Companies all over the world are veering away from the traditional way of doing business, as the ‘always on’ consumers have gone multichannel, have their antennas up constantly and know which side of their bread is buttered.
In such a scenario, customer engagement takes on a very different hue.
Realizing that selling smarter and better for a multichannel customer is not easy, JDWilliams, well known for direct home shopping in the United Kingdom, decided it could do with some help from eGain’s customer engagement hub.
Supporting over three million shoppers across 25 online brands is hard work, and the online retailer required an agile, scalable, unified customer engagement platform that could keep pace with the shopper channel preferences, and also generate loyalty.
eGain, a Sunnyvale-based provider of cloud customer engagement solutions, trusted by many leading brands, fit the bill perfectly.
And JDWilliam’s quest for a solution that would enable smart, context-aware customer journeys across touchpoints, ended.
Moreover, as each of JD Williams' brands caters to a specific demographic and market segment, thanks to eGain, it would now be well positioned to design and deliver a bespoke multichannel mix, tailored to each of these segments and brands across Web self-service, e-mail, chat, phone, mobile, stores and social media.
"Our goal is to provide a class leading set of customer support solutions; a rich and complete proposition, delivered with high consistency across multiple trading channels. eGain's customer engagement hub solution will help us deliver on that vision," commented Mark Cheshire, director, client services at JD Williams.
“In a competitive industry such as retail, the multichannel customer journey has become a major differentiator,” noted Dennis Fois, vice president of EMEA Sales at eGain.
The eGain solution is expected to be deployed first at Figleaves, a leading luxury fashion brand, to be followed by other brands.