GlobeNewswire

Consumers Love Messaging for Customer Service But Hate its Experience Silo

Del

YouGov survey of US and UK consumers reveals that lack of consistent omnichannel experience is the biggest hurdle to faster adoption of messaging for customer service

SUNNYVALE, Calif. and NEWBURY, United Kingdom, March 20, 2019 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN), the leading provider of digital-first, omnichannel customer engagement hubs, today announced the findings based on a consumer survey of the use of messaging for customer service. The survey revealed that consumers love the convenience of messaging but struggle mightily with its experience silo.

Conducted by YouGov on behalf of eGain, the survey was based on responses from 1777 consumers who messaged a business for customer service in the last 12 months. When asked about their struggles1 when messaging businesses for customer service:

  • 43% hated repeating information across agents or when escalating to other channels;
  • 28% struggled with the speed of response; and
  • 23% were stumped by the relevance of response.

Another interesting and somewhat expected finding was the higher adoption of messaging for customer service among younger consumers. The survey found:

  • 39% adoption for the 18-34 age group;
  • 32% for the 35-54 age group; and
  • 20% for the 55+ age group.

Finally, younger consumers had a more positive view of messaging as a customer service channel compared to other contact channels like web chat, email or phone.

  • 37% in the 18-34 age group were more satisfied with messaging than other contact channels; versus
  • 23% in the 35-54 age group; and only
  • 18% in the 55+ age group.

“We believe our customer engagement hub enhances the value of our rich, messaging solution with our omnichannel platform powered by AI and knowledge” said Ashu Roy, eGain CEO. “Our clients in the US are rapidly activating our messaging capabilities to deliver a connected customer experience on the eGain platform. Especially exciting is the high level of interest in using our AI-based virtual assistant via messaging.”

More Information

An infographic containing key survey findings:
http://hd.egain.com/wp-content/surveys/egain_messaging_survey_2019.pdf.
eGain Messaging: http://www.egain.com/customer-service-messaging/
eGain Solve™ Suite: http://hd.egain.com/wp-content/overviews/egain_overview.pdf

About YouGov
YouGov is a global data, analytics, and market research firm founded in 2000. Its highly profiled and engaged panel of 2 million US consumers and 6 million consumers worldwide enables a continuous conversation about our panelists’ opinions, their behaviors, and the brands which touch their lives at local, national, and global levels.

All figures, unless otherwise stated, are from YouGov Plc.  Total sample size was 5,950 adults, of whom 1,777 had used messaging to get customer service in the past 12 months. Fieldwork was undertaken online between February 8th and February 18th, 2019.  The figures have been weighted and are representative of all US/UK adults (aged 18+).

About eGain

eGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world. To find out more about eGain, visit http://www.egain.com.

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

Cynthia Tu
Phone: 408-636-4505
Email: press@egain.com 


1 Respondents could select multiple options

 

Om GlobeNewswire

GlobeNewswire
GlobeNewswire
One Liberty Plaza - 165 Broadway
NY 10006 New York

https://globenewswire.com

GlobeNewswire is one of the world's largest newswire distribution networks, specializing in the delivery of corporate press releases financial disclosures and multimedia content to the media, investment community, individual investors and the general public.

Følg saker fra GlobeNewswire

Registrer deg med din epostadresse under for å få de nyeste sakene fra GlobeNewswire på epost fortløpende. Du kan melde deg av når som helst.

Siste saker fra GlobeNewswire

Bombardier Provides Preliminary First Quarter 2019 Financial Results, Updates 2019 Guidance25.4.2019 12:00:00 CESTPressemelding

First Quarter 2019 Consolidated Performance(1) Revenues expected to be ~$3.5B; driven lower by timing of aircraft deliveries, slower project ramp up at Transportation, and unfavourable currency translation Adjusted EBITDA(2) and adjusted EBIT(2) expected to be ~$265M and ~$170M, respectively, due to lower revenues and revised cost estimates on Transportation projects Free cash flow usage(2) expected to be ~$1.0B, supporting working capital investments 2019 Guidance(3) Update Consolidated revenue guidance now expected to be ~$1.0B lower at ~$17.0B, representing ~10% growth year over year, excluding currency effects and divestitures Aerospace businesses on track; Consolidated revenue guidance changed mainly due to revised Transportation outlook Consolidated adjusted EBITDA expectations reduced from $1.65-1.80B to $1.50-1.65B, representing a ~20% increase year over year Consolidated adjusted EBIT expectations reduced from $1.15-1.25B to $1.0-1.15B Consolidated free cash flow guidance rema

First Quarter 2019 Results Conference Call24.4.2019 19:55:00 CESTPressemelding

AURORA, Ontario, April 24, 2019 (GLOBE NEWSWIRE) -- Magna International Inc. (TSX: MG ) (NYSE: MGA ) FIRST QUARTER 2019 RESULTS CONFERENCE CALL THURSDAY – MAY 9, 2019 8:30 AM ET DIAL IN NUMBERS North America: 1-800-954-0587 International: 1-312-281-2942 Webcast: www.magna.com Slide presentation will be available on our website prior to the call. REBROADCAST INFORMATION Replay available 2 hours after the call until May 16, 2019 North America: 1-800-558-5253 International: 1-416-626-4100 Reservation No.: 21922562 INVESTOR CONTACT Louis Tonelli, Vice-President, Investor Relations louis.tonelli@magna.com 905-726-7035 TELECONFERENCE CONTACT Nancy Hansford, Executive Assistant, Investor Relations nancy.hansford@magna.com 905-726-7108

Flashpoint Strengthens Intelligence Platform with New Dashboards and Analytics, Expanded Collections and Tailored Alerting by Industry24.4.2019 16:00:00 CESTPressemelding

Company Significantly Expands Use-Case Driven Business Risk Intelligence (BRI) Offerings NEW YORK, April 24, 2019 (GLOBE NEWSWIRE) -- Flashpoint, the global leader in Business Risk Intelligence (BRI), today announced new innovations and enhancements that help multiple teams bolster cybersecurity, confront fraud, detect insider threats, enhance corporate and physical security, and address third-party risk. The new innovations and enhancements strengthen Flashpoint Intelligence Platform, which grants access to the company’s archive of finished intelligence reports, data from illicit forums, marketplaces, chat services, paste sites, technical data, card and account shops, and vulnerabilities, in a finished intelligence experience. The platform scales Flashpoint’s internal team of specialized, multilingual intelligence analysts’ ability to quickly provide responses to customers. “As a long-time Flashpoint customer, I have seen many iterations of the company’s platform, technology, and coll

VSBLTY LAUNCHES NEW CORPORATE WEBSITE;SHOWCASES MARKETING & SECURITY TECHNOLOGY24.4.2019 14:05:00 CESTPressemelding

Philadelphia, PA, April 24, 2019 (GLOBE NEWSWIRE) -- VSBLTY Groupe Technologies Corp. (CSE: VSBY) (Frankfurt: 5VS) is pleased to announce the launch of its new, upgraded website (vsblty.net) that demonstrates “The Intersection of Marketing & Security.” VSBLTY is a leading software technology company that provides consumer audience measurement using the power of machine learning through computer vision. Its industry-leading VisionCaptor™ and DataCaptor™ combines motion graphics or interactive brand messaging on any digital display at point of customer contact with “first of its kind” FacialAnalytics. VSBLTY’s measurement technology records demographics such as age, gender, and sentiment as well as audience measurement including content touches, traffic counts, and dwell time. Jay Hutton, VSBLTY Co-Founder and CEO, said, “Our website shows how our digital display solutions are transforming public spaces and providing actionable marketing insights. In addition, VSBLTY Vector™, our disrupt

Fiverr Adds Depth to Management Team, Announces Hila Klein as Chief Operating Officer24.4.2019 14:00:00 CESTPressemelding

The veteran executive brings over 15 years of leadership experience to the company as it continues to build upon its mission of changing how the world works together NEW YORK, April 24, 2019 (GLOBE NEWSWIRE) -- Fiverr, a marketplace that connects businesses with freelancers offering digital services, is proud to announce the appointment of Hila Klein as Chief Operating Officer. Klein has a strong background as a product and technology executive, having most recently served as a Senior Vice President, Head of Product Technologies Division at 888 Holdings. She will report directly to Fiverr CEO, Micha Kaufman. “Over the past year, Fiverr has grown both as a business and as an organization. That means the stakes are higher and the challenges are bigger,” said Micha Kaufman, Fiverr CEO. “As such, it was necessary for us to bring in someone to help us oversee all internal processes and procedures. Hila has demonstrated the leadership capabilities that are necessary to help us improve our cr

Qtum Launches Enterprise Blockchain Solution — Unita24.4.2019 10:00:00 CESTPressemelding

SHANGHAI, China, April 24, 2019 (GLOBE NEWSWIRE) -- Qtum, the open-source public blockchain platform, launched Unita, a blockchain protocol designed for enterprises. Unita securely stores data, utilizes existing developer tools and automates information transfer processes for businesses at a groundbreaking speed of 10,000 transactions per second. Unita’s flexibility allows a wide population of developers to use common tools to solve the biggest problems businesses face when considering adopting blockchain technology, including consumer data regulations and verification. Unita takes advantage of an innovative, unique, and scalable consensus algorithm, SCAR, that allows parameter adjustments to take place on the blockchain. The dynamic nature of SCAR saves substantial amounts of disk space, bandwidth, and other network resources. Miguel Palencia, Chief Information Officer of the Qtum Foundation, said: “Speed and customization are two of the main barriers for enterprises looking to adopt