Goals

• Maximize adoption of their new products by providing a great customer experience 
• Optimize use of online communication channels
• Grow revenue from installed base
• Control costs

Achievements

• Outstanding multi-channel service supports annual business growth
• 97% web self-service rate
• 30% reduction in phone calls, with headcount reduced accordingly
• Integration of service, order entry, and other processes saves time and reduces errors

“RightNow allows iRobot to collect valuable feedback from our customers. That ability to hear the customer’s voice and quickly respond to it is a major business advantage.”

- Maryellen Abreu, Director of Global Technical Support, iRobot 

iRobot is pioneering a new market, and needs to quickly find out what customers want. It also needs to deliver great service and support, because many iRobot customers have had no previous experience with a robotic product.

With RightNow CX, iRobot receives valuable customer feedback and can provide responsive support across all communication channels. Using RightNow’s automated marketing solution capabilities, iRobot can pursue a full range of up-sell and cross-sell opportunities. The company has grown revenue while delivering a superior customer experience and has kept its operating costs under control. Based on its initial successes with RightNow, iRobot is planning to further expand its implementation. These plans include the deployment of voice self-service to leverage its existing knowledge base solution, as well as the translation of that knowledge base into multiple languages to provide even better worldwide customer support.

iRobot Support Site | iRobot Homepage

About iRobot Corporation

Founded in 1990 by roboticists from the Massachusetts Institute of Technology, iRobot designs behavior-based, artificially intelligent robots. To date, more than 2 million iRobot Roomba® Vacuuming Robots have been sold worldwide. For additional information about iRobot, please visit www.irobot.com.