Goals

• Provide effective support to customers wanting to purchase or make inquiries via the Comet website
• Reduce the volume of emails received by Comet’s Customer Care team
• Track every customer inquire to enable Comet to address them in a timely and detailed fashion
• Support Comet’s goal to be ‘Britain’s most trusted electrical specialist

Achievements

• More than 50% reduction in emails to Comet’s Customer Care team
• Customer self-service rate at 94%
• 100% first time resolution to customer inquiry’s and issues
• Seasonal spikes in customer interactions successfully managed without additional staff recruitment

“RightNow has enabled us to respond to each of our customers efficiently when they contact us, however they choose to get in touch. The ability to meet and exceed our customers’ expectations helps us to earn the place of trusted specialist within our customers’ mind enabling us to be fundamentally different from our competitors.”

- Simon Parkinson, General Manager of Customer Information Centre, Comet

Every year more than 18 million customers click onto the Comet website to research and purchase electrical goods. With this number of customers visiting the website, there was, on average, over 200,000 emails and letters a year from customers wanting further information or enquiring about a particular product. Without a way of tracking these incidents it was difficult to ensure that each customer was responded to and that the response was provided in a timely and satisfactory manner. It was also challenging for Comet to see where there were repeat questions or issues that needed further investigation.

Within 3 months of deploying RightNow CX, more than 40 percent of inquiry emails were eradicated. Today this has increased to a 50 percent reduction in emails coming into the Customer Care team because customers are able to self-serve by using RightNow’s knowledge base solution on the questions and answers page.

As a retailer of 1,000’s of different products from 100’s of different manufacturers, Comet sometimes finds that customers will raise incidents with them about product issues rather than the manufacturer. With the amount of products that Comet sells this could become unmanageable but with RightNow, the company is able to ensure that its commitment to a four hour customer response process works effectively. 

Comet Support Site | Comet Homepage

About Comet

Comet, a leading specialist electrical retailer, has more than 250 stores throughout the UK, offering a wide range of electrical products. Thousands of competitor prices are checked every week to ensure that Comet's prices are competitive.