eGain (NASDAQ: EGAN), the leading provider of cloud-based customer engagement solutions today announced that The General® has deployed eGain Solve™ suite for digital customer engagement.
The General® sells auto insurance nationwide, specializing in serving customers who may have difficulty obtaining insurance from other insurers at a reasonable rate.
The use of digital channels will continue to increase among consumers with Gartner predicting that phone-based communication will drop from 41% of customer service interactions in 2017 to just 12% in 2022. During the same period, customer self-service will increase from 48% to 64% of such interactions, per Gartner. Clearly, digital containment is a win-win, cost-effective for the business, and convenient for customers.
The General uses eGain for customer self-service on its website. Its customer service representatives also use the solution for online chat interactions with customers. The company will soon roll out eGain’s cobrowse technology to enable customer service reps help customers navigate its website and fill out online forms.
“Digital transformation has been under way in the insurance industry for some time,” said Ashu Roy, eGain CEO. “We are proud to help The General not only deliver but also differentiate with digital experiences for both customers and agents.”