Overview: eGain and JivoChat as Live Chat Category solutions.

eGain and JivoChat both serve the live chat category, offering a range of capabilities to support customer engagement and business processes. eGain excels in large enterprise environments with its comprehensive support for engagement management and analytics, making it ideal for industries like Consumer Electronics and Telecommunications. JivoChat, while supporting key engagement functions, focuses more on enhancing sales and customer relationships, catering well to enterprises in the Retail and Software sectors. Both offer diverse vendor support options, though eGain provides more significant round-the-clock coverage.

eGain: eGain is a cloud customer engagement platform offering real-time voice assistance and digital transformation through AI, knowledge, and analytics. Its suite includes modules like eGain CallTrack, Chat, Virtual Assistant, and ClickToCall.

JivoChat: JivoChat allows website owners to convert visitors into customers with an easy setup. Up to five agents can use the service for free.

eGain and JivoChat: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

eGain provides comprehensive engagement management and knowledge management capabilities. It supports key activities like helpdesk management and social media management. This makes eGain suitable for managing complex customer interactions. read more →

JivoChat focuses on engagement and contact list management. It facilitates conversion management and communication processes, aligning well with companies that prioritize effective customer communication and sales document management. read more →

Business Goals

eGain assists businesses in scaling best practices and enhancing customer relationships. Its goals also include improving digital presence and increasing sales, which align with large enterprises seeking enhanced service delivery. read more →

JivoChat aims at increasing sales and revenue and enhancing customer relationships. It also focuses on smaller operational goals like internal communication improvement, appealing to businesses looking to optimize sales and communication. read more →

Core Features

eGain offers robust analytics and AI-powered features that integrate well with data systems. The custom reporting feature supports strategic decision-making and operational enhancements suitable for larger enterprises. read more →

JivoChat provides ease of migration and integration as its core features. It also offers custom reports that are suited for enterprises needing seamless data management and privacy. read more →

Vendor Support

eGain offers strong support with a 24/7 service, accommodating diverse user needs across various time zones. Options include phone, email, and chat support, emphasizing its commitment to customer service. read more →

JivoChat ensures accessible support through chat and 24/7 coverage. It backs its users primarily via chat and phone, focusing on immediate assistance and support simplicity. read more →

Segments and Industries

eGain is predominantly used by large enterprises and the consumer electronics industry. It serves diverse industry needs, including utilities and telecommunications. read more →

JivoChat is mostly used by enterprises and in sectors like computer software and retail. Its focus aligns with dynamic and customer-facing industries. read more →

Operational Alignment

eGain integrates seamlessly into large-scale operations, suited for complex environments with a need for streamlined processes and rich analytic insights. read more →

JivoChat fits medium to large enterprise operations, designed for streamlined communication and conversion-focused environments. read more →