PRN: What Do Telco Consumers Want? eGain to Unveil Multichannel Customer Experience Report at MWC 2012

10/feb/2012 18.54.55 PR Newswire Turismo Contatta l'autore

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What Do Telco Consumers Want? eGain to Unveil Multichannel Customer Experience Report at MWC 2012


SLOUGH, England, February 10, 2012 /PRNewswire/ --

eGain (NASDAQ: EGAN), the leading provider of cloud and on-site customer interaction software, will publish its cross-industry benchmarking report for multichannel customer experience at the 2012 Mobile World Congress in Barcelona.

The report is based on an independent survey of 3,000 European consumers by Vision Critical on buying behaviour, preferences and customer expectations in telecoms and other service industries. Its findings chart how the evolving relationships between digital channels, service levels and engagement practices influence consumers' decisions at each point of their customer experience journey.

The results hold important implications for mobile and fixed line service providers as they seek to support an array of new services, increase customer retention and boost Average Revenue Per User (ARPU) and Average Margin Per User (AMPU). Findings include:

  • An unclear service offer (or expectation setting) from the provider (e.g. delivery, returns, subsequent contact) is the most likely reason consumers will abandon a purchase.
  • 1 in 5 adults now choose to help themselves through online self service, forums and social media, when seeking assistance with a problem.
  • Over 50% of respondents expect a higher level of customer support when they demonstrate loyalty or pay a premium for a service.

Andrew Mennie, general manager of eGain EMEA, said, "Customer experience has become an important competitive differentiator for service providers. Building that experience requires telcos to move beyond traditional service and integrate support with contextual sales, marketing and social media interactions. This report provides service providers with valuable insight into how best to engage with the changing subscriber expectations across their lifecycle."

A comprehensive analysis of the state of customer experience, the report will include the following:

  • Browser to Customer Conversion:  What it would take for providers to engage and build trust with consumers, based on how subscribers use online self-service, social references and more.
  • Moments of Truth: How consumer sentiment changes as they engage with providers at 'stressful' moments of confusion and failure, including a comprehensive analysis of preferred communications channels and common 'channel hopping' routes.
  • Spend vs. Service: Relationship between consumer spend, service expectation and satisfaction.
  • Telco Benchmarking vs. Other Industries: Experiences of dealing with service providers at different stages of the journey quantified and ranked against best-in-class sectors such as online retail.

For over a decade, eGain's multichannel customer interaction software for knowledge-powered sales and service has enabled leading telecom operators such as Vodafone, Virgin Media, Orange, and Telecom Italia to increase customer acquisition, retention, and loyalty, while controlling costs. For more information on eGain's solutions for telcos, visit

eGain is exhibiting at GSMA Mobile World Congress, Stand D58 in Hall 7 - App Planet  - 27th February - 1st March 2012 in Barcelona Spain. To book an appointment with an eGain telco specialist at the event contact  for more information.

About eGain

eGain (EGAN) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimise service process and grow sales-across the web, social, and phone channels. Hundreds of the world's largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs).

Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

Company Codes: Bloomberg:EGAN@US, NASDAQ-SMALL:EGAN
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