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

Citi

zen

Ad

op

tio

n

MA

INTA

INED

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