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eHarmony Seeks to Strengthen Customer Service

(onlinedatingmagazine.com - May 13, 2004) eHarmony.com has purchased new customer service software to help provide the company with personalized customer service through email, chat and web self-service.

Many people have publicly complained in the past about eHarmony's customer service, including several complaints sent in by readers of Online Dating Magazine, like this one.

With the competition strong in the online dating industry, customer service is becoming vital to retaining the loyalty of a customer.

Singles are increasingly using online dating to find suitable partners in North America. Last year alone, at least half of all singles in the US visited an online dating site, spending over $300 million in the quest for love. eHarmony is at the forefront of this trend with a four million member-base, growing faster than any other online relationship service.

"Providing scalable and effective online customer service to our fast-growing user-base is a critical element of our member value proposition," said Greg Steiner, Chief Operating Officer for eHarmony.com. "Breadth and depth of the suite, scalability, ability to easily integrate with existing business systems, and flexible deployment options were among key criteria for our selection of eGain over other vendors as our solution provider."

eHarmony.com has deployed hosted versions of eGain Email™, eGain LiveWeb™ and eGain SelfService™, eGain's solutions for email management, live web collaboration and web self-service respectively. Further, the company is using the eGain Data Adapter™ to integrate with existing business systems containing member information. With eGain, eHarmony's members are able to get answers to FAQs (frequently asked questions) on their web site, get personalized responses to questions through email, and also engage in live web chat with agents to get immediate, high-touch service over the web. The deployment has apparently started to yield positive results by allowing eHarmony's contact center agents to process large volumes of member emails, and engage in concurrent chats with multiple members for maximum efficiency. Email and online interactions currently run at hundreds of thousands per month. In the initial 30 days of the deployment, the contact center has been able to deflect 10% of incoming requests for agent-assisted service to their web site for self-service through answers to frequently asked questions.

Related Links:
» Review of eHarmony
» History of eHarmony

> Perfectmatch.com - The best approach to find the one. <

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