SUNNYVALE, CA and SLOUGH, UNITED KINGDOM--(Marketwire - Nov 29, 2012) - eGain (
Waitrose's decision to implement eGain Cloud for customer self-service is an important part of the grocer's strategy to deliver a full multichannel offering to shoppers. The solution will enable Waitrose to provide online customers with productive and brand-aligned self-service experiences, while offering context-aware escalations to agents when assisted channels are added in the future.
Andrew Newton, Multichannel Development Manager at Waitrose, said: "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."
As well as providing an effective and intuitive solution to customer queries via Waitrose.com, eGain Cloud will improve overall customer service efficiency as only the most complex queries will need to be escalated to phone-based contact centre agents.
Newton added: "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."
Dennis Fois, VP EMEA Sales at eGain, said: "The multichannel customer journey has become a major differentiator in competitive industries such as retail. Waitrose recognises 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."
Waitrose, Britain's favourite supermarket*, has 286 shops in the UK and Channel Islands is consistently achieving sales growth significantly ahead of the market**. Its strong performance has been driven by the success of the essential Waitrose range, Brand Price Match and an unmatchable top tier of products as well as a long term commitment to sourcing the UK's finest local and regional foods. Waitrose own-label ranges now account for 54% of sales. Waitrose combines the convenience of a supermarket with the expertise and service of a specialist shop -- dedicated to offering quality food that has been responsibly sourced combined with high standards of customer service. http://www.waitrose.com
* Which? Annual Supermarket Satisfaction Survey, Favourite Food & Grocery Retailer at Verdict's annual Consumer Satisfaction Awards; Favourite Supermarket at Good Housekeeping Awards
** Kantar Worldpanel
Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call the company's offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).