Sunnyvale, CA July 29, 2020 -- eGain (NASDAQ: EGAN), a provider of customer engagement solutions, announced that chatbots ranked at the bottom among digital touchpoints in customer satisfaction during the initial outbreak of COVID-19.
Conducted by Dimensional Research on behalf of eGain and fielded in June 2020, the survey was administered to thousands of consumers, who had used a digital channel for customer service across six industries in April and May 2020.
Here are key findings:
"Digital service is the answer to contact center challenges," said Ashu Roy, eGain CEO. Chatbots are great but only when they are easy, smart and connected."
About eGain Corporation:
Omnichannel customer engagement solutions power digital-first experiences. Infused with AI, machine learning, knowledge and analytics, our platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
Published: Friday, July 31, 2020
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