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Waitrose Selects eGain Cloud to Deliver Unified Multichannel Shopping Experience

December 03, 2012

eGain, a source of multichannel customer engagement solutions, announced that Waitrose has selected eGain Cloud as its multichannel customer experience platform. In the first phase, Waitrose will implement Web self-service for easy-to-use, contextual and accurate online help for shoppers.

The Web has transformed the way people interact with retail organizations. High-speed Internet connections mean that people visit many more retailers than before. The first interaction is crucial; with most new visitors looking for information, if help isn’t convenient and easy then potential customers hit the back button and go to the next retailer in the search engine list. 

Implementation of eGain Cloud delivers a full multichannel offering to shoppers. The solution will allow Waitrose to provide online customers with brand-aligned self-service experiences, while offering context-aware escalations to agents when assisted channels are added in the future.

"Our customers expect unparalleled customer service and we are pleased that eGain Cloud will build on that reputation. We looked for an intelligent, easy-to-use self-service solution that would improve the customer service experience on Waitrose.com. eGain Cloud offers improved navigation and answering and we will work with them to find more opportunities to enhance our shopper experience in the future," said Andrew Newton, multichannel development manager, Waitrose.

eGain Cloud provides an effective and intuitive solution, and improves overall customer service efficiency as only the most complex queries will need to be escalated to phone-based contact center agents. 

"The eGain solution will also enable us to publish new customer help information quickly and easily. We feel this is essential for fast-moving industries like retail. In addition, the analytics tool will be a great support as we strive to continually improve our customer engagement processes," Newton added.

Dennis Fois, VP EMEA Sales at eGain, commented, "The multichannel customer journey has become a major differentiator in competitive industries such as retail. Waitrose recognizes that as shoppers increasingly use diverse interaction channels, they need an agile, unified customer engagement platform to keep up with customer preferences. We look forward to enabling superior multichannel experiences for Waitrose shoppers."

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Edited by Braden Becker

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