I do like that you can track cases and see everything related to them. I also liked the fact that you could search for an activity and see the entire audit trail.
What do you dislike?
The version I have used was limited on what you could use to search. Searching by email was difficult, and the server that we were told had unlimited storage had very limited capacity. Attachments were deleted by the system after a month to save space. We lost those attachments and couldn't see them again.
Recommendations to others considering the product
Find a better product.
What business problems are you solving with the product? What benefits have you realized?
The issue we solved by using eGain was allowing all members of the team access to emails so that no one person had to do everything or hold up the process. It allowed tracking of work also, which was important for efficiency.
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