JD Williams selects eGain to unify multichannel shopping experiences

eGain, the cloud provider of multichannel customer engagement solutions, has announced that JD Williams, the UK retailer for plus sized womenswear in direct home shopping, and subsidiary of the N Brown Group, has selected eGain for multichannel customer engagement.

JD Williams wanted to implement a scalable customer engagement solution to support over three million shoppers across 25 online brands, including Simply Be, Figleaves and High & Mighty. With the understanding that shoppers have gone multichannel, often called 'omnichannel' in the retail industry, the company sought a solution that would enable smart, context-aware customer journeys across touchpoints, and selected eGain.

Mark Cheshire, Client Services Director at JD Williams, commented, "Our goal is to provide a class leading set of customer support solutions; a rich and complete proposition, delivered with high consistency across multiple trading channels. eGain's customer engagement hub solution will help us deliver on that vision."

Each of JD Williams' brands caters to a specific demographic and market segment. With eGain, the retailer will design and deliver a bespoke multichannel mix, tailored to each of these segments and brands across web self-service, email, chat, phone, mobile, stores and social. The eGain solution will be deployed first at Figleaves, a leading luxury fashion brand, to be followed by other brands.

Dennis Fois, VP EMEA Sales at eGain, said, "In a competitive industry such as retail, the multichannel customer journey has become a major differentiator. JD Williams recognises that as shoppers increasingly demand diverse interaction channels, the online retailer needs an agile, unified customer engagement platform to keep up with shopper channel preferences and generate loyalty."


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