Brief description of eGain's Assisted Digital and Digital Inclusion solutions. Relevant to UK Public Sector and any organisation interested in broadening the access of their web sites/ digital services to as broad a range of customer demographic as possible. Contains infographic showing impact of Virtual Assisted Digital solutions

1. Virtual Assisted Digital
Increase online transactions, efficiently and effectively, whilst reducing costs and bridging the digital Di-
vide. 18% of people who are offline will use digital support, either face to face, by post or by phone. The
estimated 4 billion a year that the Government spends providing non-digital channels is to be reduced to
1.3 billion by targeting areas that require assisted digital (Cabinet office ‘Government Approach to Assisted
Digital’ July 2013).
Digital Service Adoption is Service Specific
As the average age decreases the take up of digital increases. The appli-
cations for student loans was found to be the most popular transaction
out of 20 public services, with 86% applying online. The majority of
these applicants being between 18-22 years of age. Where as only 46%
of people applying for state pension chose to do so online, an age range
of 55+. This demonstrates Digital Take Up will vary per service and de-
mographic. Assisted Digital increases the proportion of adoption.
The Solution
Rising public expectations need to be met
through effective and efficient means.
eGain Cobrowse enables an agent to pro-
vide high-value, live collaboration options
to online customers, it gives the ability to
offer real time assistance in areas such as
form applications, increasing the rate of
online adoption.
Chat enables agents to guide customers
independently through online processes
to improve information findability and
answer any other queries, providing posi-
tive online customer transactions.
Knowledge delivers high-quality and effec-
tive digital take-up by providing agents
with the knowledge base to deliver pro-
ductive and educated information to
online customers. Knowledge ensures
consistent information across Agents to
ensure an effective service is delivered.
Transaction by customers online
(source: National Audit Office 2013)
Excluded Digital Literacy Included
Assisted Digital
CitizenAdoption
MAINTAINED
Customers re-
quiring Assisted
eGain Assisted
Digital Take-Up
Existing Digital
Ability
eGain Assisted
Digital Ability
Cobrowse Chat Knowledge
The Result
By implementing the eGain solution the number of customers requiring assistance de-
creases. The original maintained cost of these Digitally Excluded is also decreased as few-
er people need offline help, such as face-to-face.
The eGain Assisted Digital Take Up replaces a significant percentage of customers who
previously required offline assistance. This increases the percentage of people who are
Digitally included and allows the independent adoption of Digital Literacy.
The solutions are available across the entire customer spectrum, so the Digitally Included
also benefit as even the most digitally capable customers can utilise Cobrowse, Chat and
Knowledge to navigate the online processes, therefore even the most competent cus-
tomers increase their digital literacy whilst having an improved online customer experi-
ence.
Mark Fenna
Head of Public Sector, eGain
KEY BENEFITS
- Deliver improved Customer Engagement
expanding Digital Inclusion
- Reduce amount of expensive offline as-
sistance needed
- Increase volume of web transactions
through efficient and effective online as-
sistance
- Drive adoption of Digital through imple-
menting guided online processes
T: +441753464647
M: +447557971562
E: mfenna@egain.com