ASOS.com Selects eGain for Email Management

As consumers increasingly buy online, ASOS.com has seen significant growth in web site traffic. With over 5.2 million visitors coming to the site every month, ASOS.com regards online customer service of the utmost importance to its business. Hiscock continues, “Operating solely online, it is key that we deliver superior customer service through online channels such as email in order to maintain our leadership in a competitive market. It is crucial that we equip our agents with accurate and timely information to enable them to meet these service levels and it was clear from the outset that only eGain’s solution could provide us with the tools to achieve this.”

eGain Mail intelligently routes incoming emails and provides automated and recommended responses to ensure agents can process customer queries effectively, efficiently, and consistently. The solution also ensures that complete customer information and interaction history is available to agents, enabling informed interactions for each and every response.

“It was essential that the solution we chose could be configured easily without disrupting our service operations or the shopping experience of our customers,” Hiscock comments. “We were really impressed with the ease of integration - it only took two weeks for the email management system to be fully embedded into the ASOS.com environment. As a next step, we plan to examine how we can utilise and integrate eGain’s customer service forum capability to jumpstart an ASOS.com online customer community and further enhance customer experience through an interactive forum for sharing tips and finding answers to questions.”

Andrew Mennie, General Manager of eGain EMEA concludes, “For a growing online business like ASOS.com, online customer service has become a competitive differentiator in this fast moving market sector. The results at ASOS.com speak for themselves and act as great testimony to how a robust approach to online customer service can dramatically enhance customer experience, boost service quality and improve agent productivity in the contact centre.”

About eGain

eGain (OTC BB: EGAN.OB) is a leading provider of multichannel customer service and knowledge management software for in-house or on-demand SaaS deployment. For more than a decade, the world's largest companies have relied on eGain to transform their traditional call centres, help desks, and web customer service operations into multichannel customer interaction hubs. Based on the Power of One, the concept of one unified platform for multichannel customer interaction and knowledge management, these hubs enable dramatically improved customer experience, end-to-end service process efficiencies, increased sales, and enhanced call center performance.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves more than 800 enterprise customers worldwide. To find out more about eGain, visit www.eGain.com or call the company's offices: 800-821-4358 (US headquarters), 1753-464646 (UK and Continental Europe).