Case Study: Global Clothing and Outerwear Retailer achieves improved customer experience and increased order conversion with eGain Customer Engagement Hub

Global Clothing and Outerwear Retailer Outfits with eGain Customer Engagement Hub in the Cloud to Weather eService “Storm”

A U.S.-based, 50-year-old global multichannel retailer of classic apparel, swimwear, outerwear and luggage—sold through a major department store chain, standalone stores, and online—needed to extend its high standards of quality and service to the web without getting bogged down in maintenance, security, and IT. As more channel‑hopping, internet‑savvy customers visited the site, the customer service organization became overwhelmed and the website offered little insight into problem sources.

The retailer deployed the eGain Customer Engagement Hub in the cloud—eGain Offers™, eGain Chat™ and eGain Mail™—bringing 450 users online in 23 days. Offers tracked and responded to millions of visitors in real time, proactive chat assisted up to 2,000 customers daily, reactive chat supported 600,000 visitors a year with an average five‑star rating, and Mail streamlined escalations and workflows; a shared knowledge base improved answer consistency and agent proficiency, helping improve the customer experience and increase order conversion.