eGain vs. UserReplay (discontinued)

Search function Global Synonyms Guided Helps. Documentation does a great job of describing features but lacks the big picture of how things relate to one another. Strong consulting partnership and customer focus. There are areas where they need to improve - Improve compliance & risk management plus Improve customer relations/service.

Incentivized

Great for online businesses who are well established and want to refine their UX/site performance.

Incentivized

• Multiple options to choose channel of your convenience
• The product capabilities are very good. Easy for integration and deployment
• Strong consulting partnership

Incentivized

• Identifying an issue and quickly understanding what the financial impact is
• Seeing how users use and interact with your site, by device
• Reporting on custom events
• Quickly finding a session and replaying it, to watch it back.

Incentivized

• Service and support needs to be done better.
• Compliance and risk management needs to be improved

Incentivized

• Having confidence in the reports/numbers it pulls
• No function to email out weekly/monthly reports.
• Insights are sometimes difficult to extract

Incentivized

While searching for a Customer Experience software, eGain came first in the search and we were pretty satisfied with the product features it has. We liked the support and customer service which made sure all our queries were answered in a very short turnaround time.

Incentivized

Very well, a similar but different system

Incentivized

• eGain helped in improvising our customer engagements
• Customer retention was made possible as the tool helps us analyse the painpoints of the customer
• Social Media Marketing helped to gain a lot of customers with minimal cost incurred.

Incentivized

• Confirmed our low basket abandonment

Incentivized