Goals

• Significantly improve the quality of the customer experience across all communication channels
• Improve contact center efficiency in order to cost-effectively scale the business 
• Gain greater visibility into customer needs, market trends, and opportunities for business process improvement

Achievements

• The Overstock.com NetPromoter score has improved 7 fold, while customer satisfaction scores improved 10%
• Email volume decreased 72% 
• First call resolution rates have improved 10% while call handle times have been reduced by 25% 
• RMA and Teradata database integrations bolster contact center efficiency 
• Ranked fourth highest retailer nationwide by National Retail Federation in customer service—one year after not making the top 150

“RightNow has completely transformed the way Overstock.com interacts with customers by enabling us to understand and resolve issues with the least amount of time and effort. The result is happier, more loyal customers, significantly lower contact center costs, and a vastly more scalable business model.”

- Stormy Simon, Senior VP, Marketing and Customer Care, Overstock.com 

Prior to RightNow customer experience suite implementation, Overstock.com used many different applications in its call centers, requiring agents to toggle between applications and retype customer information. The company lacked a proper ticket-tracking tool and reporting features. Incoming emails were managed with multiple Microsoft Outlook mailboxes and the website’s FAQs were difficult to navigate.  

RightNow CX provides agents with a unified desktop that links applications, provides access to customer information, and lets agents enter free-form notes describing an incident. Every incident “hand-off” can be tracked. Managers can now measure agent productivity and response times from each manufacturer.

Online self-service sees 85,000 site visitors per day. RightNow improved web self-service with a keyword search and intelligently re-organizes site content based on customer navigation behaviors. Each time a customer uses web self-service instead of calling or emailing the contact center, Overstock.com saves approximately $6.38 per interaction.

Overstock.com Support Site | Overstock.com Homepage

About Overstock.com

Overstock.com, Inc. is an online "closeout" retailer offering discount, brand-name merchandise for sale over the internet. The company offers its customers an opportunity to shop for bargains conveniently, while offering its suppliers an alternative inventory liquidation distribution channel. Overstock.com, headquartered in Salt Lake City, is a publicly traded company listed on the NASDAQ Global Market System and can be found online at http://www.overstock.com/.