Case Study: International Beauty Products Company achieves unified, faster omnichannel support and reduced escalations with eGain Customer Engagement Hub

International Beauty Products Company “Freshens Up” Its Service Image With eGain Customer Engagement Hub

A 125‑year‑old international beauty company with a portfolio of more than 1,000 products sells in over 100 markets across 15 countries through 6.5 million direct sales representatives, generating over $11 billion. Rapid growth strained legacy systems and forced support agents to master multiple tools, leading to overloaded, inconsistent, and often unavailable service; the company wanted a better support experience, more self‑service, and insights from social media.

The company implemented the eGain Customer Engagement Hub as a single source of truth across voice, chat, email, self‑service, and social, adding eGain SelfService, Virtual Assistant, Knowledge+AI with Guided Help, workflows, and unified chat/mail/social channels (integrated with SAP CRM). The solution reduced escalations, shortened turnaround times, enabled intelligent routing and personalization, improved consistency and accuracy across channels, and delivered a more efficient, differentiated support experience that increased satisfaction for reps and customers.