eGain today announced interactive sales and marketing software for B2C Web sites. eGain Interactive Sales Suite helps e-business and marketing teams quickly deploy, assess, and refine customer engagement strategies with contextual promotions and proactive assistance.
"The Web has become the go-to channel for consumers to research and buy products and services,” says Anand Subramaniam, vice president of worldwide marketing for eGain. “Today’s consumers are hard-pressed for time and also look for instant gratification. If there’s friction in this process, consumers will go elsewhere. After all, it only takes the click of a mouse to defect.”
For B2C businesses to survive and thrive, Subramaniam says, their online sales engagement and conversion process must “keep up with the speed of the consumer or become agile across each and every step of the process. They have to find a way to engage and inform online customers in a compelling manner, make intelligent offers, and close the sale.”
“The multichannel Web is rapidly becoming the central point for business-to-consumer interactions,” Johan Jacobs, research director for Gartner, said in a statement. “Organizations that do not focus on leveraging Web channels for unified sales, marketing, and service will struggle with customer engagement and ownership.”
Included is a comprehensive suite of applications that support the “inform-engage-offer-convert-optimize process” for faster and better Web sales engagement and conversion. According to Subramaniam, the suite is built on a unified customer interaction hub platform, eliminating silos across sales, service, and marketing interactions, as well as across communication channels and touch points.
“The solution includes rich interaction choices, including intelligent offers for sales, service, and marketing; social engagement; next-generation co-browsing with no download requirement; natural language avatar interactions; proactive and reactive chat; click-to-call and proactive multichannel service and sales alerts across social networks; mobile apps; voice updates; email; and SMS,” Subramaniam says.
eGain Interactive Suite took more than a year to develop and deploy with early clients. Subramaniam says B2C companies “looking to rapidly deploy, iterate, and optimize interactive sales strategies on Web, mobile, and social channels” are eGain’s target customers.