Goals

• Provide a competitive customer experience
• Answer questions regarding thousands of products
• Improve agent productivity
• Decrease call handle times
• Use the contact center to drive revenue 

Achievements

• 30% reduction in email
• 25% of beauty chat sessions convert into sales
• Reduced agent call handle times by 15%
• Steady increase in Net Promoter score

“RightNow is a great solution, not only to mitigate costs in the call center, but also to help provide a better experience. Our customers like to solve issues themselves. ”

- Ron Kelly, Vice President, Customer Service and Logistics, drugstore.com

drugstore.com and its associated brands (Beauty.com, VisionDirect.com and drugstore.com pharmacy), offer consumers more than 40,000 products. Before implementing the RightNow, drugstore.com agents were using ten different applications to support between 80,000 and 100,000 customer inquiries per month and needed a system for managing this volume.

With RightNow, drugstore.com cut incoming email by more than 30 percent thanks to the online knowledge base and SmartAssistant. The RightNow agent desktop application has provided a 15 percent decline in agent handling times and a steady increase in customer satisfaction. RightNow Chat has allowed Beauty.com to convert approximately 25 percent of chat sessions into product orders.

drugstore.com Support Site | drugstore.com Homepage 

About Drugstore.com 

drugstore.com is a leading online retailer of health, beauty, vision and pharmacy products with $365 million in revenue and more than 700 employees.