MOUNTAIN VIEW, CA – When 20,000 customers want to talk to your customer service department each month, you need an email solution that works. That was what Playboy.com realized when it began looking for a way to reliably interact with its site subscribers. The venerable name in erotica ultimately settled on eGain Mail. Customer queries about subscriptions, promotional offers, and content have meaning beyond the answers provided upon response. The reliability of communications and the time it takes to get back to users influence retention and brand loyalty, two reasons that Playboy.com eGain was the software package that seemed most likely to keep the high volume of correspondence most seamlessly managed.
Billed as the top-rated customer service and contact center software available for in-house or on-demand clients, eGain is expected to absorb the anticipated doubling in Playboy’s subscription total during 2006 without requiring the introduction of additional agents.
Best of all, the new software will free up time to answer email.
“Our specialists will be able to focus on the questions that come their way and handle them quickly with the help of the eGain knowledge base,” Bob Nitekman, director of operations for Playboy.com explains.
“Email has emerged as an extremely popular channel for customer interaction, second only to the phone,” CEO for eGain, Ashu Roy points out, “and providing excellent service through email and other online channels is absolutely critical to the success of any business.”
According to Roy, eGain, known for its popularity among major companies throughout the globe, is “delighted” to have been selected by Playboy.com for its “mission-critical email management” and the company looks forward to building a multi-channel customer inaction hub for it.
Information about eGain can be read at www.eGain.com.
