eGain software Review
May 10, 2022

eGain software Review

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with eGain

We use eGain to ensure that we have the highest quality software for our customers to interact with. The options in the different types of Channels make it easier for customers to interact after selecting their desired channel.
  • Multiple options to choose channel of your convenience
  • The product capabilities are very good. Easy for integration and deployment
  • Strong consulting partnership
  • Service and support needs to be done better.
  • Compliance and risk management needs to be improved
  • eGain Call Track -- A call tracking software to analyse the customer engagement
  • eGain ClickToCall - Feature to ensure customers get real-time help
  • eGain Social - Feature for single source social publishing and reputation management
  • 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.
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.

Do you think eGain delivers good value for the price?


Are you happy with eGain's feature set?


Did eGain live up to sales and marketing promises?


Did implementation of eGain go as expected?

I wasn't involved with the implementation phase

Would you buy eGain again?


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.

eGain Feature Ratings

Multi-channel customer feedback collection
Product usage analytics
Customer experience dashboard
Customer journey mapping
Churn risk scoring
AI-powered recommendations
Website A/B testing