Net-a-Porter picks eGain for multichannel customer service

Net-a-Porter is to use hosted versions of eGain’s Mail and CallTrack solutions in a bid to provide distinctive and unified customer service experiences across both email and phone communications.

“As we grow our business, we are committed to further improving our award-winning customer service; we see partnering with eGain as key to achieving this,” said Ian Tansley, Net-a-Porter’s vice president of ecommerce.

According to eGain’s official announcement, “eGain OnDemand will be deployed to Net-a-Porter’s customer service teams located in London and New York in the New Year. eGain’s professional services team will seamlessly integrate the eGain solution with Net-a-Porter’s key business applications for order tracking and customer marketing by leveraging the out-of-the-box integration capabilities of eGain Data Adapters. This integration will enable agents to find customer and order information in backend systems for efficient and effective customer service, and improve their productivity.”