eGain Overview & Magento 2 Integration

In the following article, you will discover what features eGain is capable for. Besides, we shed light on core industries that can leverage this CRM platform. And of course, there is a detailed guide on the Magento 2 eGain integration. Let’s start with an overview of the platform and then proceed to the synchronization of your e-commerce website with the CRM system. 

eGain Overview 

eGain is a fully-features CRM platform that offers lots of features, provides numerous products, and supports various industries. Even the most demanding businesses can leverage it to satisfy their business goals from the field of customer services.  

Features

Below, you will discover the key features provided by the Magento 2 eGain integration:

• Virtual Assistant is a tool that reduces the load over your employees. The feature enables a chat-bot so that customers start conversations with a lifelike agent. When the dialog reaches a certain point, a real chat agent can enter the game.
• With Super Chat, you can engage customers with dynamic offers and real-time web assistance. Note that the chat supports numerous media formats including video, text chat, click to call, and cobrowse. 
• Knowledge+AI is top-rated knowledge management software for customer service. The feature
• infuses your customer service agents with knowledge, making them as productive and educated as possible. The main trick is that your employees get a range of ways to leverage information from the collective knowledge base. 
• A bunch of Social Media features lets you monitor social streams, identify relevant posts, analyze sentiment, and respond efficiently. At the same time, you get an opportunity to publish multimedia content on multiple channels as a breeze.  
• Various Mail features provide the ability to receive, parse, route, and efficiently respond to a high volume of customer emails. At the same time, you can leverage web forms and such communication channels as SMS, white letters, and faxes.  
• And with Analytics features, the Magento 2 eGain integration dramatically simplifies the way you set service levels and monitor customer satisfaction, incremental sales effectiveness, knowledge relevance, social trends, and agent performance.

Products

Now, let’s take a look at products that enable the functionality mentioned above:

• Knowledge+AI – a shared knowledge base is combined with artificial intelligence providing both your clients and employees with an innovative way to get answers to questions they get. The instrument supports agents of all levels with multiple access modes and roles, enables call tracking, and offers high-quality content at the lowest maintenance cost.
• Chat – provide real-time chat assistance to your store visitors and enable your agents to exchange text messages, files, web pages, and knowledge base articles with customers to answer their queries. Due to multitasking capabilities, every agent can conduct 3-5 chats simultaneously!
• Chatbots, virtual agents – as we’ve just mentioned above, every conversation in a chat can be started with a bot. Next, an agent starts replying if necessary. Thus, the virtual agent tool helps to save a lot of time and make your employees more effective when it is required.
• Click to call – CTA buttons are always a must, and the Magento 2 eGain integration provides you with the ability to add one to your customer support interface so that store visitors can easily reach your agents.  
• Cobrowsing – your phone and chat agents can provide a more vibrant, multimedia experience via a simultaneous cobrowse session. Your agents and customers can fill out forms together. Besides, you can create business rules for specific pages of your e-commerce store so that agents cannot view sensitive information in particular form fields when a customer submits a form.
• Sales offers – your support team can leverage proactive, targeted offers based on browsing behavior and other attributes. The solution predicts visitor needs and proactively serves targeted offers.
• Web self-service – not all your customers want to communicate with your agents. Therefore, the Magento 2 eGain integration offers a distinctive, productive, and brand-aligned self-service experience. Customers can easily find what they are looking for or seamlessly switch to live support to communicate with sales agents directly.

Industries

As for the supported industries, eGain is suitable for the following ones:

• Financial Services – industry’s leading organizations have already set up genuinely distinctive and innovative customer engagement hubs with eGain to provide comprehensive web self-help, email response management, web collaboration, etc.
• Government – public sector organizations or federal and state governments also leverage eGain to offer greater access to information and services they provide.
• Health Care – a seamless bridge between health care institutions and their customers, is an essential aspect of growth and stability.  
• Insurance – eGain enables organizations to set up innovative customer engagement hubs with customer service software for web self-service, email management, web collaboration, social media customer service, etc. Thus, insurance organizations can easily provide superior customer experiences across all touchpoints.
• Outsourcers – can meet challenging service levels and get cost-effective customer service through efficient, scalable email management with eGain.
• Retail – retail businesses can also leverage the benefits of this CRM system. Customers can solve their inquiries as fast as possible with the Magento 2 eGain integration.
• Telecom – telecom companies, can dramatically increase contact center effectiveness, maximize ROI on web self-service, reduce supply chain costs, and deliver consistently excellent customer experience with eGain.
• Travel & Hospitality – let your customers find real-time information and online help in the most seamless way. Provide them with a choice of contact methods, including the option to get replies by email rather than direct contact over the phone.
• Utilities – utilities and field service organizations face some additional challenges that are easily solved by eGain. Provide your customers with rapid response and help they need reducing costs and unexpected expenditures caused by the lack of communication.

Organizations

Also, note that the following organizations can leverage eGain to improve their customer services:

• Contact Centers can leverage a customer engagement hub platform to provide common infrastructure to multiple interaction channels;
• eCommerce Businesses get a perfect opportunity to streamline the Magento 2 eGain integration to provide their potential buyers with all the information they are looking for via channels they prefer;
• eService organizations can reduce operating cost through increased self-service providing consistent and convenient online support across email and web;
• Helpdesks ensure service levels for inquiries across all channels, at the same time reducing costs per incident;
• IT companies can streamline multi-site, multilingual, multichannel, and multi-faceted customer interactions from the very beginning of a customer journey;
• Marketing agencies get access to the broadest range of innovative, easy-to-deploy applications designed to deliver memorable experiences to website visitors across multiple channels.

eGain Pricing

Since no pricing details are available online, you have to contact eGain directly to discuss your particular offer and its costs. 

Magento 2 eGain Integration

Now, when you know about significant benefits, products, and industries of eGain, we’d like to draw your attention to another important topic – the Magento 2 eGain integration. Unfortunately, you cannot use the default tools to connect your e-commerce store to the CRM platform, but there is a solution that enables seamless integration. Meet the Improved Import & Export Magento 2 extension – a universal tool that allows numerous Magento 2 integrations with external systems and other Magento 2 websites.

The module is designed to help you connect your Magento 2 website to eGain in a matter of minutes. And you can achieve this goal without a single line of code! It is only necessary to install the extension on your e-commerce website and let is automate data transfers between Magento 2 and eGain. Improved Import & Export creates a bridge between the two platforms based on API connections.

Features

The Improved Import & Export extension lets you leverage the following enhancements to run the Magento 2 eGain integration seamlessly:

• Automated CRM data tracking and exchange;
• Synchronization for:
  • Customers;
  • Products;
  • Magento entities (all product types, orders, customers, and invoices);
  • eGain entities;
• Synchronization history;
• Attributes mapping to improve the accuracy of Magento 2 data in eGain;
• Automate data transfers via schedules or triggers.
• Support for multiple stores;
• Support for various currencies.

Let’s explore several use cases to illustrate the functionality of the plugin from the perspective of the Magento 2 eGain integration. Note that if eGain does not support some of the following entities, you can still leverage the described processes for integration with other systems.

Product Data

When you add a new product, update an existing one, or apply changes to the inventory, the Improved Import & Export Magento 2 extension transfers all the corresponding data to eGain updating the CRM platform.

Customer Data

When a new customer registers on your Magento 2 storefront, Improved Import & Export can send the corresponding data to eGain. When a registered customer applies changes to his/her existing account, the module can transfer the data to the CRM platform.

Income Tracking

Income tracking is another opportunity related to Improved Import & Export. Our extension can quickly transfer income data from your e-commerce website to eGain and back if the CRM platform requires it.

Payment Methods Mapping

Another opportunity related to Magento 2 integration with external systems is related to payment methods mapping. To enable free data transfers between the platforms, you can map them within a few clicks. It doesn’t affect the synchronization with eGain; however, you can leverage this feature in other integrations.

Tax Rates Mapping

The same is about tax rates: the Improved Import & Export module provides the ability to map tax rates used in Magento 2 to an external system, ensuring that tax calculations are correct.

Other Use Cases

The Magento 2 eGain integration based on the Improved Import & Export extension provides the ability to:

• choose what entities to move between the platforms: products, orders, customers, invoices, etc;
• use schedules or events to enable automated data transfers;
• synchronize the two systems by mapping Magento 2 attributes to ones used in eGain.

Get Improved Import & Export Magento 2 Extension

eGain API

eGain provides an open web services API that enables a whole ecosystem of agile, innovative solutions built by partners and end-customers. You can use a standard API interface to access data on your instance, enabling the rapid implementation of eGain apps. It is also worth mentioning that some APIs require your access role to have specific privileges. Otherwise, you won’t build the connection. And of course, previous API experience is mandatory to connect your e-commerce store to the CRM platform. Luckily, there is a more intuitive and user-friendly solution!

With the Improved Import & Export extension, the Magento 2 eGain CRM integration is seamless, easy, and unlimited! The module uses the REST API to connect your e-commerce website to the external system and can also leverage SOAP and other standards to create any connections. To enable the Magento 2 eGain CRM integration, the plugin generates multiple API bridges, exchanging all entities between the two systems. You only have to install and configure it or ask our team to do that.

Improved Import & Export Magento 2 Extension Features

We’ve already explored the CRM platform as well as some essential nuances of the Magento 2 eGain CRM integration. Therefore, let’s take a look at the Improved Import & Export features that simplify the data synchronization between the two systems. Since our extension completely revamps the default import and export functionality of the platform, you get an absolutely new way of data transfers, which helps you avoid many issues associated with the built-in tools.

The default instruments don’t let you do the following things:

• Establish API connections;
• Automate data transfers;
• Map attributes;
• Leverage import/export of all entities.

As a result, it is necessary to repeat numerous processes every time a data transfer between Magento 2 and eGain CRM is required. Usually, you have to recreate changes applied to your e-commerce store in a CRM system manually. Since the integration requires multiple updates per day, it turns into a complete waste of time. But the problem can be easily solved with the help of a more reliable solution.

The Improved Import & Export extension allows transferring all information from Magento 2 to eGain CRM and back. Note that all processes are automated: relax while the plugin transfers data, matches different external attributes and their values from one system to another, leverages multiple API connections in the integration working with all entities. The Magento 2 eGain CRM integration becomes a breeze with our module.

Automated Import & Export

The eGain CRM Magento 2 integration is a continuous process that requires advanced automation. And Improved Import & Export provides the ability to avoid daily duties related to data transfers via schedules and event-based triggers, which entirely automate them.

Schedules

Schedules represent the most intuitive and straightforward way of automation in different data transfers, including the Magento 2 eGain CRM integration. The flow of information between the two systems is based on cron. You specify a time interval and the extension imports/exports updates according to it letting you create fully independent import and export jobs with several different options:

• custom intervals,
• customizable, predefined update schemes,
• profiles with no schedules (which are suitable for maintaining such tasks as migration to Magento 2),
• and asynchronous data transfers (launch every scheduled profile manually whenever you want).

Events

Event-based triggers are another huge improvement provided by the Improved Import & Export extension. They introduce a more flexible approach to the Magento 2 eGain CRM integration exchanging data in real time. Use the following algorithm to automate data transfers between the two systems:

1. Create a trigger;
2. Connect it to an event;
3. Link an action to a trigger to launch it automatically.

Thus, transferring data to eGain CRM with the help of a trigger dramatically simplifies the integration. When something happens in Magento 2, the plugin transfers the corresponding data to the CRM platform.

For instance, a customer creates an account on your website; the extension rapidly provides the corresponding data to eGain CRM. The Magento 2 eGain CRM Integration Add-On for Improved Import & Export will help you forget about creating similar schemes manually! Follow the link below for more information regarding triggers: How to Run Magento 2 Import or Export After Specific System Event or Process.

Advanced Mapping Features

Map eGain CRM attributes to ones used in Magento 2 and vice versa to enable automated data transfers between the two systems. The Improved Import & Export Magento 2 extension radically simplifies the eGain CRM Magento 2 integration in terms of attributes and their values with the help of the following features:

Mapping Presets

Use our module to solve the problem of different attribute standards without headaches and enable the Magento 2 eGain CRM integration in the most intuitive way with mapping presets – predefined mapping schemes that eliminate manual attributes matching.

You no longer need to look for unsupported attributes and fix them. Our extension performs all the necessary improvements automatically. It analyzes the input data file transferred from eGain CRM, discovers third-party attributes, and matches them to the ones used in Magento. As for export processes, Magento 2 eGain CRM Integration Add-One for Improved Import & Export knows what attributes are required by the CRM system and modifies ones utilized in Magento according to the rules of the external platform. You only need to select a matching scheme suitable for your migration:

Matching Interface

Importing/exporting data between eGain CRM and Magento 2 can also be based on manual attributes mapping right in the Magento admin! The Improved Import & Export module provides a unique matching interface which offers full control over the process: you specify external (internal) attributes and link them to the corresponding internal (external) ones in a particular grid enabling the data transfer. Here is how everything works:

Attribute Values Mapping

The Improved Import & Export Magento 2 extension offers a separate interface for attribute values mapping that provides the ability to simplify the Magento 2 eGain CRM synchronization and automate it entirely. With our plugin, third-party designations will no longer interrupt transfers from eGain CRM to Magento 2 since you can choose an external value and specify its replacement. Repeat the procedure until all third-party designations are mapped to ones utilized in Magento 2. Note that the created schemes are saved and applied for further updates. For more details, read this article: Attribute Values Mapping.

Attribute Values Editing

If attribute values mapping is not enough, you can rely on attribute values editing. Transferring data from eGain CRM or other systems to Magento 2 can be automated with the ability to modify attribute values in bulk. Use the following rules:

• Add a prefix to multiple attribute values;
• Add a suffix to numerous attribute values;
• Split various attribute values;
• Merge many attribute values.

Note that you can combine them and create conditions increasing the efficiency of the applied changes. You can find more information in this article: How to Modify Attribute Values During Import and Export in Magento 2.

Category Mapping

You won’t use category mapping in the Magento 2 eGain CRM integration. However, it dramatically simplifies other connection. You can match external categories to ones used internally, reducing the number of difficulties that usually occur when products are transferred from other platforms to Magento 2. The Improved Import & Export module allows mapping external product categories to ones used in your catalog as follows:

To create new categories right in the import job, choose a parent category, and specify a new one that will be generated automatically. Thus, the extension will link products to it during the import process. If your Magento 2 website doesn’t include a category from an imported file, it’s no longer a problem. You can find more information about this feature here: Category Mapping.

Attributes On The Fly

And if a data file provided from an external system lacks attributes, the Improved Import & Export Magento 2 extension lets you create them on the fly via the following general form:

Attribute|attribute_property_name:attribute_property_value|…

The feature is described here in more detail: Product attributes import.

Extended Connectivity Options

The fundamental aspect of the Improved Import & Export Magento 2 extension that enables the Magento 2 eGain CRM integration, as well as multiple other connections, is support for additional connectivity options. Designed to improve all data transfers and make the seamless Magento 2 eGain CRM integration possible, they include numerous file formats and two alternative ways of transferring data between your e-commerce store and external systems. As for eGain CRM, the REST API standard is utilized as a first way of the integration.

Multiple File Standards

Although the Magento 2 eGain CRM integration cannot be based on data files, you can leverage them in other integrations. The Improved Import & Export extension supports CSV, XML, JSON, ODS, and Excel as well as unpacks file archives automatically while the default tools work with uncompressed CSV files only!

Multiple File Sources

The following file sources can be leveraged to import and export data files between Magento 2 and external systems:

• FTP/SFTP. Transfer data files using a local or remote server.
• Dropbox. Use a Dropbox account to establish a connection between the two systems. Alternatively, you can rely on Box, OneDrive, Google Drive, iCloud, and Amazon Drive.
• URL. A direct URL can be used to import a data file as well.

Alternative Ways of Import & Export

Note that the alternative ways of import and export are not represented in Magento 2 by default. However, direct API connections are the only way to enable the Magento 2 eGain CRM integration.

As we’ve mentioned above, the Improved Import & Export extension provides the ability to leverage REST for the Magento 2 eGain CRM synchronization as well as other APIs if necessary. For instance, our module also works with SOAP (which is deprecated in the case of eGain CRM) and GraphQL.

Note that all API connections support other extension’s features so that you can leverage mapping, schedules, and attributes on the fly while transferring data from Magento 2 to eGain CRM via REST API.

As for the intermediary services, you can rely on Google Sheets, Office 365 Excel, and Zoho Sheettransferring data to your e-commerce store. Although it is impossible to utilize them for the Magento 2 eGain CRM integration, other connections can be established with the help of various online sheets. The following image shows how to use Google Sheets to move data to Magento 2:

The video below displays other details of our extension:

Final Words

eGain offers lots of features, tools, and apps to improve your customer services. The platform is designed to decrease the related costs increasing the efficiency of your employees. And you can effortlessly connect it to your e-commerce website with the help of the Improved Import & Export extension. Follow the link below and contact our support regarding the Magento 2 eGain integration:

Get Improved Import & Export Magento 2 Extension