Case Study: Global Silicon Chips Manufacturing Company achieves 59% increase in customer engagement with eGain

Global Silicon Chips Manufacturer Embeds Multilingual Guided Knowledge in Customer Engagement

A global manufacturer of microprocessors and semiconductors serving desktop, server, industrial, medical and in‑vehicle markets faced fragmented, outdated and non‑compliant customer engagement systems. Siloed CMSs, no centralized knowledge base and poor search left field agents and customers unable to find reliable information, costing the business millions and putting an aggressive new product portal launch at risk without a confident vendor partner.

After a long RFP the company implemented eGain’s Knowledge+AI, SelfService+AI and Guided Help (CBR) in a phased rollout, consolidating ~3,000 new multilingual articles (plus hundreds migrated), enabling automated translation and launching brand‑aligned agent and customer portals in nine languages across multiple regions. The solution met rollout deadlines and delivered strong results: 59% higher customer engagement, 30% lift in first‑contact resolution, 15% improved agent efficiency, faster search response and an expected ~$200K annual saving from CBR, with plans to extend eGain across more groups.