eGain SelfService+AI Pros and Cons

eGain SelfService+AI has enhanced the level of self-service we offer to our customers. Besides, its multi-search enables users to search for information using keywords, natural language inquiry or pressing a topic tree. Review collected by and hosted on G2.com.

There appears to be few ways to customise self-service content for different customer groupings. It does not enable dynamic content related to user’s age, gender, previous purchases or prior engagements. Review collected by and hosted on G2.com.

What I like about Egain is that it allows you to serve the client in an efficient way. has templates for chat bot that you can easily integrate with your emails, customers feel served at all times, the application sends you alerts so you know when there is an interaction, analysis reports allows you to evaluate the metrics and know if you are fulfilling or not with the objectives of the campaign or your brand, Egain allows you to do full tracking of the potential customer and know their tastes, get closer, to know what exactly you are looking for to know if you can give it to them. Review collected by and hosted on G2.com.

The support team is not efficient, it is slow at the moment of giving the service. is an application that consumes many resources of the PC so you can not run other applications if you are working with it, unless you have a super powerful computer. Review collected by and hosted on G2.com.

What I like about Egain is the implementation of artificial intelligence to optimize the interaction with the users of the networks, allows the client to feel satisfied because he receives an immediate response to their concerns. The training time of the agents is really very brief, which allows the companies a great saving of millions in the process. It has an incredible user interface. I also liked the fact that you could look up an activity and see the complete audit trail. Egain is an application that is focused on improving the customer service experience for both clients and collaborators. Review collected by and hosted on G2.com.

Egain is very limited to personalization, this is an opportunity for improvement because for people to feel more identicadas with the applications you have to allow them to give you a personal touch, another thing is that I think it consumes a lot of resources if you try to open more than a chat could slow you down the device. Review collected by and hosted on G2.com.

What I like about Egain is that customers feel practically served immediately because they receive the answers they require and all this thanks to the fact that the Egain system has an exceptional intelligence when resolving concerns. Egain allows customers to feel cared even at times that are not workable also has an incredible user interface. It has multimodal access and agents can choose which one to use, it's great. Review collected by and hosted on G2.com.

There's nothing relevant that I do not like about Egain, I think it's a powerful tool that fulfills everything it offers. although if you want me to mention an opportunity for improvement it seems super necessary that you can receive notifications with messages that are classified as important as this would optimize the service in a significant proportion. Review collected by and hosted on G2.com.