The first phase of its deployment will see Waitrose implement web self-service which will enable easy-to-use, contextual, online help for shoppers that delivers the right answer the first time of asking, according to the company.
Andrew Newton, multichannel development manager at Waitrose, said: “Our customers expect unparalleled customer service and we are pleased that eGain Cloud will build on that reputation.
“We looked for an intelligent, easy-to-use self-service solution that would improve the customer service experience on Waitrose.com. eGain Cloud offers improved navigation and answering and we will work with them to find more opportunities to enhance our shopper experience in the future.”
Source: eGain
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