Online Jeweler Miadora Uses eGain Live to Close Thousands of Dollars Worth of
Sales
Business Editors/High-Tech Writers
SUNNYVALE, Calif.--(BUSINESS WIRE)--Sept. 19, 2000--Miadora
credits eGain Live(TM) and its voice over the Internet (VoIP)
capabilities with closing thousands of dollars in sales over the past
six months. eGain Live, which allows shoppers an opportunity to speak
directly to customer service representatives over their computers, is
just one component of the powerful eGain Commerce(TM) platform from
eGain Communications (Nasdaq:EGAN), a leading provider of customer
interaction software for the Internet.
To customers visiting Web sites, eGain Live offers an opportunity
to verbally ask questions about items of interest without having to
free up the phone line by logging off the Internet. Going beyond basic
communication, eGain Live helps companies fully engage customers by
combining voice with dynamic Web collaboration capabilities including
one-to-one text chat, Web page push, browser sharing, forms
collaboration, screen capture and Web callback.
"Customers want to choose how they talk with you. If you block any
avenue of communication, you're saying you don't want their business,"
said Steve Mangum, president and COO of Miadora. "Our customers
appreciate the ability to be online and use their computer to speak
with our representatives. We can offer them suggestions by sending
them product pages to review and generally spend time with them just
as if they were visiting a traditional jewelry store. This service,
made possible through eGain Live, has helped us build strong customer
relationships and close thousands of dollars of sales in the process."
Miadora combines unique products, extensive information, great
selections and convenience to create an enriching shopping experience
for fine jewelry and gifts. Strictly an eBusiness, Miadora uses its
Web site and catalogs to serve an eclectic, growing clientele
nationwide through its San Francisco Bay Area fulfillment house.
Mindspring and Bain & Company have stated that an average customer
must shop four times at an online store before the store makes a
profit from that customer. With the Gartner Group now predicting a
strong online holiday shopping season in North America with
projections that revenues will rise 85 percent to $19.53 billion in
the 4th quarter, customer service becomes an even more critical
component in locking in customer loyalty during a pivotal revenue
period.
"Business is all about establishing relationships with consumers.
eGain helps online merchants replicate or even exceed the personalized
customer experience associated with traditional brick and mortar
establishments," said Gunjan Sinha, eGain's president. "Fortunately
there is still time for companies to implement an enhanced customer
service strategy before the holiday shopping season. eGain offers a
comprehensive set of hosted solutions that can be operational in as
little as two weeks."
The eGain Commerce platform is 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 eBusiness and call
center systems. As service needs expand, companies can easily add
eGain applications like eGain Mail(TM) (high volume email management),
eGain Live(TM) (live Web collaboration), 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 k-Commerce
Support(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 Miadora
Miadora offers intriguing collections of fine jewelry and gifts
from every corner of the globe. In addition to an exciting selection,
Miadora offers customers the in-depth education necessary to make an
informed decision as well as a money-back guarantee. Miadora is a
private company based in San Mateo, Calif. For more information about
Miadora, please visit www.miadora.com or call the company's offices at
800/328-4151.
About eGain Communications Corp.
eGain (Nasdaq:EGAN) 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, 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, with offices worldwide, eGain has more than 600
customers, including AOL, Otis Elevator, and Bank of America. 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 Mail, eGain Live,
eGain Voice, eGain Campaign, eGain Inform, eGain Assistant, eGain
k-Commerce Support 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.
--30--nj/sf*
CONTACT: eGain Communications
Jessica Ly, 408/212-3401
jly@egain.com
or
Neale-May & Partners for eGain
"Gus" Whitcomb, 650/328-5555 ext. 134
408/989-0169 (pager)
awhitcomb@nealemay.com
or
Miadora
Barry Gilbert, 650/389-8000
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