Quixtar Improves Customer Support Email Response Time
Leading Online Retailer Improves Service to Network of Independent Business Owners and Their Customers With eGain Mail(TM)
MOUNTAIN VIEW, CA -- (MARKET WIRE) -- 04/06/2006 -- eGain Communications Corporation(OTC BB: EGAN), provider of the industry's top-rated* customer service and contact center software for in-house or on-demand deployment, announced today that Quixtar, the number one online retailer of health and beauty products, has cut customer support email response time with its deployment of eGain® Mail™, the industry's top-rated email management software**.
Quixtar offers a large network of Independent Business Owners (IBOs) the ability to have web-based businesses of their own. Quixtar provides IBOs access to exclusive brands like Nutrilite® vitamins and dietary supplements and Artistry® skin care and cosmetics, hundreds of nationally recognized brands, and more than 100 Partner Stores such as Barnes & Noble.com, Circuit City, and Office Depot. With eGain Mail, Quixtar manages inbound and outbound email through its Customer Support area more efficiently.
eGain Mail works with Quixtar's use of Amdocs ClarifyCRM customer relationship management software to provide Quixtar Customer Care Associates (CCA) an integrated view of each customer's interactions with Quixtar. When Quixtar launched its improved website in 2004, web traffic increased, resulting in a spike in emails to Customer Support. Quixtar was able to handle the increased demand and cut response times through rule-based routing and resolution processes, modeled with eGain's workflow engine. In other words, eGain Mail sorts emails received by Quixtar Customer Support and routes them to the CCAs, who can respond most efficiently based on email topic and each CCA's email and call queue. eGain Mail's web architecture also enables CCAs to access their system from work or home. Quixtar expects to be able to handle a further 50% increase in email traffic without increasing overall service costs.
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