Case Study: Premium Fashion Retailer achieves brand-aligned customer service and faster email handling with eGain Mail

Premium Fashion Retailer Launches Brand-Aligned Customer Service

A premium, magazine‑style online fashion retailer that draws over 2.5 million monthly visitors and serves customers worldwide faced a critical customer service challenge: all orders and inquiries were handled solely by phone and email, requiring reliable tracking, logging, and retrieval of customer and order details to ensure flawless communication and global fulfillment. The company therefore sought a system to centralize and standardize its service operations.

They implemented eGain Mail’s unified agent console to integrate channels and departments on the agent desktop. The platform enabled SLA monitoring and audit trails, routed related communications to the same agent for continuity, and improved access to information—reducing email handling time, increasing agent throughput, and providing on‑demand management data to set, measure, and manage KPIs.