Gifts that will keep on giving in 2016 and beyond!

When the Starbucks cups changed colors, I realized we were approaching holiday season again. It is gifting time and we wanted to do something special for clients, prospects, and partners this year. No, there won’t be eGain-triggered Amazon drones coming down your chimneys to deliver gifts that you don’t always care for. These are multi-thousand dollar gifts that will keep on giving you and your organization in 2016 and beyond! Gartner’s game-changing article on knowledge management, including framework, best practices,…

Getting out of summer doldrums

Well, I read that autumn just began this week though I’m not so sure given the recent heat wave in the Bay Area! While the Northern Hemisphere might be inching its way out of summer doldrums, it appears that omnichannel customer service is not getting out of it, according to the recent Forrester survey of 10,000 consumers, sponsored by eGain. Here are some details on the doldrums. A majority of consumers rated customer service as “about the same” or “worse”…

You need the shopping cart and the findability horse to move product on the web!

Web retailers justifiably focus on reducing shopping cart abandonment. Real-time customer engagement tools like proactive offers, chat, and cobrowse can surely help here, and so can best practices outside technology. However, you need the shopping cart and the findability horse to “move” product (no pun intended) in a big way. Shoppers go through three distinct steps in their purchase process when they are on a website—find the product they need, decide or select among alternatives (including not buying), and buy….