the web. The deployment has started to yield positive results by allowing eHarmony's contact center agents to process large volumes of member emails, and engage in concurrent chats with multiple members for maximum efficiency. Email and online interactions currently run at hundreds of thousands per month. In the initial 30 days of the deployment, the contact center has been able to deflect 10% of incoming requests for agent-assisted service to their web site for self-service through answers to FAQs, powered by eGain.
"Market-leading e-businesses and companies trust eGain's software to provide standard-setting multi-channel customer service," said Ashu Roy, CEO of eGain. "The selection of eGain as a trusted partner by a leader like eHarmony is yet another testament to our product capabilities as well as our track record in delivering scalable customer service solutions to industry leaders."
Singles are increasingly using online dating to find suitable partners in North America. Last year alone, at least half of all singles in the US visited an online dating site, spending over $300 million in the quest for love. eHarmony is at the forefront of this trend with a four million member-base, growing faster than any other online relationship service.
eHarmony has deployed hosted versions of eGain Email (tm), eGain LiveWeb(tm) and eGain SelfService (tm), eGain's solutions for email management, live web collaboration and web self-service respectively. Further, the company is using the eGain Data Adapter (tm) to integrate with existing business systems containing member information. With eGain, eHarmony's members are able to get answers to FAQs (frequently asked questions) on their web site, get personalized responses to questions through email, and also engage in live web chat with agents to get immediate, high-touch service over the web. The deployment has started to yield positive results by allowing eHarmony's contact center agents to process large volumes of member emails, and engage in concurrent chats with multiple members for maximum efficiency. Email and online interactions currently run at hundreds of thousands per month. In the initial 30 days of the deployment, the contact center has been able to deflect 10% of incoming requests for agent-assisted service to their web site for self-service through answers to FAQs, powered by eGain.
"Market-leading e-businesses and companies trust eGain's software to provide standard-setting multi-channel customer service," said Ashu Roy, CEO of eGain. "The selection of eGain as a trusted partner by a leader like eHarmony is yet another testament to our product capabilities as well as our track record in delivering scalable customer service solutions to industry leaders."
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