"Monday November 6, 6:31 am Eastern Time
Press Release
L.L. Bean Deploys eGain's Customer Interaction Platform for the Holidays
Live Web and Email Customer Service Ensure a Pleasant Holiday Shopping Experience for L.L. Bean's Online Customers
SUNNYVALE, Calif.--(BUSINESS WIRE)--Nov. 6, 2000--L.L. Bean has selected eGain Communications (Nasdaq:EGAN - news) to provide an integrated solution to support the company's online customer service needs. With the implementation of the eGain Commerce(TM) platform, L.L. Bean adds an online avenue to maintaining its legendary customer service philosophy.
``Superior customer service is a cornerstone of the customer shopping experience and that includes the services we provide through our Web channel,'' said Elizabeth Spaulding, Vice President of Customer Satisfaction at L.L. Bean. ``After an extensive search, we selected eGain because it offers a tightly integrated platform to effectively manage email and live Web interactions with our customers. We wanted a solution that is easy to use, yet capable of keeping pace with the demands of this channel. eGain offers that capability along with a partnership approach to ensuring that we maintain our reputation for superior customer service.''
``We're honored that L.L. Bean, a company that is very well known for its outstanding customer service, has chosen eGain's platform to power its online customer service activities,'' said Gunjan Sinha, eGain's president. ``The strength of the eGain product suite is its ability to address customer service needs via multiple channels. Our solutions allow businesses to provide a consistent level of superior customer service through whatever method a customer chooses to communicate with them. This is especially important as companies try to ensure that the upcoming holiday sales period proves to be a positive experience for their customers and their bottom lines.''
Industry studies show the importance of online customer service. According to Datamonitor, businesses lost more than $6.1 billion in e-commerce sales last year due to poor online customer service. A recent Jupiter Communications' survey shows that 90 percent of online customers prefer human interaction, underscoring the value of live help over the Web. Jupiter also forecasts that US online shopping spending will reach $28 billion in 2000, up from $17.3 billion in 1999.
L.L. Bean implemented licensed versions of eGain Live(TM) and eGain Mail(TM) at its Portland, Maine call center. eGain Live allows L.L. Bean to deliver human assistance to online customers via text chat, and provides the ability to push Web pages to customers . Live customer service over the Web helps companies turn shoppers into buyers, and reduce the rate of shopping cart abandonment. eGain Mail enables businesses to route, track and respond to high volumes of customer emails and Web form submissions. eGain Mail ensures every online inquiry receives a fast, accurate response.
eGain Live and eGain Mail are components of the eGain Commerce(TM) suite, a completely integrated platform for online customer service. Built using Web-native technology, the platform delivers exceptional scalability, rapid deployment, global access and seamless integration with existing e-business and call center systems. In addition to eGain Mail and eGain Live, the eGain Commerce suite includes applications like eGain Voice(TM) (voice over the Internet), eGain Inform(TM) (Web FAQ self-service), eGain Assistant(TM) (lifelike conversational self-service), eGain Campaign(TM) (proactive digital marketing) and eGain Knowledge(TM) (comprehensive self-service and knowledge management). Leveraging shared resources such as a customer base, knowledge base and workflow engine among all applications, eGain Commerce helps companies deliver personalized interactions that foster customer loyalty, increase sales and control service costs.
About L.L. Bean
L.L. Bean, Inc. is a leading developer and retailer of quality outdoor gear and apparel. The company was founded in 1912 and is headquartered in Freeport, Maine. Just like the L.L. Bean flagship store in Freeport, Maine, llbean.com is open 24 hours a day, 365 days a year.
About eGain Communications Corp.
eGain (Nasdaq:EGAN - news) is a leading provider of customer interaction software for the Internet. To help businesses deliver a superior customer experience and establish profitable, long-term customer relationships, eGain offers licensed and hosted applications for email management, interactive Web and voice collaboration, intelligent self-help agents, knowledge management and proactive online marketing. Built using a Web-native architecture, the eGain platform provides robust scalability, global access, diverse integration and rapid deployment. Based in Sunnyvale, California, with 32 offices worldwide, eGain has 700 customers, including 21 of the 50 largest global companies. For information about eGain, please visit www.egain.com or call the company's offices -- US: 888/603-4246; London: +44 (0) 175 377 1100; Sydney: +612 9492 5400.
Except for the historical information contained herein, the matters set forth in this press release are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks and uncertainties include, but are not limited to, the anticipated customer benefits from eGain products, and other risks detailed from time to time in eGain's filings with the Securities and Exchange Commission. eGain disclaims any intent or obligation to update these forward-looking statements.
Note to Editors: eGain, eGain Commerce, eGain Knowledge, eGain Mail, eGain Live, eGain Voice, eGain Campaign, eGain Inform, eGain Assistant and eGain Hosted Network are trademarks of eGain Communications Corporation. All other company names and products are trademarks or registered trademarks of their respective companies.
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Contact:
eGain Communications
Jessica Ly, 408/212-3401 (Company Contact)
jly@eGain.com
or
Neale-May & Partners
Paula Contos Dunne, 650/328-5555 ext. 113 (Media Contact)
pdunne@nealemay.com
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