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eGain Social Review
Product Snapshot
Product Pricing
Contact vendor directly for pricing information.
Technology
Product is available as a SaaS solution.
Customer Focus
Vendor works with companies of all sizes.
Select Customers
Bell, Barclays, Replacements Ltd, Rust-oleum, Scottish, Southern Energy
About eGain Social
eGain Social is social intelligence software designed to support social customer service, knowledge capturing processes, and works as a single-source social publishing and online reputation management solution. The platform monitors social networks for any customer queries, as well as analyzes those queries for sentiment, and enables users to respond with related content or relevant responses.
The software routes all customer queries based on intelligent processes, enables users to post responses either privately or on the social channel of choice, and ensures all responses are delivered in media-customized formats. Additionally, the platform is able to monitor channels for specific keywords, blends social channels with traditional channels such as email, SMS and chat, and reports on operational KPIs including social response SLAs, response time by agent or queue, or trending topic.
About the Company
eGain was founded in 1997 and is headquartered in Sunnyvale, California.
eGain Social Key Features
- Monitors multiple social channels including Facebook, Twitter and blogs
- Built-in advanced workflows
- Harvests social knowledge
- Measures metrics including positive and negative trends, brand mentions, and support effectiveness
- Works to maximize ROC (Return On Content)
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