Time spent by consumers on social
networks surged 73% in 2009 and this
megatrend is expected to continue.
In 2010, social networks collectively
became the #1 online destination.
Consumers are increasingly discussing
their needs, soliciting and offering
advice, and sharing their views about
businesses like yours in these social
networks. This free-flowing viral
conversation is both a challenge and
opportunity for your business. Customers
expect service wherever they are—this
includes communities and social networks.
Savvy businesses are leveraging this
opportunity for competitive differentiation
by delivering superior social customer
experience. On the flip side, if businesses
do not address negative references
in the social cloud, the consequent
damage to their brand might be irreversible.
eGain Social Experience Suite is
a complete, one-of-a-kind solution for social
customer service, knowledge harvesting,
reputation management, and community management.
Unlike alternatives, it is comprehensive,
seamlessly blended with other interaction
channels for superior customer and agent
experience, and enables best practices for