Alliance & Leicester Commercial Bank selects eGain Service™ to enhance customer experience
SLOUGH, UK, October 11, 2006: eGain Communications (OTC BB: EGAN.OB), today announced that Alliance & Leicester Commercial Bank, part of one of the UK’s major financial services groups, has selected eGain Service™ to improve the customer service it provides to its customers on a 24×7 basis.
Following a review of the market, Alliance & Leicester Commercial Bank selected eGain to deliver a customer service solution to support its newly launched Internet Banking offering. Alliance & Leicester Commercial Bank had a two-fold customer service requirement. The first was to introduce a web self-service element to enable customers to find answers to their questions in a manner and at a time convenient to themselves. The second was to improve the quality and speed of service delivered by its Helpdesk facility by providing its Customer Advisors with improved access to knowledge. The bank required a central knowledge base for both contact channels, to enable it to efficiently provide a consistent and quality service to its customers via the channel of their choice.
eGain’s solution for Alliance & Leicester Commercial Bank will involve the development of a customer-focused Knowledge Based Repository. A 160-page manual of queries, frequently asked questions and technical information will be made available through an intuitive and easy to use interface, tailored for use by both customers directly via the web and by agents.
eGain Service has been implemented in two phases. Phase one has already delivered benefits to Alliance & Leicester Commercial Bank’s customer service by providing its Customer Advisors with improved access to Frequently Asked Questions and the new knowledge base. In phase two, the bank will implement a full web self-service solution for its customers. This will enable those customers who prefer to use the web to search for information and assistance in the way and at a time that suits them. The banks believes that due to the high take up of web self-service by its customers around 50 per cent of the calls its Advisors currently handle per week will in the future be resolved by web self-service.
Donna Cunliffe, Head of Customer Services for Alliance & Leicester Commercial Bank commented: “We aim to deliver a one stop shop for our customers, with consistent quality information available across all channels of communication. Our Retail banking division’s experience of working with eGain provided us with the confidence that they could progress the project quickly and with industry and organisation insight.”
Cunliffe continues: “Phase one of eGain’s solution went live within six weeks and has already led to a significant improvement in customer experience. We will make eGain’s solution available to our customers via web self-service during October to further improve service delivery.”
Andrew Mennie, Vice President and General Manager EMEA, eGain commented: “Alliance & Leicester Commercial Bank wanted its breadth and depth of customer service knowledge to be made available to all Advisors regardless of their experience, effectively making every customer service representative a seasoned expert. This is exactly what eGain Service™ enables.
“This rapid take up of the Internet banking system by its customers must be supported by quality on-line customer service. Our web self-service solution will deliver a better level of customer service and in turn reduce service related phone calls,” concluded Mennie.
Filed under: eGain
